CCNG

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. There are many incredible case studies of AI positively transforming the contact center. CRM has long been in the cloud.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

JULY 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. 1 As a key part of an organization, contact centers are often greatly affected by change. Summary In summary, change is increasingly becoming a more predominant factor affecting contact centers.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. That is because empowerment is made up of two equally important components, and right now, almost every Contact Center in the world has only one. The concept is simple.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

OCTOBER 11, 2023

Creating happy work environments But what may not be as obvious is that the product team responsible for the digital experience, the finance team responsible for the 30-day return policy and the marketing team that didn't make the policy clear also impacted the customer's experience.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

MARCH 26, 2025

Work with Finance to understand budget constraints and metrics that the C-suite monitors daily. Build Cross-Functional Relationships Based on Relevance, Not Necessity The second key is stepping out of the CX bubble and becoming a real partner across functions.

Metrics 195

Metrics Finance Upselling Engineering 195

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. CCNG does just that. Follow along as they provide webinars, events, and resources that will up your contact center game this year. Read on to learn about (and bookmark!)

CCNG 102

CCNG Customer Service Education Contact Center 102