CCNG
DECEMBER 27, 2023
Add to this our daily personal, family and job stresses, and it's clear why many feel overwhelmed and ultimately disengage or worse. Greg Salvato is a valued CCNG member sharing his insights and experience on a variety of topics including leadership in the customer care field. It's a complex landscape.
CCNG
SEPTEMBER 6, 2023
We all know that many jobs are filled by networking, especially true in contact center, customer care and customer experience leadership positions. I would prioritize having conversations with the hiring person first or someone close to the hiring person.
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CCNG
NOVEMBER 22, 2023
Host a communication game where everyone tells a story and the last person tells the story out loud to the group. 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.
CCNG
JULY 11, 2020
In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success.
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. How can I make conversations personal over video? How can I make coaching as effective when not in person?
CCNG
DECEMBER 8, 2022
She said Hyatt is a company that is focused on empathy both for its employees and guests, and that standard of care has to carry through all interactions. She said she takes pride in having a customer care team that lives up to its name. "I I think [calls are now about] people that want an extra level of care," she said.
CCNG
MAY 10, 2023
You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. It’s then, and only then, that we can deliver better experiences to our customers each day. You waited longer than a few minutes for an answer to a simple question.
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