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. There are many incredible case studies of AI positively transforming the contact center. CRM has long been in the cloud.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

APRIL 13, 2021

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. She is a long-time CCNG member, Town Hall facilitator, and blog contributor.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

CCNG

JULY 2, 2021

In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy. I recently spoke with David Hadobas of CCNG to discuss this important topic. Emmersion proves speaking and writing ability for contact centers and BPOs around the world.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CCNG

JUNE 28, 2023

So please, if you're posting a role for a contact center leader, don't call it customer experience unless that role has a lot more under its purview. Michelle Martinez is a CCNG colleague, experienced leader with a strategic and logical approach, emphasizing servant-led leadership and fostering collaboration.

CCNG 195

CCNG Customer Experience Customer Service B2C 195

CCNG

NOVEMBER 16, 2022

Look upstream – Too often, contact center leaders are focused on navigating through their daily operational challenges that they neglect to look upstream to identify and resolve the process failures that initially caused the calls, complaints, or issues to occur in the first place.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 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 call center operations are now scattered across 23 states, which she sees as a positive "because it's given us access to all sorts of different talent."

Call Center 195

Call Center CCNG Customer Care Engineering 195