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

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

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

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

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

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

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. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 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

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

FEBRUARY 24, 2022

Consider places to post jobs you haven’t used in the past such as local or regional job centers where people go in person to get help with the job search. Keep in touch with applicants through automated tools or in person if the decision may take time. Automated tools are great but have other options as well.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

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

CCNG

APRIL 27, 2022

was my first day of work as the Director of Operations for a contact center outsourcing company. Their operations consisted of a large fulfillment center, the contact center, and a large client services organization serving almost 100 clients in the business-to-consumer and business-to-business industry verticals.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 48% of consumers expect specialized treatment for being good customers. Accenture, 2017) Consumer demand better service from companies More than 60% of customers say they now have higher customer service standards. Customer Service and Support Customer experience can’t go without customer service.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Altitude

MAY 3, 2018

Data is the lifeblood of companies: personal data, financial data, intellectual property, all are critical for your organization. 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.

Technology 61

Technology Personalization CCNG Contact Center 61

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