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.
CCNG
MAY 10, 2023
Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. Jump on a customer service call.
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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. This helps enhance the customer's shopping experience and can lead to increased sales and customer satisfaction.
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. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.
CCNG
APRIL 13, 2022
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. Kevin is the Vice President of Operations for Guardian Protection Products and a CCNG member.
CCNG
MARCH 23, 2022
Another development in the call center industry is the level of interconnection between what used to be a self-contained call center to all the other areas of a business, including sales and support. It is a challenging time to be supporting the customer, but we also have the technology and capability to succeed as never before.
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?”
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