CCNG

JULY 7, 2021

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. CCNG Academy member Elliott Winit is a Contact Center management consultant with over twenty-one years of consulting experience. Are they still appropriate for your particular line of business?

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Best practices Contact Center Metrics CCNG 195

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. Common industry wisdom favors a 100% work at home model and suggest that only certain types of agents can be successful at home. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

CCNG 221

CCNG Contact Center Surveys Technology 221

CCNG

MAY 24, 2023

CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. He discussed the use of bots, artificial intelligence, and other technologies that are revolutionizing the industry.  Ultimately, Dan's message was one of optimism and hope for the future of the contact center industry.

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CCNG Contact Center Technology Customer Experience 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.

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CCNG Average Handle Time Finance Employee engagement 195

CCNG

MARCH 16, 2022

We decided to share our successes (and failures) – based upon three goals: 1) To share our experience around industry best practices, 2) To share our failures – and hopefully point out the holes we have stepped in to help you avoid our mistakes, and 3) To share our number one goal which is, and always has been, to have fun.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

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CCNG Coaching Contact Center Employee engagement 195

CCNG

AUGUST 5, 2021

Now you can start to include the next-level tech that is revolutionizing how our industry (the call center) is perceived. Dave Hoekstra is a Product Marketing professional with Calabrio (CCNG corporate member) and recently led a CCNG member Town Hall discussion on the modern approach to the enterprise contact center.

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Contact Center Enterprise CCNG Call Center 195

CX Global Media

SEPTEMBER 5, 2018

I’ve been very fortunate to have gained different perspectives in the contact center industry. I’m so grateful for my frontline experience, but I also realize that since those days, I’ve been able to experience a significantly broader perspective on the entire industry. Here is an edited transcript of my interview. Thanks Daniel.

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Best practices Contact Center CCNG Coaching 174

CCNG

APRIL 13, 2022

Henry Ford demonstrated that an industrial line is at its best when the fewest, but most repeatable actions take place. This logic is generally unchallenged as it is understood that over-utilizing machinery will inevitably result in breakdowns and the potential to fall behind in new industry practices. ?So Take a listen….

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CCNG Sales Personalization Management 195

CCNG

OCTOBER 2, 2024

Avoiding Compliance Pitfalls: How Robust Contact Center QA Can Protect Your Business As a Contact Center Quality Leader in a regulated industry, I quickly learned to appreciate the extensive reach of the law. In our industry, it was the Consumer Financial Protection Bureau, and they were deeply involved in our contact center operation.

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Contact Center CCNG Healthcare Banking 195

CCNG

JULY 11, 2020

Conversation, candid discussion and knowledge sharing with a trusted network of experienced peers is an effective way for us to navigate this constantly changing industry. Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions. Make the commitment to reach out to yours.

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CCNG Benchmark Contact Center Customer Care 195

CCNG

OCTOBER 14, 2021

Their teams are usually accomplished leaders in our industry. They not only know their product or services, but they also possess a rolodex of other industry contacts for you to consult. You also get the benefit of learning about a different discipline they excel at delivering to your industry peers.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

AUGUST 13, 2020

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. Common industry wisdom favors a 100% work at home model and suggest that only certain types of agents can be successful at home. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.

CCNG 195

CCNG Contact Center Surveys Technology 195

CCNG

APRIL 6, 2022

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. The number one reason they stay is organizational culture. Why should people stay with you?

CCNG 195

CCNG Surveys Personalization Management 195

CCNG

MAY 20, 2021

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

Chatbots 195

Chatbots CCNG Contact Center Technology 195

CCNG

DECEMBER 16, 2020

In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes.

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Contact Center CCNG Self service Interactive Voice Response 195

CCNG

SEPTEMBER 18, 2024

A recent report by Forrester presents a stark reality: in 2024, US consumer experience ratings in service industries have hit a nine-year low, largely due to declining service quality. Emphasizing continuous feedback and improvement through regular audits, consistent standards, and transparent reporting is essential.

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CCNG Customer Service Contact Center Feedback 195

CCNG

NOVEMBER 10, 2015

“You must spend money to make money.” – Plautus The 2015 CCNG Executive Summit was a success because attendees shared their experiences, both good and not-so-good. So much so that on my flight home, my head spun with industry buzzwords and emerging trends.

