CCNG Related Topics 
CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
CCNG
JULY 2, 2021
I recently spoke with David Hadobas of CCNG to discuss this important topic. Deken is a CCNG member working with Emmerision as Director of Enterprise Sales in Lehi, Utah. In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
SEPTEMBER 24, 2021
By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. As I see it, the true value of CCNG Town Hall events is the peer led discussions around what other organizations have done to stop this Tsunami.
CCNG
JUNE 29, 2022
You can view the full podcast below, or choose one of these other channels to view this podcast and more: Apple Podcasts: [link] Spotify: [link] Web: [link] YouTube: [link] Rick is a CCNG member, a CX Advisor, and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen (..)
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021.
CCNG
APRIL 13, 2021
She is a long-time CCNG member, Town Hall facilitator, and blog contributor. Pam drives results through her passionate leadership and experience in process re-engineering, technology solutions, and organizational design. To learn more about The Northridge Group’s Contact Center migration solutions, please click here.
CCNG
MARCH 12, 2021
She is a long-time CCNG member and contributor. As the Customer Experience Practice Lead for The Northridge Group, Pam provides leadership, expertise, and insights to clients looking to transform their contact centers. To access the full 2020 State of Customer Service Experience report, please click here.
Speaker: Andrew Decker, Customer Care Manager, VSP
Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
Speaker: Roger Lee, Director - Customer Success, Gridspace
Join Customer Contact Central's site partner, CCNG, for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future. Your customers, and your c-suite, are pressuring you to innovate and improve.
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice.
Speaker: Robert Bradshaw, President, Got/IT
For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable.
Speaker: Eric Berg, CEO, ContactCenterPro Consulting
In 2020 we all had to move fast in order to ensure our customers received the level of service they needed.
Speaker: Scott Schoenherr, SVP Operations/Technology, HealthCare Claims Management, Mary Hall, Founder/CEO, CultureWise Consulting and Max Ball, Director of Product Marketing, RingCentral
You have probably heard the quote "Culture eats strategy for breakfast." As you embark on your CX transformation journey, the first step is to focus on your culture. You can introduce all the state-of-the-art technology, but if you don't address culture first, your transformation is going to fall short.
Expert insights. Personalized for you.
195 
Let's personalize your content