CCNG

MARCH 16, 2022

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Together we have more than 56 years of experience.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

MARCH 22, 2023

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Vicki shares that when employees don’t feel engaged at work, there is a negative chain reaction of events that affect every KPI in the organization. It starts at the top.

Employee engagement 195

Employee engagement CCNG First call resolution Contact Center 195

CCNG

AUGUST 5, 2021

I am an old school contact center person. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.

Enterprise 195

Enterprise Contact Center CCNG Call Center 195

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.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

SEPTEMBER 24, 2021

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. Our discussion included topics such as (1) What strategies and incentives are contact centers using to address a very challenging labor market? (2)

CCNG 273

CCNG Healthcare Contact Center Marketing 273

CCNG

DECEMBER 16, 2020

In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. Customers need access to service and companies now realize that many of the existing solutions are not prepared for these types of events.

Contact Center 195

Contact Center CCNG Self service Interactive Voice Response 195

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.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

FEBRUARY 22, 2023

INVEST IN CUSTOMER-FRIENDLY TECHNOLOGIES After major or minor health events, members are focused on solving their own problems and on how an insurance provider can help. They want immediate answers and expect frontline personnel to help them on the first contact. Written by Ami Zumkhawala - Cook, shared by CCNG member Jeremy Ahto.

CCNG 195

CCNG Contact Center Healthcare Technology 195

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Everyone Wants the Same Thing The company and the contact center agents both want the correct updated information to offer to customers. Coaching can be more acceptable to a contact center agent.

Technology 195

Technology CCNG Coaching Contact Center 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Why should we care? Because things WILL get better.

CCNG 195

CCNG Employee engagement Consulting Consulting 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

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Unleash the full power of your systems and data. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. I have spoken at trade shows and events, done videos, written articles and been on countless webinars.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

Call Center 195

Call Center CCNG Contact Center Feedback 195

CCNG

JANUARY 31, 2024

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Recognized as a subject-matter expert on virtual/work-at-home environments and leadership development.

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

JULY 20, 2022

Throw a pandemic on top of this tectonic shift in expectations and you have a tidal wave of change impacting how we recruit and retain employees in our contact centers. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. The time for choosing is now. What say you?

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

APRIL 3, 2024

When crises or difficult decisions arise, they're addressing informed colleagues who can contextualize events - not bewildered, embittered bystanders misled by disingenuous claims like "we're ethical" or "sustainability is a priority." Undoubtedly, executives face pressures from investors and boards to present an idealized public face.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Fonolo

MARCH 6, 2019

One of the greatest gifts you can give yourself in your education is exposure to some vital organizations that offer resources, events, and other educational pieces that will make you an expert in no time. The Contact Center Network Group supports a vital part of the customer service industry: Call centers.

CCNG 102

CCNG Customer Service Education Contact Center 102

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

OCTOBER 29, 2018

Designed for customer experience and contact center decision makers, the Altitude Xchange is the place to share best practices, evaluate real-world solutions, get insights and discuss new ideas.

Best practices 68

Best practices Contact Center Customer Experience Management 68

CX Global Media

AUGUST 28, 2018

Contact centers around the world face similar challenges, yet so many continue to work in silos. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. The half-day event was filled with sharing, learning and great idea exchange. David, glad to have you here.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CX Global Media

SEPTEMBER 5, 2018

I’ve been very fortunate to have gained different perspectives in the contact center industry. Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria.

Best practices 174

Best practices Contact Center CCNG Coaching 174

Contact Center Geek

SEPTEMBER 10, 2021

It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?” So, my first answer to that question is to get involved with a regional contact center association.

contact center associations 62

contact center associations Contact Center CCNG Government 62

Beyond Morale

SEPTEMBER 30, 2013

I spend a lot of my life working with customer experience and contact center leaders. I participate in various events with different associations. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ).

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CCNG

JUNE 21, 2023

Modern contact centers support many digital channels, touchpoints and interaction modes. Compare real-time customer behaviours with historical data about similar customers and events. Contact users on the most appropriate channel and at the best time for them. In these cases, reaching your contact center should be easy.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CX Global Media

SEPTEMBER 10, 2018

Contact centers are built on processes and systems that need to be managed and led. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. Who just hosted a fantastic event with CCNG.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

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