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 15, 2023

Isn’t this the foundation of a CRM strategy? Start hiring representatives with the skills and abilities to manage contacts independently and resolve customer inquiries quickly. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor.

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Use game mechanics as a core component of your performance management and employee engagement strategy.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

APRIL 12, 2023

Solutions like Knowledge Management, CRM integration, agent assistance and so much more help with both their experience and enablement. Workforce Alignment & Optimization: Being able to have the right resource in place at the right time goes beyond workforce management.

Contact Center 195

Contact Center Average Handle Time Business Process Outsourcing outsourcing 195

CCNG

JUNE 21, 2023

Design and manage omnichannel experiences. Customer context management tools can help. It should integrate with your existing CRM and back-office systems to give a single, unified view of all channel interactions. You have to anticipate customer needs. Here are seven ways to deliver leading, digital customer experiences.

Customer Service 195

Customer Service CCNG Self service Automotive 195