article thumbnail

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.

article thumbnail

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.

CCNG 195
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

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.

article thumbnail

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.

CCNG 195
article thumbnail

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.

article thumbnail

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.

article thumbnail

The One With The Mad Max World of Travel Today

CCNG

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

CCNG 195
article thumbnail

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?

article thumbnail

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.