Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. David Hadobas CEO, CCNG. Contact Center Industry Facts.

Forgotten Yet Key Source for Contact Center Best Practices

Call Center Coach

I’ve been very fortunate to have gained different perspectives in the contact center industry. We just participated in a CCNG networking event which was absolutely phenomenal. Forgotten Yet Key Source for Contact Center Best Practices – Click to Tweet.

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Can a Contact Center be a “Deep Learner”?


Customer Service Contact Center artificial intelligence deep learning tech series AI chat bot CCNG Customer Contact CentralOnce upon a time there was a 1400-year-old game called “Chess” and the world chess champion, Garry Kasparov, loosing against an IBM supercomputer called “ Deep Blue ”. This was in 1997. Since then the artificial intelligence (AI) love with chess has never vanished, with the machines becoming more skillful and playing tournaments between themselves.

This is where you break down barriers to enhance contact centers

Call Center Coach

Contact centers around the world face similar challenges, yet so many continue to work in silos. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. Infographic – Contact Center Supervisor Success Blueprint .

Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now


social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact CentralEvery day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

The on-demand Society needs a new Contact Center model


Contact Center Customer Experience Customer Journey omnichannel on demand society Customer Management industry CCNG Customer Contact CentralThe only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey.

Hearing the Voice of Our Customers and Partners: The Value of Exchanging


Designed for customer experience and contact center decision makers, the Altitude Xchange is the place to share best practices, evaluate real-world solutions, get insights and discuss new ideas.

“I sent you a message!” “Really? Where? Facebook, SMS, Whatsapp, Gmail or Snapchat?”


Contact Center Trends Contact Center Performance Customer Service Social Customer Service Interconnectivity contact centers omnichannel services CCNG Customer Contact CentralCalls over Skype and Whatsapp.


5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

Call Center Coach

Contact centers are built on processes and systems that need to be managed and led. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula.

High Stakes Game - Keeping Your Data Safe in A Post GDPR World


Customer Service Contact Center GDPR Data Protection Data Security CCNG Customer Contact Central Data PrivacyData protection has always been important. Now it’s becoming urgent. The enforcement of the European General Data Protection Regulation (GDPR) from May, coupled with the continued growth in data breaches is driving the adoption of better data protection technology.

Driving Contact Center Change: Chatbots, OmniChannel, Cloud


Chatbots, Omnichannel and Cloud are three top trends for contact centers. In the meantime, chatbots and blended AI are making their way into contact centers, providing additional self-service options and freeing agents for more complex interactions.


It´s The Most Wonderful - And Busiest - Time Of The Year


Customer Journey Customer Experience Black Friday Cyber Monday Customer Service customer loyalty workforce management contact center solution Contact Center multichannel omnichannel empower agents FCR Agent Desktop security CCNG Customer Contact Central Altitude


What we brought to our customers in 2017 (and a sneak peek of what’s to come!)


Contact Center Customer Management industry CCNG Customer Contact CentralHey, it seems that it was just yesterday that we were ladling out “Happy New Year” and today Q1 is already over! Time flies, huh? So, we thought: great time to look back at 2017 and further ahead into 2018 and share with you some of the great achievements that we brought to our customers, partners, and the industry last year.


Are you GDPR Ready? 10 Questions You Should Be Asking


Contact Center GDPR Data Protection Data Security Privacy Data Breach CCNG Customer Contact CentralT he European General Data Protection Regulation (GDPR) takes effect on May 25, 2018, and it aims to create a stronger, harmonized data protection legal framework throughout the European Union, with the aim of giving citizens more control over their personal data, while imposing strict rules on companies who host and process this data.

How to Create Business Value While Ensuring GDPR Compliance. The Altitude Case Study


contact centers GDPR Data Security Privacy CCNG Customer Contact CentralAltitude is committed to create value for its customers while executing on its own European General Data Protection Regulation (GDPR) compliance program. Companies can miss that there are benefits from a GDPR program. For Altitude it is an opportunity to build customer trust, improve customer relationships, establish better data controls, and improve internal data handling and availability.


8 Customer Service Networks You Need to Follow in 2019


The Contact Center Network Group supports a vital part of the customer service industry: Call centers. CCNG does just that. Follow along as they provide webinars, events, and resources that will up your contact center game this year.

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The Spotlight Is On the Back Office—Finally!


In addition, these functions have purpose-built solutions to help them be more effective, such as workforce optimization for contact centers, talent management solutions for HR, and core banking systems for financial services.


Channel Surfing: How Do Consumers Engage with Your Brand?


Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. In which channels do consumers prefer to contact brands? With over 300 responses to the survey, this is what we learned: Only 1 in 10 Consumers are Contacting Your Brand. CX and Contact Center


How to Enable Customer Service Agents in the Omnichannel Era

Aria Solutions

Change is the only constant in the contact center. Managing multiple channels is already a top contact center challenge — so how can organizations enable their agents to move easily from one channel to another when there are eight or twelve instead of two or three? .


Customer-Centric Cultures are Made of This

Beyond Morale

I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Courtesy of www.AnnieLennox.com.