This is where you break down barriers to enhance contact centers

Call Center Coach

To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina.

Hearing the Voice of Our Customers and Partners: The Value of Exchanging


Designed for customer experience and contact center decision makers, the Altitude Xchange is the place to share best practices, evaluate real-world solutions, get insights and discuss new ideas.

Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now


Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries. social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact Central

It´s The Most Wonderful - And Busiest - Time Of The Year


How to ace customer journey to – and from- Black Friday and Cyber Monday.


Reducing Agent Effort and Lowering AHT for a Better CX

Speaker: Roger Lee, Director - Customer Success, Gridspace

The on-demand Society needs a new Contact Center model


The only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey. Contact Center Customer Experience Customer Journey omnichannel on demand society Customer Management industry CCNG Customer Contact Central

Who Will Take on the $4 Billion Challenge?


“You must spend money to make money.” – Plautus The 2015 CCNG Executive Summit was a success because attendees shared their experiences, both good and not-so-good. → Agent Experience Customer Experience featuredSo much so that on my flight home, my head spun with industry buzzwords and emerging trends. But one in particular stood out for me: Agent inefficiencies continue to … Continue reading Who Will Take on the $4 Billion Challenge?

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8 Customer Service Networks You Need to Follow in 2019


When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. CCNG does just that.

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Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience. David Hadobas CEO, CCNG.

Customer-Centric Cultures are Made of This

Beyond Morale

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to.

Customer Engagement + Bots: Connect with your customers in a new way

Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions

The Spotlight Is On the Back Office—Finally!


Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time.


Driving Contact Center Change: Chatbots, OmniChannel, Cloud


Because each one in its own way increases efficiency and decreases customer effort. But what about customer effort? Studies show that the majority of customers would rather have an effortless experience than a delightful one (CCIQ).