CCNG

APRIL 13, 2021

Pam Plyler, the Contact Center Executive Practice Lead for The Northridge Group, provides leadership, expertise, and insights to clients looking to transform their contact centers and drive towards best-in-class performance in quality and operational effectiveness and efficiency.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

CCNG

NOVEMBER 9, 2021

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. I talked in greater detail with David Hadobas and Vince Lynch. If you’d like to learn more you can watch the video.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

JUNE 26, 2020

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. With such a great group of attendees we were able to spend time digging into what culture is and what it is not. The number one reason they stay is organizational culture. Why should people stay with you?

CCNG 195

CCNG Surveys Personalization Management 195

CCNG

OCTOBER 28, 2020

In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. NRG has a group of power and power service companies serving over 3.7 More and more customer communication is depending on digital channels.

CCNG 195

CCNG Call Center Customer Experience 195

CCNG

AUGUST 21, 2020

During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.

Customer Care 195

Customer Care CCNG outsourcing Contact Center 195

CCNG

MAY 20, 2021

VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall. For certain, no two chatbots are the same – they serve different customer types, industries, needs and services.

Chatbots 195

Chatbots CCNG Contact Center Technology 195

CCNG

AUGUST 21, 2021

Assemble representatives for all relevant stakeholder groups to evaluate the feedback and create and implement a plan that corrects the deficiencies and capitalizes on strengths. Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

CCNG

APRIL 23, 2025

Solution: Through a comprehensive analysis of all things WFM, data validation and engagement with various stakeholders, it was found that a majority of staff from the back-office group were coded in the WFM platform as being available for resource support. Thanks to Matt Armbruster and the Northridge Group for sharing these insights.

Management 195

Management Construction Customer retention Healthcare 195

CCNG

FEBRUARY 22, 2023

Written by Ami Zumkhawala - Cook, shared by CCNG member Jeremy Ahto. Both Ami and Jeremy work with The Northridge Group, a multi year CCNG corporate member and partner.

CCNG 195

CCNG Contact Center Healthcare Technology 195

CCNG

MARCH 23, 2022

David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency. It is a challenging time to be supporting the customer, but we also have the technology and capability to succeed as never before.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

JUNE 15, 2022

To get the full picture you should include a full spectrum of resources and insights embracing colleagues, consultants, thought leaders, service providers, analysts, associations, friends and peer groups. Lon Hendrickson is the Executive Director of the CCNG Magnet Program.

Best practices 195

Best practices CCNG Consulting Consulting 195

CX Global Media

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. Supporting the programming activities for the event came from the CCNG team, led by long-time contact center industry veteran, and president of CCNG, David Hadobas.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CCNG

JULY 6, 2022

What professional groups are valuable? Lon Hendrickson is the Executive Director of the CCNG Magnet Program. Your network can help assess/ascertain the merit of technologies, solutions, partners, resources, and affiliations. What journals, blogs and forums are helpful? Which benchmarking studies are worth your time?

Best practices 195

Best practices CCNG Benchmark Consulting 195

CCNG

FEBRUARY 22, 2021

David Reed is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to help organizations improve their customer service and process efficiency. Then the piece that I think probably most people don't do a very good job on is really testing your plan.

CCNG 195

CCNG Contact Center CRM Call Center 195

CCNG

SEPTEMBER 22, 2022

Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. I don’t know if re-examining the employer/employee compact is the best way to respond to the Great Re-Think, but I think it might be, or it might just be a part of it. But there is no better time to start your re-think than today.

CCNG 195

CCNG Contact Center Consulting Consulting 195

CCNG

OCTOBER 6, 2020

Strategy #3: Foster community Kendra (not her real name) asked to speak one-on-one with me after a large virtual group meeting. At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

NOVEMBER 16, 2022

The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more…

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

APRIL 3, 2025

Staying competitive means focusing on: Seamless AI and human integration Workforce optimization and strategic outsourcing Data-driven insights for proactive engagement Christa Heibel is an industry insider, thought leader, change maker, and the Founder and CEO at CH Consulting Group.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CCNG

JANUARY 18, 2023

And while hugely important, culture alone cannot solve this problem because it is a group or community driven set of emotions that do not enable agents to tangibly understand their individual value within the whole. Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

JULY 19, 2023

Group similar work together when possible. Laura is a coworker at Call Design with CCNG member Dan Smitley. Remember that the structure of your task list can be influenced by service levels and expected handle times. Service levels will be a factor if you are looking to merge some of your tasks together for forecasting purposes.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

APRIL 19, 2023

The supervisor has space to engage with the team as a group and individually. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CCNG

MARCH 1, 2022

This is when you showcase that team member to a person up the corporate ladder from you, a colleague, a different department head, or a group of people. Whether in a focus group or a supervisor, middle management, or senior leadership meeting, you can help a colleague to feel valued by asking them to help with a project strategy.

