CCNG

MAY 17, 2023

There is a lot of hype around ChatGPT now so I thought I would write to help address some of the excitable theories about how it might impact the Customer Experience environment. ChatGPT is a possible future communication channel with customers. What is ChatGPT? ChatGPT is Chatbot.

Customer Service 195

Customer Service CCNG Government Chatbots 195

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JUNE 7, 2023

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.

Contact Center 195

Contact Center CCNG APIs Scripts 195

CCNG

NOVEMBER 9, 2021

The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person. In other words, AI needs to be trained to understand the nuances of an individual business’ customer experience and journey. If you’d like to learn more you can watch the video.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

MARCH 9, 2022

I had the opportunity to sit down with customer service keynote speaker and fount of customer service wisdom, Gavin Scott, on an episode of CX Passport. Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode.

CCNG 195

CCNG Surveys Customer Service Customer Experience 195

CCNG

FEBRUARY 22, 2023

While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor. Since the Medicare star rating system now gives more weight to customer service scores, insurers must explore ways to enhance this facet of the care experience.

CCNG 195

CCNG Contact Center Healthcare Technology 195

CCNG

JULY 12, 2023

When I was a customer service executive, a big part of my bonus was tied to something called a Net promoter Score. It is a survey that asks how likely you are to recommend a product or service. Some think this is a good thing for customer service, but they’re wrong. This is shaky math.

CCNG 195

CCNG Airlines Surveys Feedback 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.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

JANUARY 3, 2024

Lorne Wood is an experienced contact center leader with a career in customer service dating back to the early 1990’s. As an industry colleague and CCNG member, Lorne shares his perspectives and experience developing and implementing strategies that ensure efficiency and drive extraordinary customer experiences.

Contact Center 195

Contact Center CCNG Analytics Customer Experience 195

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. “I hate my job. If they don’t care, why should I?”

CCNG 195

CCNG Calibration Employee engagement Call Center 195

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. Personalized Customer Experiences: With data analytics, contact centers can segment customers based on their preferences and behaviors.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

AUGUST 2, 2023

How to Embark on a Contact Center Transformation Project How to get onto the right track to deliver exceptional customer experiences, that's the big question. Your employees are a critical component of delivering exceptional customer experiences.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

SEPTEMBER 22, 2022

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. A CX Contact Center expert, Consultant, Author, Speaker and Investor- 40+ yrs-Bringing Order to Chaos in Customer Service, Customer Experience, and Inside Sales. But there is no better time to start your re-think than today.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

DECEMBER 20, 2023

Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. More on that later.) The End of Human Interaction in Call Centers?

Call Center 195

Call Center Chatbots CCNG Technology 195

Fonolo

MARCH 6, 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. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

MARCH 8, 2023

Moreover, striving for efficiency without compromising customer service is even more important; good customer service should never come at the cost of agent burnout. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

MARCH 1, 2023

An agent drained and taxed is thoroughly challenged to deliver empathetic customer service even when it’s needed most. A customer in need of a good, empathetic experience is an opportunity that matters; when that moment is missed, customer loyalty suffers. Working from home leaves agents feeling alone and isolated.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

AUGUST 9, 2023

It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience. The more specific you are the better the result.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

JUNE 21, 2023

Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys. This creates a seamless customer journey. Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. You have to anticipate customer needs.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

NOVEMBER 29, 2023

Customer Satisfaction (CSAT) Unlike many metrics and indicators, CSAT (Customer Satisfaction Score) provides a near real-time view of how your customer experience is lining up against expectations as it asks customers to rate an interaction moments after its conclusion.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

MARCH 23, 2021

Customers have poor experiences, which negatively affects the customer's experience: The more mundane the calls, the harder it is for agents to stay focused and engaged. Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

JULY 27, 2022

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. Call centers measured customer satisfaction based on the speed at which an agent answered the phone and responded, regardless of whether the request was resolved. It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Verint

DECEMBER 9, 2015

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.

CCNG 21

CCNG Banking Finance Contact Center 21

CX Global Media

AUGUST 28, 2018

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. Here is an edited transcript of my interview.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CCNG

MAY 11, 2022

Many others spend a lot of time interacting with internal or outsourced call center agents and leadership, so they have firsthand knowledge of the vital part these individuals play within the customer service organization. ? agents lack appreciation for the call center job? Again, call center operations in the U.S.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Altitude

NOVEMBER 29, 2017

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.

contact center solutions 49

contact center solutions Contact Center Sales Marketing 49

CCNG

NOVEMBER 10, 2015

The porter physically writes our cabin number on the luggage tags, attaches said paper tags to our … Continue reading The Psychology of Service Recovery → Our story begins on an unseasonably sunny hot spring day in the Port of Miami.

Customer Service 170

Customer Service Customer Experience 170

Altitude

APRIL 3, 2018

It’s not a news anymore that people today choose and buy experiences, not products or services, and the advancements in technology increase both customer expectations and space for businesses to wow them. The potential of wowness (what a word, huh? Does it even exist? Well it does now ?? )

Banking 49

Banking Technology CCNG Chatbots 49

Altitude

NOVEMBER 21, 2018

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

CCNG 40

CCNG contact center solutions Multichannel Contact Center 40

CX Global Media

JULY 11, 2019

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. Nate Brown Director Of Customer Experience, UL EHS Sustainability.

Contact Center 120

Contact Center CCNG Morale Coaching 120