CCNG

MARCH 16, 2022

For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members. Together we have more than 56 years of experience.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

NOVEMBER 9, 2021

CRM has long been in the cloud. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI. COVID sent agents to work remotely, and the current job market will keep them there.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

MARCH 23, 2022

This includes the documentation of customer interactions in a company-wide CRM tool and access to delivery schedules and product details. David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

SEPTEMBER 17, 2020

Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems. Finally, the Systems cornerstone includes things like having integrated systems and using a mature Customer Relationship Management (CRM system.)

CCNG 195

CCNG Coaching CRM Accountability 195

CCNG

FEBRUARY 22, 2021

If I had to go to a manual method at my call center (using a different method of logging tickets, because I lost my CRM or my ticketing system) then how do I get back into getting that data back into the systems? Your key business applications (CRM, your ticketing system, etc.) And agent availability is the last big one.

CCNG 195

CCNG Contact Center CRM Call Center 195

CCNG

FEBRUARY 15, 2023

Isn’t this the foundation of a CRM strategy? Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor. Bob can be reached via the CCNG website member directory or on LinkedIn.

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

NOVEMBER 9, 2022

Cloud-based providers of omnichannel customer service, CRM, QA, coaching and other processes creatively aligned with their customers to advance remote workforce capabilities and elevate CX. Greg Salvato is a CCNG member and regular contributor, CEO of TouchPoint One LLC based in New Albany, OH.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195