CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. For more information on CCNG member hosted events, please visit CCNG.com/Events.
CCNG
DECEMBER 14, 2023
Customers still like to talk to people! In the late 90s, I thought I would get rich by eliminating humans in customer service. Customer service is still a game of defense There is a lot of advise on how to improve customer service. The reward for great customer service is nebulous.
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CCNG
JUNE 28, 2023
Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails". Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.
CCNG
MARCH 12, 2021
Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.
Speaker: Roger Lee, Director - Customer Success, Gridspace
Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? June 6th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Below are key points from this discussion.
CCNG
FEBRUARY 15, 2023
What role can your customer service organization play in helping to support the construction of strong customer relationships? Here are some ideas: YOUR CUSTOMER SERVICE REPRESENTATIVES ARE OFTEN THE PERSONIFICATION OF YOUR BRAND. Bob can be reached via the CCNG website member directory or on LinkedIn.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Learn how to address, manage, and utilize: People.
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. But what about other digital channels?
Speaker: Roger Lee, VP Customer Success, Gridspace
For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. Providing data-driven coaching in live calls.
Speaker: Roger Lee, VP Customer Success, Gridspace
For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. Providing data-driven coaching in live calls.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
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