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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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The Efficiency Equation: Tackling Hidden Costs in Contact Centers

CCNG

Ultimately, these improvements lead to better customer experiences, higher agent satisfaction, and increased profitability. This post was submitted by Lorne Wood , a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions.

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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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Return to Office (RTO) Mandates – Are We Focusing On the Wrong Solution?

CCNG

This post was submitted by Adam Boelke , a CCNG Academy member who helps fellow members and leaders optimize call center performance and establish a culture of engagement that drives bottom-line results.

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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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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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We’ve Always Done It That Way!

CCNG

Successful organizations re-invent themselves to stay current with the times, technology, and desires of their customers. David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion.

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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.