Hearing a group of contact centers leaders in a room agree that measuring AHT at an agent level is bad for customer experience...
Fort Worth, TX (PRWEB) July 22, 2014
CCNG International Inc. is pleased to announce the next Colorado Springs, CO regional event of the 2014 Improving the Customer Experience series of events. This event will be hosted on August 14, 2014 by CCNG member Colorado Springs Utilities at their contact center operations located at 701 N. Circle Drive, Colorado Springs, CO.
The CCNG events bring together industry professionals looking to identify strategies and best practices for customer service, contact center and customer experience management through a peer-to-peer exchange. Attendees to CCNG events value meeting with peers and interactive discussions focused on customer experience improvements in these key areas –
Call Center / Contact Center
Social Media / Social Care
Customer Feedback and Satisfaction
Self Service and Support
Customer Loyalty and Rewards
The 2014 CCNG events hosted by members began in February (Thompson Creek Window Company) in Baltimore, MD and have continued through the event hosted by Teleflora last week on July 10th in Oklahoma City, OK. See photos from past events here.
In addition to the upcoming Colorado Springs event on August 14th, additional August events include host Liberty Mutual Insurance in Springfield MA (and greater Boston) on August 21st and CCNG’s annual Contact Center Executive Summit in Fort Worth TX on August 4th and 5th.
“We are looking forward to returning to Colorado and meeting with many longtime members from both Colorado Springs and greater Denver. Great customer focused organizations like Globus, Charles Schwab (they hosted CCNG last year in Denver), T. Rowe Price (will be hosting CCNG this October in Baltimore), AAA, Ent Federal Credit Union and many others” says David Hadobas, President and CEO of CCNG International Inc. “Colorado members have long supported our regional events over the years and we value our time together at these member hosted events.”
This year CCNG events are focused on improving the overall customer experience. Attendees will be involved in a very interactive agenda to gain insights and perspectives from a wide range of industries including retail, travel, financial services, insurance, healthcare, and many more. Each event brings its own unique collection of industries represented by local and regional contact center, customer care and customer experience management.
CCNG event attendees share their thoughts about participating:
“Hearing a group of contact centers leaders in a room agree that measuring AHT at an agent level is bad for customer experience was music to my ears” - Amas Tenumah, (former) VP Operations, Teleflora.
“What I like about CCNG events is the willingness for like-minded professionals to honestly share what they don’t know. 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.
The August 14th event in Colorado Springs will feature morning member presentation from host Vickie Newkirk, Customer Care, Colorado Springs Utilities, followed by the Open Town Hall all-attendee group discussion led by our host and the sponsoring CCNG partner Aspect and Five9. After a networking break will be thought leadership “talks” from our sponsoring partners followed by small group sessions and a site tour of the Colorado Springs customer care contact center operations. A very engaging day full of insights, experience, peer perspectives and networking!
For details on how to attend this event 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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