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. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members. Below are key points from this discussion.

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CCNG

MAY 27, 2021

In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center. This is what they do.

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CCNG

AUGUST 16, 2023

Is there an option to provide feedback after several months of use? 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. There are pitfalls to this strategy. Has the product arrived yet?

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CCNG

JUNE 14, 2023

Actively listening to customer feedback and observing their behavior can provide valuable insights into their emotional needs and help you tailor your products, services, and communication strategies accordingly. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

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CCNG

JULY 20, 2022

Enhanced Bereavement leave provides up to 10 business days paid time off for employees to grieve, attend funeral services, and take care of any personal matters related to the loss of an immediate family member, and up to three business days paid time off for the loss of an extended family. But is that the way it should be? What say you?

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CCNG

MARCH 8, 2023

This means considering employee feedback, even when this feedback may not always be easy to hear. Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment.

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CCNG

APRIL 27, 2022

I would harness their ideas and run the game plan by them; then they would give me feedback. NOTHING was done without constant feedback. Everyone was giving feedback and engaged. Their personal lives were evolving because of how they were engaged at work. I did the same thing with the account managers and clients.

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