CCNG

NOVEMBER 9, 2021

And once deployed for automation, effective AI investment drives net revenue savings, effectively financing itself. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

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

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

CCNG

JULY 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. That answer could be based on your business case time-frame or other factors, such as your finance team’s standards. This can potentially cause serious business or technical challenges down the road.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 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

JANUARY 18, 2023

It bridges the communication gap between finance and customer service, and the gap between WFM software, analytics and the financial contributions of the Contact Center. Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

Fonolo

MARCH 6, 2019

CCNG does just that. With a membership representing multiple verticals including finance, technology, healthcare, and BPOs, it provides resources for mapping out goals and operations for contact centers. Read on to learn about (and bookmark!) You can learn about their upcoming events here.

CCNG 102

CCNG Customer Service Education Contact Center 102