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. People And Process Are Just As Important As Technology If Not More!

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

MARCH 23, 2022

There are also differences in how we serve the various generations, including the speed of conversation, the use of technical jargon, and the comfort level with technology in general. This is especially true when dealing with personal health information and credit card numbers or other financial data.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

DECEMBER 20, 2023

Thanks to technological improvements and broader adoption, AI is beyond the "hype storm" and has demonstrated significant value across industries. First, to understand how AI and RPA can work with human agents to improve service delivery, let us clarify what we mean when referring to these technologies used in a call center context.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

JANUARY 11, 2023

Thanks to innovative technologies, which can bring new efficiencies and cost savings, you can do more with less. 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. It is an opportunity to retain customers and employees—and secure new ones along the way.

Customer Service 195

Customer Service CCNG Education Self service 195

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. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. 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.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. Creating a data-driven culture sounds easy, but may be trickier than you think.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

MAY 27, 2021

Consultants bring in a neutral perspective on processes, technology, and people to ensure your organization is stronger post-merger. Understand technology Contact center technology seems to change every day. More importantly, they can help determine what technology would benefit you the most.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 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. Business Continuity , CX Central.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

OCTOBER 12, 2022

Even though these types of technologies have a reminder system, all leaders know that making sure the self-guided trainings are completed on time takes time out of a leader’s day, especially when employees and workers work different shifts, work part time, or have to leave early for their shift.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

JANUARY 4, 2023

However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents. Technology, 39.4% The ability to find and communicate the current information needed by the customer is a matter of proper training, knowledge technology and updating of the in­ formation stored in that technology.

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.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Fonolo

MARCH 6, 2019

CCNG does just that. With a membership representing multiple verticals including finance, technology, healthcare, and BPOs, it provides resources for mapping out goals and operations for contact centers. Tuning your Antenna for Personalization. Read on to learn about (and bookmark!) Control the Remote, Control the World.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

FEBRUARY 24, 2022

Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out. Leverage current technology to filter IN, not OUT. Keep in touch with applicants through automated tools or in person if the decision may take time.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

AUGUST 9, 2023

While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. When implementing generative AI in your contact center, start with small, manageable projects and gradually scale up as you gain experience and confidence in the technology.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

FEBRUARY 28, 2024

Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce. The most significant factor driving this desire to be part of a hybrid workforce is the balance between their work and personal lives. However, it’s not just about their personal lives.

Best practices 195

Best practices CCNG Technology Surveys 195

CCNG

JUNE 8, 2022

Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ? ?That’s Both organizations are Corporate members with CCNG. That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

APRIL 27, 2022

Their personal lives were evolving because of how they were engaged at work. A Happy Ending Everything turned around because of the employees, and they grew personally and professionally because of the success of the organization. They were dressing nicer, fixing their hair, and wearing make-up when they didn’t normally wear it.

CCNG 195

CCNG Contact Center Scripts Feedback 195

Altitude

MAY 3, 2018

The enforcement of the European General Data Protection Regulation (GDPR) from May, coupled with the continued growth in data breaches is driving the adoption of better data protection technology. Data is the lifeblood of companies: personal data, financial data, intellectual property, all are critical for your organization.

Technology 61

Technology Personalization CCNG Contact Center 61

CCNG

OCTOBER 19, 2022

Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%). But nearly half also say that personalized service (47%) and appreciation for them as a customer (45%) are very important in providing excellent care.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

MAY 4, 2022

They work with people who are frequently frustrated and unhappy, knowing it’s their job to change the mood of this person by resolving their problem efficiently. It makes the agent’s day constantly revolve around work with no input or consideration for their lifestyle or personal needs.

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 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