Start Working with Two Arms…

CCNG

In a recent conversation with CCNG, I discussed this exact challenge and how contact center leaders can precisely value the cost and financial efficiency of performance across all contact channels and teams.

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The Recruitment Tsunami

CCNG

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market.

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How to Hire the Right People Quickly with Accurate and Actionable Data

CCNG

I recently spoke with David Hadobas of CCNG to discuss this important topic. Deken is a CCNG member working with Emmerision as Director of Enterprise Sales in Lehi, Utah In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy.

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Best Practices For A Powerful Professional Network

CCNG

Director of the CCNG Magnet Program The pace is faster today. Decisions are bigger. Where are you getting reliable insight and answers? We often say that the most powerful-- and underutilized-- tool in the contact center is your professional network.

2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.

Everyone Has A Story

CCNG

We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service. Most of our bloggers have been in the “trenches” and are willing to share and discuss best practices and tips from the … Continue reading Everyone Has A Story → CCNG Member NetworkEveryone has a story to tell. Everyone you meet knows something you don’t.

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The Rut…

CCNG

He recently spoke with CCNG about these perspectives in light of managing and working-from-home for the past year or more. Kevin is the Vice President of Operations for Guardian Protection Products and a CCNG member ??Efficiency, Productivity, Resourcefulness. ?At

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Leadership for the New Workforce

CCNG

From the desk of Dr. WFO: On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in Fort Worth, TX. Several organizations were represented at the event including: Neat, Kohl’s, HSN, Essilor, Hilton, CareerBuilder, Chase, Texas Workforce Commission, Wells Fargo, Kroger, OpenSpan, InContact, Five9, T … Continue reading Leadership for the New Workforce → CCNG Member Network Leadership featured

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Impacting Your Company’s Growth by Intentionally Creating an Employee Growth Plan

CCNG

In a recent conversation with CCNG I explain the value as to why leaders take this strategic approach with their teams. See below for the interview with Mary and CCNG on this topic to learn more details about employee growth plans.

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Retaining Your #1 Asset Through Leadership & Culture

CCNG

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. The number one reason they stay is organizational culture.

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Customer Engagement + Bots: Connect with your customers in a new way

Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions

Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.

Contact Center Metric Best Practices in 2021

CCNG

In a recent conversation with CCNG members, I discussed the key metrics that you need to be monitoring, what the industry best practices are for each, and one in particular that can cause you issues if not developed properly.

Listen, Learn, Laugh – The Contact Center Show

CCNG

For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members.

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The One With All the Gold Dust

CCNG

Rick is a CCNG member, a CX Advisor and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach.

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Cloud Based Solutions, the Contact Center and Future of AI

CCNG

If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.

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CSR Recruiting, Hiring and Retention

Speaker: Andrew Decker, Customer Care Manager, VSP

Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.

Serve the Customer as They Want to be Served!

CCNG

David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency. ?Those working in the call center industry find themselves in an interesting situation.

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How to Turn Why Into ROI…

CCNG

As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’.

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2020 - The Year (NOT!) Everything Changed

CCNG

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed.

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Evaluating Your Contact Center Disciplines

CCNG

Last, but very much not least, ask CCNG. Ryan has been a senior leader contributor to the CCNG member network for over 7 years including presentations at CCNG’s Executive Summit and various regional events

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Reducing Agent Effort and Lowering AHT for a Better CX

Speaker: Roger Lee, Director - Customer Success, Gridspace

How do you ensure your customer service team is communicating accurate, complete information, and how do you know they are providing appropriate products/solutions to better serve customers? Join CCNG for an exploration into how AI will improve both the employee and customer experience.

Why Timing is Now to Automate Performance-Based Learning

CCNG

With the increased demands thrust upon contact center organizations, SymTrain in conjunction with CCNG sponsored a survey among just under 100 learning and development leaders and how they reacted to these demands. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Member

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3 Best Practices for Remote and On-Premise Agent Support

CCNG

Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers.

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Seek and Share Truth to Boost Employee and Customer Experience

CCNG

Greg Salvato is a CCNG member and CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge.

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Acceptance and Fun - Keys for Supporting Your Virtual Team

CCNG

CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. So how are customer support operations adjusting to the new virtual work environment over inhouse work environment?

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Building Your CX of the Future - Take the First Steps Today

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

She is a long-time CCNG member, Town Hall facilitator, and blog contributor. Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented.

The Contact Center is the Core of any Truly Connected Enterprise

CCNG

Dave Hoekstra is a Product Marketing professional with Calabrio (CCNG corporate member) and recently led a CCNG member Town Hall discussion on the modern approach to the enterprise contact center. I am an old school contact center person.

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2020 Business and Customer Service Experience Trends

CCNG

She is a long-time CCNG member and contributor. New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate.

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Action Changes Things: Make it Happen in 2021

CCNG

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

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How to Take Your Contact Center Omnichannel in 2022

Speaker: Cognigy and CCT

Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.

I’m Not Going to Be Able to Make Payroll – Can You Hold Your First Paycheck?

CCNG

Vicki is a CCNG member and the architect of Virtual Live Labs™, a transformative methodology that combines interactive consulting and leadership development, simultaneously, to drive operational excellence and increased leadership skills for all levels of leadership, including front-line supervisor

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Expanding Customer Contact Through Digital Engagement

CCNG

In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. More and more customer communication is depending on digital channels.

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Taking a Chapter on Customer Experience from a CX Expert

CCNG

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care.

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Breaking Down The Challenges of Remote Training & How to Overcome Them

CCNG

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents.

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The Cure for Contact Center Frustration

Speaker: Robert Bradshaw, President, Got/IT

What Makes a Chatbot Experience Great?

CCNG

VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall. As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience.

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Supervisor Support is the Key to Contact Center Success – A Simple Strategy to Align Frontline and Senior Leaders

CCNG

Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers

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Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event

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3 Strategies to Reduce Work-at-Home Employee Attrition

CCNG

Vicki is a CCNG member and the architect of Virtual Live Labs™, a transformative methodology that combines interactive consulting and leadership development, simultaneously, to drive operational excellence and increased leadership skills for all levels of leadership, including front-line supervisor

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Workstreams Affected by Work@Home - Moving From an Emergent WAH to Best-in-Class

Speaker: Eric Berg, CEO, ContactCenterPro Consulting

In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.