CCNG Consulting Personalization Technology 
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.
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. That, in turn, allows you to create more effective personal relationships.
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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.
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. This means that while AI technology is repeatable, the training data that these AI models rely on isn’t. I talked in greater detail with David Hadobas and Vince Lynch.
CCNG
MARCH 23, 2022
There are also differences in how we serve the various generations, including the speed of conversation, the use of technical jargon, and the comfort level with technology in general. This is especially true when dealing with personal health information and credit card numbers or other financial data.
CCNG
DECEMBER 6, 2020
We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.
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!
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