CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Leaders model these behaviors and call out agents who exhibit these behaviors.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CCNG

FEBRUARY 15, 2023

Don’t we feel more valued when we interact with an organization that knows who we are and values what we spend with them? What role can your customer service organization play in helping to support the construction of strong customer relationships? Bob can be reached via the CCNG website member directory or on LinkedIn.

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

FEBRUARY 22, 2021

In focusing on call center type of work and we've got five key areas here (I call them The Big Five ): Internet access Physical building issues Your phone / telephony system (losing access to your IVRs, your prompts, etc.) Your key business applications (CRM, your ticketing system, etc.) And agent availability is the last big one.

CCNG 195

CCNG Contact Center CRM Call Center 195