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. Providing 24/7 Support : Chat GPT can operate around the clock, providing customer support even outside regular business hours.

Contact Center 195

Contact Center CCNG APIs Scripts 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

AUGUST 21, 2020

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

Customer Care 195

Customer Care CCNG outsourcing Contact Center 195

CCNG

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. 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

JUNE 14, 2023

By understanding the building blocks of emotional connection, implementing strategies to enhance customer experience, and measuring the impact of your efforts, you'll be well on your way to harnessing the power of emotional connection for your business.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

SEPTEMBER 29, 2022

Produce An Easy Customer Support System Absolutely any service or action the customer can start and complete without ever needing to contact the business. Customers that are already looking for self-service options want to go as far as they can on their own, without you getting in the way.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

MAY 27, 2021

Migration from cost center to revenue center In the continual drive to do more with less, more contact centers are moving from being a cost center to a profit center by moving from pure customer support, to a sales focused center. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

Consulting 195

Consulting Consulting Contact Center Gamification 195