CCNG Consulting Customer Service Personalization 
CCNG
FEBRUARY 15, 2023
What role can your customer service organization play in helping to support the construction of strong customer relationships? Here are some ideas: YOUR CUSTOMER SERVICE REPRESENTATIVES ARE OFTEN THE PERSONIFICATION OF YOUR BRAND. That, in turn, allows you to create more effective personal relationships.
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Below are key points from this discussion.
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CCNG
MAY 10, 2023
Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. No consultants. Accurately.
CCNG
NOVEMBER 9, 2021
The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person. In other words, AI needs to be trained to understand the nuances of an individual business’ customer experience and journey.
CCNG
MARCH 23, 2022
This is especially true when dealing with personal health information and credit card numbers or other financial data. It is a challenging time to be supporting the customer, but we also have the technology and capability to succeed as never before.
CCNG
AUGUST 16, 2023
Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. Their after-call survey asks, “If you owned a customer service company, would you hire the agent you just spoke to?”
CCNG
APRIL 19, 2023
Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.
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