Fort Worth, TX (PRWEB) April 01, 2014
CCNG International Inc. is pleased to announce the next event of the 2014 Improving the Customer Experience event series hosted by CCNG member Toyota Financial Services at their Phoenix AZ contact center. The 20 plus event series will focus on strategies and best practices for customer service and contact center operations focused on customer experience improvements in five key areas –
- Call Center / Contact Center
- Customer Loyalty and Rewards
- Social Media / Social Care
- Customer Feedback and Satisfaction
- Self Service and Support
The 2014 CCNG events began February 27th with member host Thompson Creek Window Company / Closet America contact center operation in Lanham, MD, followed by the March 13th event in Charlotte, NC hosted by member Family Dollar. Additional upcoming events include host Coca-Cola in Tampa, FL on April 10th and May 1st in Milwaukee, WI hosted by Kohl’s.
“CCNG has been working with Phoenix area call center, contact center and customer service members for over 20 years…celebrating and sharing best practices at member hosted events going back to the early 90’s. It’s always a highly engaged group of management at these Phoenix events” says David Hadobas, President and CEO of CCNG International Inc.
This year CCNG events are focused on the customer experience and attendees gain valuable insights and perspectives from a wide range of industries including retail, travel, financial services, public utility, telecom, insurance, healthcare, BPO, and many more.
Recent CCNG membership attendees share their thoughts about attending:
“The ability to freely communicate our shared opportunities is great. It is so refreshing and valuable to be in a setting (not in conflicting industries) to comfortably share best practices. Thank you CCNG!” Michael Brouillette, Division Manager, Charlotte NC CCC, Allstate Insurance Company.
“What I like about the CCNG event is the willingness for like-minded professionals to honestly share what they don’t know. At our recent session most of the attendees were interested in an omni-channel solution and improving first call resolution. Both the center managers and solution providers shared valuable, real life solutions without all the sales chatter. It was well worth the time.” George Simons, VP, Global Contact Services, LLC.
“Based on conversations at the recent CCNG event I attended many of the participants were experiencing similar challenges including how to successfully initiate and manage work-at-home programs. Many managers are dealing with how to use work-at-home staff for increasing flexibility in staffing levels during peak hours and after hours” says Mike Hamblett, Account Manager, USAN, Inc. “Great value in hearing perspectives and discussing how to address work-at-home and many other important contact center issues.”
The April event in Phoenix will feature morning keynotes from Julie Silbar, Manager - Organizational Effectiveness, American Express Travel & Lifestyle Services and (host) Chris Brenner, Corporate Manager - Customer Service Center, Toyota Financial Services. Following these keynote presentations will be the Open Town Hall all-attendee group discussion led by our host two morning presenters and the sponsoring CCNG partners Plantronics, VPI, Five9, Aspect, OpenSpan and Avaya. After the networking lunch thought leadership “talks” from all six sponsoring partners, followed by small group sessions and site tour. A very engaging day full of insights, feedback, peer perspectives!
For details on how to attend and guest pass availability, contact Ginger Graber, ggraber(at)CCNG(dot)com.
View program details at – http://www.CCNG.com
CCNG International Inc.
Founded in 1992, CCNG International Inc.
CCNG is a member Professional Peer Network (PPN) for Contact Center and Customer Service Executives, Managers, and Leaders.
Within the CCNG Member Network, Contact Center and Customer Service Professionals:
- Connect for networking and sharing best practices
- Interact to enhance their professional network and gain valuable insight into Contact Center and Customer Service best practices and technology.
- Share their experience and ideas contributing to the valuable discussion
All Call Center, Contact Center, Customer Care, Customer Service, and Customer Experience Professionals are invited to participate in the CCNG Member Network.
For more information about the CCNG Member Network and to gain access, please visit CCNG.com. “Like” us on Facebook and follow us on Twitter @CCNGNetwork.
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