CCNG

JANUARY 4, 2023

Technology, 39.4% To provide su­perior customer service and obtain top customer satisfaction scores, you need to have people, pro­cesses and technology that can provide consistent, accurate answers to all those who contact your center. Retail (Click & Mortar), 46.6% Utilities, 37.6% Healthcare Insurance, 35.6%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

FEBRUARY 1, 2023

While the use of modern technologies such as artificial intelligence (AI)-powered bots to help facilitate communication with customers helps, remote and hybrid work models that focus on work-life balance are more likely to reduce associate stress and increase engagement. This has led to an industrywide decrease in absenteeism.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

JANUARY 18, 2023

The result can be higher turnover and lower morale. Without the “level playing field” measurement of AEI, Contact Centers have no financially efficient means to optimize process, training, staffing, and technology decisions in a way everyone from C-suite to agent can understand, trust, and manage.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 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