CCNG

JUNE 7, 2023

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. This ensures that customers receive timely assistance, improving their overall experience.

Contact Center 195

Contact Center CCNG APIs Scripts 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

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

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

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. 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

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

MAY 4, 2022

The life of a contact center agent isn’t easy. It involves helping customer after customer with little to no recognition for taking on a difficult issue and finding a solution. Given this information, what can contact centers do to help reduce agent churn and keep agents employed?

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 195