CCNG
FEBRUARY 8, 2023
Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days. Service levels were at 90% and quality scores were at 98%.
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. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members. Below are key points from this discussion.
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CCNG
JANUARY 10, 2024
As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Every change must be documented to stay within regulations, and this documentation must be automated. Will this change in information be documented in the quality scorecard, and if so, how?
CCNG
JULY 12, 2020
CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.
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. Performance improvement processes are a continual battle.
CCNG
JULY 19, 2023
Back-office work is handled differently than contact center work, so be sure these differences are factored in. But you still have to account for work that is conducted and not captured in any system or documentation. Document conversations and monitor for inconsistencies. WFM isn’t just for the contact center anymore.
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.
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