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.

Personalization 195

Personalization CCNG Customer Service B2C 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

MAY 8, 2024

Real-time speech analytics analyzes audio data on live calls during customer interactions, providing immediate insights. This feature is especially useful in customer service and support calls, allowing supervisors to intervene promptly in challenging situations.

Analytics 195

Analytics CCNG Quality management Call Center 195

CCNG

MAY 3, 2023

In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. The world we live in has changed and our success and ability in supporting our people who in turn support our customers must in turn evolve without losing that focus.

Contact Center 195

Contact Center CCNG Technology Personalization 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

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

SEPTEMBER 29, 2020

So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. Jaedeanne Shaver is Customer Service Training and Quality Manager at Alcon in Fort Worth Texas.

CCNG 195

CCNG Quality management Customer Support Management 195

CCNG

APRIL 13, 2022

Kevin is VP of Operations with Guardian Protection Services in Hickory NC. He recently spoke with CCNG about these perspectives in light of managing and working-from-home for the past year or more. He has also developed teams sustaining success within high-volume sales and customer service companies.

CCNG 195

CCNG Sales Personalization Management 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. One would promise a customer something that the other couldn’t deliver. “I hate my job. If they don’t care, why should I?”

CCNG 195

CCNG Calibration Employee engagement Call Center 195

CCNG

AUGUST 2, 2023

In my experience, the most successful programs are the ones that use the technology as a lever for reimagining processes to improve the lives of the employees and therefore improve the customer experience too. Lack Of Decent Change Management - Often The Cause Of Transformation Derailment!

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

SEPTEMBER 17, 2020

David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service.

CCNG 195

CCNG Coaching CRM Accountability 195

CCNG

APRIL 19, 2023

This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness. Also, contact centers should ensure each supervisor/team manager has the skills, attitudes, zeal, and basic desire to manage people.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

JULY 11, 2020

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. We at CCNG have always believed the most powerful--and underutilized--tool in the contact center is your personal professional network.

CCNG 195

CCNG Benchmark Contact Center Customer Care 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. Leverage Data – Big data can be powerful if managed effectively.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. Their after-call survey asks, “If you owned a customer service company, would you hire the agent you just spoke to?”

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

NOVEMBER 8, 2023

This is how many customer service systems are designed today. You get service immediately 24/7 because a bot answers the call or text message. The bot attempts to help out and will pass the customer to a human if the conversation becomes too complex. Humans are still better at managing human problems than any AI system.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

CCNG

JANUARY 18, 2023

This requires managers to define the rules of agent engagement that enable agents to know which decisions to make in each type of customer engagement. It is a top-down approach, because it’s managers who define the processes and decisions needed to arrive at desired outcomes and then train agents in their use.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CX Global Media

SEPTEMBER 5, 2018

Because I know how valuable it can be to you, I was thrilled to meet up with Daniel Weiss of 8×8 at a CCNG networking event Coca-Cola Consolidated’s contact center in Charlotte, North Carolina and ask him some questions about his participation and what he learned. Here is an edited transcript of my interview. Thanks Daniel. Please Share.

Best practices 174

Best practices Contact Center CCNG Coaching 174

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. Maintain the accelerated pace of digital transformation.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

OCTOBER 12, 2022

Could creative organizational structures be a way to create new and dynamic management-to-employee ratios in a way that helps drive employers’ career development, employee satisfaction, and retention? Try changing the manager-to-employee/worker ratios. Why do we suddenly promote a new first-level leader to manage 15 to 20 people?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

MARCH 8, 2023

Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. By asking a combination of these types of probing questions, managers can develop a more comprehensive understanding of how best to resolve their employee's issues. So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

APRIL 27, 2022

My background is sales management. I was hired by this CEO to change the culture from customer service to sales because 95% of this company’s clients were in the consumer products and services industry. I did the same thing with the account managers and clients. I had no idea about contact centers.

CCNG 195

CCNG Contact Center Scripts Feedback 195

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

CCNG

OCTOBER 19, 2022

(Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2022) CX programs that exceed management expectations are 2.3 PwC, 2017). Temkin, 2018).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

FEBRUARY 24, 2022

Many current Recruiting Management Systems (RMS) reward cutting costs. She is a frequent contributor/speaker/guest on podcasts and at many customer service and contact center organizations and events where she loves discussing CX, EX, and remote work. Doing so can make companies more productive and profitable as well.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

JULY 27, 2022

Call centers derive metrics at the agent and center levels to gauge the overall effectiveness of agent teams regarding performance, productivity, and other customer satisfaction-related activities. Operations managers monitor key performance indicators (KPIs) to assess agent efficiency. It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

MARCH 23, 2021

Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time. Elastic customer service means companies can scale customer service up or down according to customer demand without ballooning costs, training new agents, offshoring, or planning seasonal fluctuations.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

Avaya

OCTOBER 25, 2018

He has significant experience helping clients develop customized consumer solutions specifically designed to meet their business needs. Throughout his career, he has held various corporate marketing, brand management, advertising, promotions, and advertising agency executive posts. Our recent channel surfing study suggests not.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

NOVEMBER 29, 2023

If a contact center is well managed and properly leveraging the right technologies for reducing contact volumes and automating repetitive tasks related to being an agent, AHT may seem high. Lowering AHT lowers the cost to serve and increases agent availability. However, to be a genuinely effective metric, AHT needs to be viewed in context.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 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

Aria Solutions

OCTOBER 9, 2019

Interactions once conducted on traditional channels like voice, email and standard IVR are moving to more manageable, lower-cost alternatives like chatbots, VPA (Alexa) and WhatsApp. To help your organization better enable customer service agents, I wanted to share two recent webinars I led with Contact Center Network Group (CCNG).

CCNG 9

CCNG Customer Service Contact Center Interactive Voice Response 9

CCNG

AUGUST 9, 2023

For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. When implementing generative AI in your contact center, start with small, manageable projects and gradually scale up as you gain experience and confidence in the technology.

Contact Center 195

Contact Center Chatbots Education Technology 195