CCNG Contact Center Customer Care Surveys 
CCNG
OCTOBER 14, 2021
Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?
CCNG
NOVEMBER 22, 2023
Employee surveys are a great way to get employee feedback and implement changes where possible. If the company is smaller or does not want to invest in employee survey software, create an employee suggestion box. Where possible, ask for employee input and allow for flexibility.
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CCNG
AUGUST 10, 2022
Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. Contact center agents, especially those in hospitality, are on the front lines of the Mad Max world of travel we live in today. How can we help those agents?
CCNG
NOVEMBER 16, 2022
With the right approach, improved customer experience can also dramatically reduce operating costs. Customers are time-starved, so surveys may soon be a thing of the past. Successful companies gain valuable customer insights through their purchasing patterns, customer service transactions and social media trends.
CCNG
NOVEMBER 9, 2022
Maintaining connectedness within a contact center has always presented unique challenges. For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.
CCNG
JUNE 14, 2023
These metrics are also important to drive internal support for your customer engagement and loyalty programs. Customer Feedback as a Tool for Improvement Customer feedback, whether it's through surveys, reviews, or social media, can provide valuable insights into how well your emotional connection strategies are resonating with your audience.
CCNG
OCTOBER 6, 2020
I hesitantly agreed to hold large group meetings twice monthly, and we surveyed the broader group before we launched the new meeting cadence and again after some time to see if the increased frequency was having the desired effect. Those monthly meetings took a long time for me to plan, as well-executed virtual meetings usually do.
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