CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
CCNG
AUGUST 16, 2023
In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.
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CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.
CCNG
OCTOBER 29, 2021
In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Three key themes did not change: 1.
CCNG
APRIL 2, 2021
CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Shelve the surveys. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care.
CCNG
MAY 10, 2023
In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM.
CCNG
OCTOBER 14, 2021
Start with your customers’ voices and the friction points they articulate on calls, surveys, and social media. They not only know their product or services, but they also possess a rolodex of other industry contacts for you to consult. Last, but very much not least, ask CCNG. They have 10K+ contacts across the industry.
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