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. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members.
CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.
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CCNG
OCTOBER 14, 2021
Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. I speak with a lot of vendors and technology firms. Last, but very much not least, ask CCNG. Where do you start?
CCNG
AUGUST 21, 2021
But despite the evidence and the voices of determined team leaders around the globe, contact centers have been slow to acknowledge this connection and that the outdated approaches, processes, and technologies currently in use won’t deliver success in today’s highly competitive, rapidly evolving, labor-constrained digital age.
CCNG
SEPTEMBER 23, 2020
Creating a seamless experience for our customers increases loyalty, decreases our costs and creates better employee engagement. Customer Experience is the end-to-end interaction that customers have with us from being a prospect to buying our products and services to paying for them and everything in between.
CCNG
NOVEMBER 9, 2022
The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Technology and data abound in contact centers but often aren't leveraged to their full extent.
CCNG
APRIL 20, 2022
Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?
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