CCNG 195

CCNG Engineering Consulting Consulting 195

CCNG

NOVEMBER 2, 2022

Consider some of the variables that may impact AHT: What if you have a group of new hires on the phones? Chris Lawson is Director of Client Success at WiserOwl LLC and a long time CCNG member and advocate. What if you have just taken on a new contact channel or queue?

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

JUNE 5, 2024

The NPS concept attempts to separate your customers into two groups: those who are your critics and those who are your fans. The NPS tool attempts to get around this by grouping responses into categories, so it can still provide useful data. David Reed is a CCNG member and Customer Service and Process Training Expert.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

SEPTEMBER 29, 2022

Royston G King, Royston G King Group & Companies 7. Start A Support Group For Your Customers Starting an online customer community is a great way to leverage the expertise of your customers to support each other. Customers would be glad that their purchasing power is making a positive impact on others and our planet.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

NOVEMBER 9, 2022

A UnitedHealth Group study found that U.S. Greg Salvato is a CCNG member and regular contributor, CEO of TouchPoint One LLC based in New Albany, OH. Strengthen connection through volunteering. adults feel physically and mentally healthier as well as experience lower stress and greater self-esteem by volunteering.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JUNE 21, 2023

According the Northridge Group, 86% of consumers will tell at least one other person about a bad experience. The digital explosion gives your business more ways to interact with consumers. But it also gives consumers new and exciting ways to express their frustrations.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

FEBRUARY 24, 2022

Ask your Employee Resource Groups (ERGs) to brainstorm ideas. Groups focused on ethnicity, religion, immigrants, disability, women, the LGBTQ community, mental health, veterans, working parents, and even sustainability may have great ideas on how to reach hidden talent. If you don’t have ERGs, start some!

Chatbots 369

Chatbots Contact Center Technology Personalization 369

CCNG

FEBRUARY 1, 2023

The Northridge Group has observed a trend among clients: Those that shifted to more flexible work models during the pandemic and maintained them afterward report increased productivity among associates. CHOOSE A FLEXIBLE STAFFING MODEL TO MAXIMIZE ENGAGEMENT, PRODUCTIVITY, AND RETENTION.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 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. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Fonolo

MARCH 6, 2019

The Contact Center Network Group supports a vital part of the customer service industry: Call centers. CCNG does just that. One of the greatest gifts you can give yourself in your education is exposure to some vital organizations that offer resources, events, and other educational pieces that will make you an expert in no time.

CCNG 102

CCNG Customer Service Education Contact Center 102

CCNG

DECEMBER 6, 2020

A great discussion for anyone who wants to know what others are actually doing, so you can answer the question, “Is my contact center behind?” We started with a poll about the problems people are facing with their current technology.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

OCTOBER 14, 2020

Darrius Jones recently led a Town Hall conversation with members to discuss the critical steps in the journey to the next normal of hybrid work for contact centers including – - The Reaction and Response to the pandemic crisis and how to shift back to the office contact center - The Redesign and Rework process, identifying groups that will remain remote (..)

Contact Center 195

Contact Center Marketing Technology 195

CCNG

SEPTEMBER 14, 2022

It is a group of guys that talk about macro economic insights along with some political opinions and other subjects that come up and are important to them. Both Jason and Aarde are experts in our industry within their fields and brought unique voices to the series that I felt would make for a great group.

Contact Center 195

Contact Center Feedback Marketing Technology 195

CCNG

MAY 11, 2022

We often participate in call center agent focus groups in the U.S. More focus groups - Frequent agent focus groups are essential to improving the agent experience, especially now that we are in a virtual, work-at-home environment. What are call center agents’ perceptions or expectations? Not enough, I assure you.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Contact Center Geek

SEPTEMBER 10, 2021

If you’re part of a contact center, at any level, in any of these areas of North American, I highly recommend that you look into joining one of these groups. I know that many members of the regional associations are also members of CCNG, NACC, or various regional chapters of HDI or SOCAP, which are also all fantastic organizations.

contact center associations 62

contact center associations Contact Center CCNG Government 62