CCNG June Town Hall Led by Nate Brown of Metric Sherpa Maximizing Value Through Balanced Service Interactions Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act—chasing efficiency without sacrificing connection. To make matters even more difficult, the vast majority of metrics we use to measure customer service/contact center performance are […]
Build a Smarter, Leaner Contact Center: Lower Costs While Improving Outcomes Contact centers are under more pressure than ever to cut costs, without cutting corners. Fortunately, cost savings and CX gains don’t have to be mutually exclusive. In this session, we’ll break down where the most meaningful and measurable savings are happening today. We’ll explore […]
RSVP by emailing jillian@ccng.com Silent Abandonment Is Costing Your Call Center Thousands: How to Stop Losing Agents and Customers Silent abandonment—customers and agents quietly leaving without clear warning—is one of the costliest hidden threats to call centers today. It silently erodes your budget, your customer loyalty, and your workforce engagement. This forum will clearly […]
RSVP by emailing jillian@ccng.com Unlocking the Missing Last Mile in Your CX and AI Strategy Did you know that up to 70% of CX initiatives fail to realize their full potential, and MIT just announced that companies are seeing a 90% failure rate in AI proof of concept? These lost opportunity costs are staggering, and […]
RSVP by emailing jillian@ccng.com Customer Experience in the Omnichannel World: Ensuring Seamless Journeys Across Voice, Chat, Messaging, Social, etc. Customers expect seamless, personalized, and consistent experiences across all channels — phone, chat, SMS, email, social, and self-service. Yet most contact centers still struggle with silos, incomplete data, and inconsistent service quality. We’ll discuss how to […]
