CCNG

OCTOBER 11, 2023

Creating happy work environments But what may not be as obvious is that the product team responsible for the digital experience, the finance team responsible for the 30-day return policy and the marketing team that didn't make the policy clear also impacted the customer's experience.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

JANUARY 17, 2024

Jake’s experience is just one real-life example of what recent market studies by Gallup and others have clearly proven in their statistics: A great employee experience (EX) is THE fundamental foundation to creating a great customer experience (CX). He said, “So I don’t even try much anymore.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

CCNG

OCTOBER 4, 2023

In all of these cases, the technology removed some roles and then created new roles: mechanics for the steam engines, digital marketers, web designers and analysts for the web stores, and programmers for the word processors. Remember when the steam engine meant farm owners no longer needed as many farmhands?

CCNG 195

CCNG Engineering Chatbots Education 195

CCNG

JULY 12, 2023

An aggregated survey score that can be used for marketing purposes, secondarily for executive incentives, and if your response is extremely negative, you might get some attention. Amas Tenumah is a long time CCNG member and regular contributor with his content sharing and speaking with fellow members.

CCNG 195

CCNG Airlines Surveys Feedback 195

CCNG

FEBRUARY 15, 2023

Originally published in 1993, this book revolutionized marketing when it was first published. Considered a radical rethinking of marketing basics, this bestselling book has become today's bible for marketers. Granted this book was written with a marketing bent and some of the discussions are outdated.

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

APRIL 13, 2021

CCaaS vendors keep up with market trends and regularly implement new capabilities and new versions of their software. She is a long-time CCNG member, Town Hall facilitator, and blog contributor. Another significant value offered by CCaaS is speed.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

CCNG

AUGUST 3, 2022

Connect frequently with your professional network to stay abreast of new developments and best practice concepts beyond your core markets. Participation is a muscle that gets stronger the more you use it. ? Now more than ever, leaders benefit from understanding the potential presented by new ideas and emerging solutions.

Best practices 195

Best practices CCNG Marketing Personalization 195

CCNG

JUNE 15, 2022

Here are four ways to expand your view: Use your professional network to expand your vision beyond your immediate market and specific industry. Lon Hendrickson is the Executive Director of the CCNG Magnet Program. A wide network of informed, experienced contacts gives you access to new and valuable information.

Best practices 195

Best practices CCNG Consulting Consulting 195

CCNG

MAY 17, 2023

Information on the internet is often Marketing, self-promotion or an opinion. Brad Shaw is the CEO of livepro based in North Sydney AUS and a CCNG corporate member. ChatGPT does not think, and this makes it unreliable for Customer Service Environment. It copies information previously been stored on the internet to provide an answer.

Customer Service 195

Customer Service CCNG Government Chatbots 195

CCNG

NOVEMBER 17, 2020

Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member. Emma for 10+ years, Emma has helped businesses understand customer behavior and accomplish their operational goals through marketing strategy, graphic and UX design.

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

Call Center 195

Call Center CCNG Contact Center Feedback 195

CCNG

JUNE 16, 2021

The immediate takeaway from all of this is that new laws governing AI are likely coming, and that it’s now a perfect moment to examine how we build, market, and implement AI such that we ensure it’s ethical and compliant. I spoke in detail with CCNG President David Hadobas and IV.AI

CCNG 221

CCNG Government Healthcare Enterprise 221

CCNG

JUNE 14, 2023

In today's competitive market, providing an outstanding customer experience is more important than ever. 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.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CX Global Media

SEPTEMBER 5, 2018

It’s important to realize that if you’re in the market for a solution, your vendor’s experience and perspective can greatly amplify the value they provide. We just participated in a CCNG networking event which was absolutely phenomenal. Some solution providers invest in their own knowledge gain, while others do not. Thanks Daniel.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

JULY 20, 2022

Like the many marketing strategies organizations employ to acquire new customers, we should be doing the same to acquire candidates (as opposed to applicants) to fill our open positions. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Imagine what your employees must be thinking.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

NOVEMBER 2, 2022

What if Marketing launched a new promotion without you having time to fully prepare? Chris Lawson is Director of Client Success at WiserOwl LLC and a long time CCNG member and advocate. Consider some of the variables that may impact AHT: What if you have a group of new hires on the phones?