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CCNG Customer Experience 170

CCNG

SEPTEMBER 23, 2020

While all of us are navigating the pandemic in ways specific to our industries and customers, one thing remains consistent. Creating a seamless experience for our customers increases loyalty, decreases our costs and creates better employee engagement.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

JULY 17, 2024

Contact Centers and Industry Thought Leaders Are Not on The Same Page Tell us if this feels familiar to you: all the information about AI and Automation in the contact center paints the picture that everyone is already at a 301 level and is revolutionizing the contact center of the future.

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Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

JULY 6, 2022

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We Lon Hendrickson is the Executive Director of the CCNG Magnet Program.

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Best practices CCNG Benchmark Consulting 195

CCNG

JUNE 15, 2022

Here are four ways to expand your view: Use your professional network to expand your vision beyond your immediate market and specific industry. A cross-industry network gives you access to a diverse set of perspectives and insights, and colleagues who can offer new strategies and ideas.

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Best practices CCNG Consulting Consulting 195

CCNG

MARCH 23, 2022

?Those working in the call center industry find themselves in an interesting situation. Another development in the call center industry is the level of interconnection between what used to be a self-contained call center to all the other areas of a business, including sales and support.

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CCNG Call Center Education Self service 195

CCNG

SEPTEMBER 1, 2021

CCNG talks with author and member Casey Kostecka, a veteran in the contact center industry about his book entitled, 7-T Success System – Leaders Aren’t Born, They’re Made. The 7-T Success System has been used by contact center organizations in multiple industries all around the world to train and enhance leadership skills.

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Contact Center CCNG 195

CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

CCNG

JULY 12, 2020

The contact center industry has never experienced anything like the COVID-19 pandemic. Despite these claims, why hasn’t the industry adopted this as its primary model? Article contributed by CCNG member Brian Kearney, Founding Partner and CMO at 5th Talent International, LLC located in Aurora, Colorado.

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CCNG Benchmark Contact Center Employee engagement 195

CCNG

JULY 10, 2020

Within the contact center industry it is so important because most of us don't plan to start out as contact center leaders. Giving back the knowledge I've gained over nearly 30 years in this industry is really rewarding. (Baxter International) shared some perspectives on leadership that have been a foundation for his success. “It

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CCNG Contact Center Customer Care Customer Service 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.

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CCNG Contact Center Chief Customer Officer Coaching 136

CCNG

JANUARY 19, 2021

In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Richard Kenny is an 18 year veteran of the contact center industry, working as the Senior Product Marketing Manager, Contact Centre & Unified Communications for Poly (formerly Plantronics).

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Call Center CCNG Contact Center Feedback 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.

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Contact Center Customer Experience outsourcing Analytics 195

CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

CCNG

JULY 12, 2023

There’s a “Voice of the Customer” cottage industry led by tech companies — the story goes something like this: if customers give you good scores, good things will happen. Amas Tenumah is a long time CCNG member and regular contributor with his content sharing and speaking with fellow members.

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CCNG Airlines Surveys Feedback 195

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. About 4-5 months ago I was speaking with an industry colleague and telling my origin story. Again, Until recently.

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Contact Center Feedback Marketing Technology 195

CCNG

OCTOBER 11, 2023

Michelle Martinez is a CCNG Academy member, experienced leader with a strategic and logical approach, emphasizing servant-led leadership and fostering collaboration.

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CCNG Customer Experience B2C Finance 195

CCNG

JULY 22, 2021

Based in Memphis TN, contact center industry veteran Bob Furniss serves as a CCNG Academy member, working as a leader in Slalom’s Global Salesforce Practice, focused on all-things related to contact centers.

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CCNG Chatbots Contact Center Self service 195

CCNG

JUNE 3, 2021

John Novak is a global Sales and Operations executive with over 40 years in the customer care and customer experience industry. John has been a CCNG member and advocates for over 30 years and currently is Director, Client Engagement - Americas at IGT Solutions.

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outsourcing CCNG Government Customer Care 195