CCNG

APRIL 12, 2024

This level of sophistication enables personalized customer interactions and predictive insights, enhancing the overall customer experience. That is way too broad of a stroke for action to be taken, and just like every person has the foods that work for them, every contact center is a bit different.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

CCNG

SEPTEMBER 6, 2023

I would prioritize having conversations with the hiring person first or someone close to the hiring person. Watch our recent member chat with Pat on this topic area - Pat Calvert is a CCNG member, Managing Director of Contact Center Talent.net partnering with CCNG to help members with executive search needs.

CCNG 195

CCNG Marketing Contact Center Customer Care 195

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. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.

Contact Center 195

Contact Center CCNG APIs Scripts 195

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.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

OCTOBER 11, 2023

Give a crap It used to be that employees were advised to leave their personal lives at home, but if you want a team that's dedicated to making a difference, then they need to know that someone cares about them beyond their performance. Start by sharing more personal aspects of your life and being vulnerable.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

OCTOBER 18, 2023

These plans should support employees in pursuing personal interests and goals, even if they don't directly align with their current roles. See below video clips from this Town Hall led by Dan…and for the full one hour Town Hall recording, visit the CCNG website - CCNG.com / Resources / Recorded Town Hall Events.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CCNG

SEPTEMBER 20, 2023

These plans should support employees in pursuing personal interests and goals, even if they don't directly align with their current roles. CCNG member Dan Smitley has been in the contact center space for over 20 years, starting as a tech support analyst for a dial-up internet company.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

CCNG

NOVEMBER 22, 2023

Host a communication game where everyone tells a story and the last person tells the story out loud to the group. CCNG member Simone Forman is a 25 year customer care veteran leading and fostering highly collaborative relationships across contact center organizations. This creates laughter and fun amongst the group.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

CCNG

APRIL 13, 2022

Questioning the Process – How often do you really look at your personal and business processes and ask, “Does this still make sense?” He recently spoke with CCNG about these perspectives in light of managing and working-from-home for the past year or more. Repairs – Recognize when it’s time to make time. or “Is there a better way?”

CCNG 195

CCNG Sales Personalization Management 195

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. With more than 20 years experience in HR and Global Staffing, and an active CCNG member, Kirstyn is passionate about why employees choose, stay, and leave their jobs/companies. Why should people stay with you?

CCNG 195

CCNG Surveys Personalization Management 195

CCNG

AUGUST 5, 2021

I am an old school contact center person. Dave Hoekstra is a Product Marketing professional with Calabrio (CCNG corporate member) and recently led a CCNG member Town Hall discussion on the modern approach to the enterprise contact center. I would like to take a moment to explore why that is.

Enterprise 195

Enterprise Contact Center CCNG Call Center 195

CCNG

AUGUST 23, 2023

Personalized Customer Experiences: With data analytics, contact centers can segment customers based on their preferences and behaviors. This segmentation allows agents to offer personalized solutions, recommendations, and targeted promotions, creating a more tailored and engaging customer experience.

Analytics 195

Analytics Contact Center CCNG Average Handle Time 195

CCNG

MAY 18, 2022

Connection – This should feel like a “homecoming” of sorts, especially for people that haven’t seen each other in person for a long time, or perhaps never met in person at all before. And the complexity of figuring out which personal and business supplies need to be transported back and forth on any given day.

CCNG 195

CCNG Transportation Personalization 195

CCNG

AUGUST 31, 2022

Most people love getting personal introductions and being introduced as someone who can be a valuable, trusted connection. You’re in a great position to know where there are synergies, and can add value to the friends and colleagues in your network. It’s not a nuisance. It shows that you respect their knowledge and recognize their value.

Best practices 195

Best practices CCNG Personalization 195

CCNG

AUGUST 17, 2022

The goal is not to amass a larger audience, but to build important personal and professional relationships that enhance your knowledge and expand your abilities. Focus on colleagues who will actively extend support and share insight. Ask your trusted connections for connections. Who do they recommend? Who do they find valuable?

Best practices 195

Best practices CCNG Enterprise Contact Center 195

CCNG

MAY 20, 2021

VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall.

Chatbots 195

Chatbots CCNG Contact Center Technology 195

CCNG

MARCH 23, 2022

This is especially true when dealing with personal health information and credit card numbers or other financial data. David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency.

