CCNG

AUGUST 21, 2021

The strongest point of alignment between senior management and frontline leaders revealed in our survey was a consistent appeal for more training. Twenty-two percent of senior managers in our survey named training as the most useful thing provided specifically to supervisors to help them succeed.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Three key themes did not change: 1.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. We discussed that we can understand and learn through anonymous surveys – what makes them stay, what makes them happy, and what companies can do to understand the ideal culture and their current culture.

CCNG 195

CCNG Surveys Personalization Management 195

CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. The survey results led to this white paper on the 5 Reasons Performance-Based Training In Contact Centers Requires Automation.

CCNG 195

CCNG Contact Center Surveys Coaching 195

CCNG

MARCH 9, 2022

Rick is a CCNG member, a CX Advisor and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. The “Warm Welcome” at the Ritz Carlton Sharm El Sheikh in Egypt stunned me!

CCNG 195

CCNG Surveys Customer Service Customer Experience 195

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Shelve the surveys. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care.

CCNG 195

CCNG Customer Experience Journey mapping Consulting 195

CCNG

AUGUST 13, 2020

During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. For more info on 5th Talent, contact Michelle Porterfield at CCNG for a direct connection to Ted or visit their web site at www.5thtalent.com. 5thtalent.com.

CCNG 221

CCNG Contact Center Surveys Technology 221

CCNG

AUGUST 10, 2022

Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.

CCNG 195

CCNG Contact Center Customer Care Surveys 195

CCNG

OCTOBER 14, 2021

Start with your customers’ voices and the friction points they articulate on calls, surveys, and social media. Last, but very much not least, ask CCNG. Ryan has been a senior leader contributor to the CCNG member network for over 7 years including presentations at CCNG’s Executive Summit and various regional events.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

AUGUST 13, 2020

During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. For more info on 5th Talent, contact Michelle Porterfield at CCNG for a direct connection to Ted or visit their web site at www.5thtalent.com. 5thtalent.com.

CCNG 195

CCNG Contact Center Surveys Technology 195

CCNG

MARCH 15, 2023

In a survey of over 20,000 respondents, it was found that 33% of the worldwide population experienced regular feelings of loneliness. Submitted to CCNG by Lior Torenberg, Head of the Conversation Excellence Lab at Balto where she conducts academic-level research and creates thought-leading content around the CCaaS industry.

Call Center 195

Call Center CCNG Self service Surveys 195

CCNG

JANUARY 31, 2024

According to a recent PWC Annual Global CEO survey, 40% of global CEOs think their organization will no longer be economically viable in ten years’ time if it continues its current course. According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization.

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

NOVEMBER 16, 2022

Customers are time-starved, so surveys may soon be a thing of the past. The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more…

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

NOVEMBER 9, 2022

A 2021 Gallup survey found that a mere 23% of U.S. Engage employees continuously via coaching, polls, surveys and informal check-ins. Greg Salvato is a CCNG member and regular contributor, CEO of TouchPoint One LLC based in New Albany, OH. Create an environment of trust, transparency and accountability.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JULY 20, 2022

Dump the personnel surveys and really take time to listen through roundtables, open forums, discussion boards and social media. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member. Bob can be reached via the CCNG website member directory or on LinkedIn. The time for choosing is now.

CCNG 195

CCNG Consulting Consulting Contact Center 195

CCNG

DECEMBER 20, 2023

For example, a March 2023 survey by IPSOS on artificial intelligence found that despite the growing acceptance of AI, most people still prefer to talk with a human customer service agent (88%). We don't believe that R2D2 will replace the human agent anytime soon.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

JUNE 14, 2023

Customer Feedback as a Tool for Improvement Customer feedback, whether it's through surveys, reviews, or social media, can provide valuable insights into how well your emotional connection strategies are resonating with your audience. These metrics are also important to drive internal support for your customer engagement and loyalty programs.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

APRIL 20, 2022

Greg Salvato is a CCNG member and CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers. It's incumbent on contact center leadership to equip the workforce with the vision, tools, and support that reveal the truth in performance, value, process, and voice.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

OCTOBER 6, 2020

I hesitantly agreed to hold large group meetings twice monthly, and we surveyed the broader group before we launched the new meeting cadence and again after some time to see if the increased frequency was having the desired effect. Those monthly meetings took a long time for me to plan, as well-executed virtual meetings usually do.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

FEBRUARY 1, 2023

It is little wonder that a recent Mercer survey found that, when compared to all job functions in the business world, the contact center associate position has one of the highest average voluntary turnover rates. At the same time, Forbes reports that 56% of workers would quit their jobs if they couldn’t continue working remotely.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

NOVEMBER 29, 2023

Whether the interaction in question is a phone or chat conversation with an agent, accessing self-service content or using an automated channel such as a chatbot, a CSAT survey asks customers to rate the experience in question on a three-point, five-point, seven-point or ten-point scale. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

JULY 27, 2022

One way to gauge customer satisfaction is using surveys that contain OSAT related questions, such as “What was your overall satisfaction with the experience?” Satisfaction surveys are one solution. A lot of BPOs will have their own satisfaction surveys. The one thing they do not want is to have to make multiple calls.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. With over 300 responses to the survey, this is what we learned: Only 1 in 10 Consumers are Contacting Your Brand. Our survey indicates that in addition to online search, using digital channels like brands’ websites and e-commerce websites is also very popular.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

FEBRUARY 14, 2024

We were surveying new hires almost daily to see where we could improve. We all know that people learn differently and at different paces. So, with every class of new hires, we were tweaking our nesting process to try to help new agent speed to competency improve more quickly.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

FEBRUARY 28, 2024

When surveying telecommuters who work from home all/some/most of the time, 71% said it was due to the work/life balance it provides. According to a survey by Zoom, the number one reason your employees come to the office is to socialize, and this bonding positively affects employee mental health.

Best practices 195

Best practices CCNG Technology Surveys 195

CCNG

MAY 11, 2022

For now, I would like to point out a few things that could help call center operations curate their approach to the unique needs of today's call center agent: Agent satisfaction surveys - How many call center operations bother to take internal CSAT or NPS surveys of their employees? Not enough, I assure you.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

DECEMBER 6, 2023

Gallup’s recent survey has terrifying new data on the state of workplace relationships…indicating that 60% of workers feel emotionally detached at work with 19% being outright miserable. Nate Brown is a CCNG member sharing his experience and perspectives in contact center, customer care and customer experience. Zero-zero-two!

CCNG 195

CCNG Healthcare Consulting Consulting 195

CCNG

MAY 6, 2021

Decreased training time Decreased call handling time Increased uniform call handling Increased accuracy Increased compliance Increased customer service skills Reached higher productivity levels faster Increased agent retention/decreased attrition Increased agent engagement When we surveyed people which benefit was most important, they said: Benefit (..)

Call Center 195

Call Center Banking Technology Surveys 195

Beyond Morale

SEPTEMBER 30, 2013

Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). In a 2012 report released by Kenexa® they stated that the average employee engagement of the six major economies surveyed (U.S., I participate in various events with different associations.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forrester, 2016) The average email survey response rate is 24%. Fluid Survey, 2014) 75% of people complete surveys on their mobile.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

JUNE 1, 2022

workers describe their companies as being understaffed, and these workers are more likely to say they have recently considered quitting, according to a new (10/2021) CNBC workforce survey. Exactly half of U.S.

Healthcare 195

Healthcare Consulting Consulting Feedback 195