CCNG

NOVEMBER 22, 2023

Employee surveys are a great way to get employee feedback and implement changes where possible. CCNG member Simone Forman is a 25 year customer care veteran leading and fostering highly collaborative relationships across contact center organizations. In some cases, employee's schedules can be a pain point.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

MARCH 4, 2021

We’ve heard that from contact center trainers and trainees a lot over the past year. With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work.

CCNG 195

CCNG Contact Center Surveys Coaching 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. Use this time to double down on CX and emerge stronger tomorrow.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

CCNG

SEPTEMBER 8, 2020

The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Many of the differences between on-site training and virtual training are identified as well as solutions to help your contact center overcome them.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

OCTOBER 11, 2023

There's little worse than asking people for their feedback and then doing nothing about it. Michelle Martinez is a CCNG Academy member, experienced leader with a strategic and logical approach, emphasizing servant-led leadership and fostering collaboration.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). What's a leader to do then?

Morale 195

Morale Contact Center CCNG Agent burnout 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

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. Since I also consume a lot of content I have built up a list of things I was willing to give my time to freely to try and help others.

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. Connect with me on LinkedIn [link] to let me know your feedback on these trends and on the webinar. This acceleration of trends will continue through 2021 What’s happening at the agent level?

Call Center 195

Call Center CCNG Contact Center Feedback 195

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

JUNE 14, 2023

Actively listening to customer feedback and observing their behavior can provide valuable insights into their emotional needs and help you tailor your products, services, and communication strategies accordingly. Analyze feedback to identify areas where you excel and those that may need improvement.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 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. Use the feedback to create an employee-centric culture. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member.

CCNG 195

CCNG Consulting Consulting Contact Center 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

Beyond Morale

SEPTEMBER 30, 2013

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

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CCNG

OCTOBER 19, 2022

Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Forrester, 2016) 63% of CX professionals use customer feedback to prioritize investment in better products, services, and customer experiences. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195