CCNG 195

CCNG Call Center Education CRM 195

CCNG

AUGUST 3, 2022

We all have something worth sharing stemming from the information we consume, the events we experience and our personal insight. When you run across a valuable article, webcast, book or blog don’t keep it to yourself. Share it now , while it’s fresh. You can share one-to-one or make it social. It’s not ego … it’s service.

Best practices 195

Best practices CCNG Marketing Personalization 195

CCNG

DECEMBER 1, 2022

The more you work in isolation the greater your risk for personal burnout and professional stagnation. We’ll leave you with one final thought and recap a full spectrum of strategies. We all need occasional help to refresh and renew. Sharing knowledge and inspiration promotes new thinking and new ideas.

Best practices 195

Best practices CCNG Personalization Customer Service 195

CCNG

JULY 11, 2020

We at CCNG have always believed the most powerful--and underutilized--tool in the contact center is your personal professional network. At CCNG, we know strong brands are built on exceptional customer care. Tapping into these shared experiences and professional relationships is how good contact centers get better!

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CCNG

APRIL 5, 2023

When we witness similar behavior from someone else, whether it’s directed at us or another person, it triggers painful memories that cause us to react in unhealthy ways. Sometimes triggers result from emotional or physical trauma experienced earlier in life. We may have been bullied as a child or were in an abusive relationship.

Management 195

Management CCNG Coaching Personalization 195

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. One of the best transaction surveys I’ve encountered is from Delta Airlines. Surveying customers doesn’t need to be an expensive, resource-consuming adventure.

Surveys 195

Surveys CCNG Airlines Consulting 195

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

APRIL 19, 2023

Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

JANUARY 11, 2023

When they do need to speak, text, or email with someone, they want that person to have the skills and know-how to resolve their issue. Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

JULY 20, 2022

Enhanced Bereavement leave provides up to 10 business days paid time off for employees to grieve, attend funeral services, and take care of any personal matters related to the loss of an immediate family member, and up to three business days paid time off for the loss of an extended family. But is that the way it should be? What say you?

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

JULY 22, 2021

In a recent report, Forrester reported that “while 90% of customer service leaders agree personalization is core to the future of automation, 63% of customers will leave a company after just one poor experience, and almost two-thirds will no longer wait more than 2 minutes for assistance.”

CCNG 195

CCNG Chatbots Contact Center Self service 195

CCNG

DECEMBER 20, 2023

AI has been instrumental in offering personalized customer experiences, learning from interactions, and evolving to provide better service over time. Conclusion AI technologies have the potential to revolutionize call center customer service by making it more efficient, productive, and personalized.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

DECEMBER 8, 2022

What was left to be handled by a person in the center was the more complex, so they need complex problem-solving skills. Submitted by CCNG member Dan Stephenson, Director Hyatt Shared Service Center on behalf of the Hyatt Customer Care team. "The transactions have gone online," she said. I think that will continue to evolve."

Call Center 195

Call Center CCNG Customer Care Engineering 195

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. You waited longer than a few minutes for an answer to a simple question. You visited a service establishment that curtailed hours due to lack of staff. Shall I go on?

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

NOVEMBER 9, 2022

Gather in person. There are serious drawbacks, however, like the effects of isolation on personal well-being, less efficient and effective training and support, systems security, and loss of in-person collaborative problem-solving.

Gamification 195

Gamification CCNG Customer Experience Employee engagement 195

CCNG

JUNE 14, 2023

Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections. Instead, strive to personalize your customers' experiences by tailoring your communication, offers, and services to their individual needs and preferences.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

SEPTEMBER 29, 2022

The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves. They especially love personalized offers that create an ongoing connection to the brand experience. Make Personalized Notes For Your Customers Always say thank you. Jami Sharp, Champion 2.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

MAY 31, 2023

What domino effect does that start in my direct reports, and personally, in family members? (To Kathleen Gramzay , LMT, Founder, Kinessage LLC, is a new CCNG contributor and has been a body/mind resilience innovator for over 20 years. What emotions and behaviors are my typical auto reactions to stressful circumstances?

CCNG 195

CCNG Education Consulting Consulting 195

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. This can add another 30 to 45 seconds to the call.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

MARCH 1, 2022

This is when you showcase that team member to a person up the corporate ladder from you, a colleague, a different department head, or a group of people. Plan ahead so this person understands what is going to happen. It doesn’t have to be a major announcement, just mentioning their name and what they did to contribute.

CCNG 195

CCNG Engineering Consulting Consulting 195