Town Hall Spotlights
CCNG shares member content from our Town Hall events on a variety of topics, all focused on knowledge and experience sharing in contact center and customer care management. This content is regularly posted to the CCNG website and can be found in our library of 500+ on-demand recorded webinars and videos on the CCNG Contact Center & Customer Care Best Practices channel on BrightTalk. Please review our "spotlight" member content below and consider subscribing to our channel for regular content updates from our membership.
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Resilience: Linchpin of Workforce Sustainability Leaders are facing a myriad of challenges today. Burned-out employees, retention and
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Mastering Customer Connections: Contact Center Behavior-Based Coaching for Exceptional Service In today's highly competitive business landscape, delivering exceptional customer service is paramount to success. The key to achieving this lies in mastering customer connections, and contact centers play a crucial role in this endeavor. While metrics provide important quantitative data, they often fail to capture the nuances of customer experiences and the behaviors that drive customer satisfaction. This is where behavior-based coaching steps in as a game-changer. By shifting the focus from metrics to behaviors, contact center leaders can identify the specific skills, attitudes, and techniques that contribute to exceptional customer interactions.
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Let's Talk About ChatGPT in the Contact Center ChatGPT has captured the attention of everyone by smashing record adoption rates globally. CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke lead CCNG members through a discussion of the impact and future of ChatGPT in contact centers. Several CCNG members share their thoughts, questions, concerns and perspectives throughout this session. |
You Can Only Manage What You Measure! Knowing what to collect and how frequently to gather data is critical to manage any call center. During this discussion, led by members David Reed, founder CCCG, a customer service process and training expert and Candace Kothmann, Director of Texas Workforce Commission, they talk about the key metrics recommended for a call center scorecard and how to use key performance indicators to constantly improve the effectiveness of your call center. David shares how putting together a balanced scorecard when he first arrived at Disney allowed him to make significant improvements in almost every key metric while Candace shares the important KPI's running the TWC customer support operations center.
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