CCNG

AUGUST 21, 2020

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

Customer Care 195

Customer Care CCNG outsourcing Contact Center 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

JUNE 14, 2023

By understanding the building blocks of emotional connection, implementing strategies to enhance customer experience, and measuring the impact of your efforts, you'll be well on your way to harnessing the power of emotional connection for your business.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

OCTOBER 19, 2022

56% of CEOs and 66% of top managers are involved in Customer Experience activities according to the employees. Lumoa , 2018) Only 13% of companies believe that HR has an impact on Customer Experience activities in the company. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195