CCNG
FEBRUARY 15, 2023
That, in turn, allows you to create more effective personal relationships. Our intent should be to create profitable, personal relationships with all of our customers. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor. IT DOESN’T MATTER…B2C OR B2B.
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
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.
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. 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.
CCNG
MARCH 23, 2022
This is especially true when dealing with personal health information and credit card numbers or other financial data. 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.
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. One of the best transaction surveys I’ve encountered is from Delta Airlines.
CCNG
MAY 10, 2023
You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. No consultants. You waited longer than a few minutes for an answer to a simple question. You visited a service establishment that curtailed hours due to lack of staff.
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