CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.
CCNG
JANUARY 29, 2025
Key Features of a KMS Heres what makes a KMS the game-changer in todays contact centers: Speed of Delivery: Unlike traditional document holders, a KMS is designed to deliver answers within seconds. Closing Thoughts This isnt your mothers contact center anymore. Some systems even leverage Generative AI.
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CCNG
NOVEMBER 13, 2024
This marked a shift away from on-premises software that required employees to be physically present at the contact center. Cloud-based software solutions, like Contact Center as a Service (CCaaS), followed suit, promising flexibility and scalability.
CCNG
APRIL 3, 2025
In response, we are seeing traditional contact centers evolving into Customer Experience Centers (CECs)strategic hubs designed to enhance engagement, optimize efficiency, and build lasting customer relationships. Why the Shift from Contact Centers to Customer Experience Centers?
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.
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. For more information on CCNG member hosted events, please visit CCNG.com/Events.
CCNG
APRIL 13, 2021
Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. She is a long-time CCNG member, Town Hall facilitator, and blog contributor.
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.
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Speaker: Derek Roberti, VP Technology, Cognigy
Is AI about to take over contact centers entirely? Impact contact center metrics, KPIs, and insights. The catch is that you also have to deliver improved results – and all in a business environment that is more complex, more interlinked, and more competitive than ever before. This is where AI comes into play.
Speaker: Casey Kostecka, Convergent
Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience.
Speaker: Dan Hale, Managing Director - Customer Care, Best Western
Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.
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