CCNG

AUGUST 21, 2020

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.

Customer Care 195

Customer Care CCNG outsourcing Contact Center 195

CCNG

FEBRUARY 8, 2023

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.

Service level 195

Service level CCNG Contact Center Healthcare 195

CCNG

OCTOBER 14, 2021

Last, but very much not least, ask CCNG. Ryan Bradley, recently former VP Selective Insurance, head of customer care, has held a variety of contact center leadership roles primarily in the insurance industry (Farmers, Erie, Selective). They have 10K+ contacts across the industry. They know someone who can help you!

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Strengthen connection through volunteering.

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Gamification Customer Experience CCNG Employee engagement 195

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. So, the learn and lead team is what specifically works for that. Jim Rembach : So, I have to ask you.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. This event was driven by members and lead by their questions and insights.

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Contact Center CCNG Best practices Government 221