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

NOVEMBER 22, 2023

Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%. CCNG member Simone Forman is a 25 year customer care veteran leading and fostering highly collaborative relationships across contact center organizations.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

MARCH 12, 2021

The past year has been difficult for contact centers. Prepare your contact center leaders, managers, frontline supervisors, and directors to manage in a virtual environment. She is a long-time CCNG member and contributor. Low customer effort drives brand loyalty and reduces cost. Focus on leadership.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

SEPTEMBER 22, 2022

For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season. What does it say about the roles and the work these folks have done in our call and contact centers that leaving seems like a good idea? Summer is typically a slower time of year for many organizations.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

JUNE 16, 2021

I spoke in detail with CCNG President David Hadobas and IV.AI CEO Vince Lynch about how senior executives and call center stakeholders should be thinking about this. Owen McGrath is Head of US Sales with IV.AI This is the one biased data point we don’t see as problematic.

CCNG 221

CCNG Government Healthcare Enterprise 221

CCNG

JUNE 3, 2021

The “good” is headlined by cutting the total cost of ownership in a contact center, and outsourcing can make good sense, but the “bad” comes with a price. John Novak is a global Sales and Operations executive with over 40 years in the customer care and customer experience industry.

outsourcing 195

outsourcing CCNG Government Customer Care 195

CCNG

MARCH 30, 2022

Some sales organizations utilize email “cadences” to drive their business development efforts by utilizing a certain order of pre-programmed emails in the quest for increasing sales. Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

JUNE 14, 2023

Align your emotional connection initiatives with your broader business goals and ensure that they complement other strategic efforts, such as product development, marketing, and sales. It's also important to cultivate a company culture that values emotional connections, both with customers and within the team.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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

JULY 27, 2022

Call centers measured customer satisfaction based on the speed at which an agent answered the phone and responded, regardless of whether the request was resolved. With the shift to multi-or omnichannel contact centers, today's emphasis is on customer experience. Consistency is just as important with remote agents as in-center.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Altitude

NOVEMBER 29, 2017

Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

contact center solutions 49

contact center solutions Contact Center Sales Marketing 49

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

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