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. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

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CCNG Technology Employee engagement Government 195

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

AUGUST 2, 2023

How to Embark on a Contact Center Transformation Project How to get onto the right track to deliver exceptional customer experiences, that's the big question. Your employees are a critical component of delivering exceptional customer experiences.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

FEBRUARY 22, 2023

While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. Since the Medicare star rating system now gives more weight to customer service scores, insurers must explore ways to enhance this facet of the care experience.

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CCNG Contact Center Healthcare Technology 195

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, view AHT alongside first contact resolution.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

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Customer Experience Airlines CCNG Chief Customer Officer 195

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.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. Traditionally, focus has been put on training agents to pro­ vide friendly, empathetic service, along with training on product and service information. How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice.

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CCNG Calibration Employee engagement Call Center 195

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Customers have poor experiences, which negatively affects the customer's experience: The more mundane the calls, the harder it is for agents to stay focused and engaged.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

SEPTEMBER 22, 2022

For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season. What does it say about the roles and the work these folks have done in our call and contact centers that leaving seems like a good idea? Summer is typically a slower time of year for many organizations.

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CCNG Contact Center Consulting Consulting 195

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. What's a leader to do then?

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

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CCNG Customer Service Education Contact Center 102

CCNG

JULY 27, 2022

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. Call centers measured customer satisfaction based on the speed at which an agent answered the phone and responded, regardless of whether the request was resolved.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

MARCH 1, 2023

When you strip a contact center down to its base, you end up with one-on-one human experiences: customers talking to agents. That one-on-one experience is being strained in significant ways. An agent drained and taxed is thoroughly challenged to deliver empathetic customer service even when it’s needed most.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

JUNE 21, 2023

Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys. This creates a seamless customer journey. Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. Make customer service easy.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Verint

DECEMBER 9, 2015

Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time.

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CCNG Banking Finance Contact Center 21

Altitude

NOVEMBER 29, 2017

Every 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.

contact center solutions 49

contact center solutions Contact Center Sales Marketing 49

CX Global Media

AUGUST 28, 2018

Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. The half-day event was filled with sharing, learning and great idea exchange.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

Altitude

NOVEMBER 21, 2018

How to ace customer journey to – and from- Black Friday and Cyber Monday.

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CCNG contact center solutions Multichannel Contact Center 40

CX Global Media

JULY 11, 2019

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. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120