CCNG

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. Soon, the Bad News Bears stigma will come to an end in your contact center.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

MARCH 12, 2021

Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

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. Below are key points from this discussion.

CCNG 195

CCNG Technology Employee engagement Government 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.

CCNG 195

CCNG Contact Center Healthcare Technology 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. Some of you will be old hands at transformation, but for some this will be new, and can be scary, so I've tried to make this light and sprinkle in some humour.

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

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, unlike CSAT, NPS isn’t a real-time metric.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 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.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

CCNG

FEBRUARY 22, 2021

David Reed is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to help organizations improve their customer service and process efficiency. Then the piece that I think probably most people don't do a very good job on is really testing your plan.

CCNG 195

CCNG Contact Center CRM 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. Autonomous contact centers.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

JULY 11, 2020

However, for many contact centers it’s now time to focus on the new path forward. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success. But, don’t think you have to do it alone.

CCNG 195

CCNG Benchmark Contact Center Customer Care 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.

CCNG 195

CCNG Contact Center Consulting Consulting 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

NOVEMBER 8, 2023

This is how many customer service systems are designed today. You get service immediately 24/7 because a bot answers the call or text message. The bot attempts to help out and will pass the customer to a human if the conversation becomes too complex. Some people are making this argument.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

CCNG

JULY 22, 2021

But customers today expect more than just a new interactive FAQ. They want the bot to know them, engage them and make decisions based on their specific customer history. But the concepts we use to support customers in their digital journeys are relevant - no matter what application is chosen.

CCNG 195

CCNG Chatbots Contact Center Self service 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

JULY 10, 2020

I've interviewed numerous executives on the topic of leadership in the contact center. Within the contact center industry it is so important because most of us don't plan to start out as contact center leaders. This typically develops over a period of time. And mentoring for me is really key.”.

CCNG 195

CCNG Contact Center Customer Care Customer Service 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

CCNG

DECEMBER 8, 2022

Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. She said customer service and guest experience, especially in an era of exceptionally high rates, is often about being as transparent as possible through every communication channel.

Call Center 195

Call Center CCNG Customer Care Engineering 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?

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

JUNE 1, 2015

We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service. Everyone has a story to tell. Everyone you meet knows something you don’t.

CCNG 170

CCNG Best practices Contact Center Customer Service 170

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. Building Trust Through Transparency and Consistency Trust is a crucial component of emotional connection.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

MARCH 30, 2022

Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.” Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. It drives leaders to just manage tasks.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 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. An agent drained and taxed is thoroughly challenged to deliver empathetic customer service even when it’s needed most. Teach your whole brand the value of your contact center.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

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

FEBRUARY 24, 2022

She is a frequent contributor/speaker/guest on podcasts and at many customer service and contact center organizations and events where she loves discussing CX, EX, and remote work. Kate is also an advocate for disability rights and can often be found online advocating for inclusion, accessibility, and diversity.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

Altitude

FEBRUARY 27, 2018

Once 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.

Contact Center 74

Contact Center CCNG Customer Service 74

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. You have to anticipate customer needs.

Customer Service 195

Customer Service CCNG Self service Automotive 195