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

SEPTEMBER 29, 2022

Parna Sarkar-Basu, Brand and Buzz Marketing, LLC. Implement A Chat That Works 24/7 Leveraging chatbots allows marketers to offer 24/7 customer service, an extremely important factor in business success. Roshni Wijayasinha, Prosh Marketing Jessica Gopalakrishnan is the Senior Director Of Marketing at Cognigy, a CCNG member.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. How Can Work@Home Work for You?

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

FEBRUARY 1, 2023

For example, one of our clients that is known as a good employer had exhausted the job market for contact center associates in their community. It opened an untapped market of candidates who they had already vetted and who were already familiar with their product lines. This approach proved successful.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

FEBRUARY 7, 2024

Today’s challenges of life and business such as market or supply chain fluctuations, wars, layoffs or threats of them, political unrest, inflation, and climate concerns have become “normal” daily contentions. However, since and post-pandemic, there has been no “over.”

Management 195

Management Marketing Technology 195

CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

MAY 11, 2022

It feels cliché now to talk about staffing shortages and labor market challenges, but we must continue to shed light on this along with the sustained impacts caused by the COVID-19 pandemic. Clearly, the scale is tipping in the direction of nearshore/offshore markets as it relates to job growth in the outsourcing industry.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Avaya

OCTOBER 25, 2018

Throughout his career, he has held various corporate marketing, brand management, advertising, promotions, and advertising agency executive posts. Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. This blog was first published July 12, 2018 on the C3i Solutions blog.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

FEBRUARY 11, 2021

Roger Woolley is Chief Marketing Officer at CommunityWFM based in Dallas, TX. Roger is a Senior Marketing Leader with experience in building and leading product marketing, brand management, and analyst relations programs in both private and publicly traded technology companies in the U.S. and Europe.

Airlines 195

Airlines Contact Center Service level Marketing 195

CCNG

FEBRUARY 24, 2022

That has worked very well historically, but in the current job market companies should instead emphasize human asset maximization. Many current Recruiting Management Systems (RMS) reward cutting costs.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

NOVEMBER 29, 2023

They’re a good means of capturing feedback that could be used to improve products and services and, because it’s a metric used across all industries, NPS is a valuable way for the C-suite to gauge the wider market and benchmark performance within it. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

OCTOBER 14, 2020

Darrius Jones serves as Executive Vice President and Chief Strategy Officer and interim Chief Marketing Officer at Poly. Listen to the brief introduction from Darrius as he addresses these issues and drives our conversation on the new world of Hybrid Working for contact center operations.

Contact Center 195

Contact Center Marketing Technology 195

CCNG

SEPTEMBER 14, 2022

In the end, I found that thing that both fired me up and also provided value to the market and I hope you take some time to check it out. In this case for Episode 2 we spent time discussing the economic impacts to software companies in our space and our opinions on the staffing challenges in North America.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

JUNE 1, 2022

Solutions Short Term – Make your company as attractive as possible as quickly as you can Immediately analyze current employee benefit plans and revamp them as necessary to be as attractive and as competitive as possible in this market. This effort will help both retain current employees and attract new hires as the need arises.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

CCNG

AUGUST 24, 2022

The pandemic warped the job market and many establishments are short staffed. When I am done, my feet hurt. Smiling and engaging people doesn’t come naturally to everyone. Those that can do it, often for little pay, deserve to be treated with respect. Be nice to those that show up. They are part of the solution not the problem.

Construction 195

Construction Technical Support Healthcare Consulting 195

CCNG

JULY 27, 2022

It is measured weekly by a third-party market research firm. Customer Satisfaction (CSAT): Refers to the customer's perception of an agent’s service skills and how the agent addressed his or her issue. The client's goal is 85 percent or higher “somewhat” or “very” satisfied.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Altitude

NOVEMBER 29, 2017

Every day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

contact center solutions 49

contact center solutions Contact Center Sales Marketing 49