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Applying Lessons Learned During this Pandemic to Next Level Customer Care 

CCNG

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

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Facing Today's Challenges With One Invincible Human Superpower

CCNG

Greg Salvato is a valued CCNG member sharing his insights and experience on a variety of topics including leadership in the customer care field. What's the most effective tool we have for this? Greg is CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

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Achieving a Service Level of 90% with a Brand New Remote Contact Center in Less than 120 Days

CCNG

Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor on Town Hall member events. For full access to this Town Hall recording and other past CCNG programs, please visit our BrightTalk channel - Contact Center and Customer Care Best Practices.

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The Hidden Job Market: Practical Tips to Increase Your Chances of Landing a New Leadership Position

CCNG

We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. Next even if the job is posted you may not be seeing all the postings , thus many jobs may be “hidden” from you.

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Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.

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Unleash The Power of Your Employees and Watch Your Business Thrive on Your Path to Rock-Solid Employee Engagement & Development

CCNG

This surge of enthusiasm cascades into the realm of the overall customer experience, and provides a treasure trove of benefits for both customers and the company's long-term stability.

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AI IS DISRUPTING CX, WHAT DOES THAT MEAN FOR ME?

CCNG

Now, let's dive into this fascinating fusion of tech and customer care. I do not discount that a world where AI-driven chatbots handle routine inquiries and human agents tackle complex customer issues will result in some downsizing of that frontline workforce. Are you prepared enough to help yourself and others?

CCNG 195
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Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care. The topics discussed during this webinar replay include: Do I need to score more calls when my agents are working from home?

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CSR Recruiting, Hiring and Retention

Speaker: Andrew Decker, Customer Care Manager, VSP

Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.