CCNG

NOVEMBER 9, 2021

CRM has long been in the cloud. In other words, AI needs to be trained to understand the nuances of an individual business’ customer experience and journey. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai I talked in greater detail with David Hadobas and Vince Lynch.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

MARCH 16, 2022

Together we have more than 56 years of experience. 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.

Contact Center 195

Contact Center CCNG Best practices Consulting 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

CCNG

FEBRUARY 15, 2023

But fundamentally, isn’t customer experience about building customer relationships one customer at a time? Isn’t this the foundation of a CRM strategy? Do you want your customer jumping through hoops early in the relationship with you just to obtain a simple answer?

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

MAY 27, 2021

Bringing in an outside expert to help facilitate change can make your job much easier, improve performance, decrease costs, and provide a positive impact to the agent experience and customer experience. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

APRIL 12, 2023

Customer satisfaction, customer experience, automation, longer than acceptable hold times, call abandonment, or possibly all of the above? Is the customer able to find the resolution quickly and efficiently? Agent Experience & Enablement: Are your agents equipped with the right tools to handle your customer’s needs?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

JUNE 21, 2023

That lack of visibility makes it difficult to understand the entire customer journey. And, when combined with poor cross-channel integration, it all leads to inconsistent customer experiences. Customers must re-authenticate themselves when switching channels; they have to repeat information at each new interaction.

Customer Service 195

Customer Service CCNG Self service Automotive 195