CCNG

FEBRUARY 15, 2023

It is about a technology-generated discontinuity that will compel businesses to compete in a totally new way.” “In Use technology wisely and appropriately, but always focus on the customer experience first and not on saving money by using technology. USE CAUTION WHEN OUTSOURCING YOUR CORE COMPETENCY.

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

SEPTEMBER 23, 2020

Listen below to the recent CCNG Town Hall where Bob started things off and the subsequent member discussions included some great perspectives on technology, contact center staffing, outsourcing, customer experience and investing for the future.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

APRIL 27, 2022

was my first day of work as the Director of Operations for a contact center outsourcing company. Confusion in the Industry I’m consistently confused as to why we make leadership in the work-at-home environment all about technology. Vicki, I am not going to be able to make payroll this week. Your company is waiting for a hero.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

OCTOBER 19, 2022

Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. CCMC, 2017) Commonly used practices in customer service, that consumers hate: misuse of automated phone technology e.g. no live person option, outsourcing service abroad, upselling, having to repeat information already given and talking too fast.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120