CCNG

JANUARY 29, 2025

A KMS allows agents to follow step-by-step workflows, use decision trees, and access talk tracks seamlessly while assisting customers. Some KMS can be integrated with a CRM and other software platforms Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

APRIL 30, 2025

Build a shared process that keeps content accurate, current, and easy to access – whether you’re an agent or a customer. Choose Technology That Supports Collaboration Look for knowledge management software that enables shared ownership, real-time updates, version tracking, and clear analytics.

195

195

CCNG

APRIL 3, 2025

Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint. This shift is driven by advancements in AI, automation, and data analytics, which are reshaping how businesses engage with their customers (McKinsey).

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

MAY 27, 2021

Migration from cost center to revenue center In the continual drive to do more with less, more contact centers are moving from being a cost center to a profit center by moving from pure customer support, to a sales focused center. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

MAY 30, 2024

If your platform produces amazing forecasts but no aligned schedules, then you likely have a data analytics platform and not a WFM platform. You want your scheduled number of agents to increase as your volume increases, and you want schedules to decrease as volume decreases.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

Contact Center 120

Contact Center CCNG Morale Coaching 120