CCNG
JANUARY 29, 2025
Many organizations believe that a simple document holder or database with a search bar is a knowledge management system. A Knowledge Management System (KMS), on the other hand, is a dynamic platform designed to enhance productivity and decision-making. Closing Thoughts This isnt your mothers contact center anymore.
CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. Additionally, the lack of clear performance standards makes managing and motivating agents challenging, further impacting productivity and profitability. This inconsistency frustrates customers and drives up operational costs due to wasted resources.
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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. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
CCNG
MARCH 12, 2025
In an age where customer expectations are high, a fast, efficient, and streamlined knowledge management system (not to be confused with a knowledge base) is more important than ever. Knowledge Management: Quality Over Quantity When it comes to knowledge management, more is not always better.
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. Learn how to address, manage, and utilize: People. Technology.
CCNG
MARCH 21, 2025
Being a call center agent sucks and it is managements fault. As a consultant, Ive worked inside over 100 companies, and I can tell you this: even companies with god-awful call center technology somehow manage to first invest in a high-functioning website to attract new customers. Those go to the prospects and new customersthe newborn.
CCNG
NOVEMBER 27, 2024
I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement. Groups that were assumed to be primarily comprised of CX managers and leaders agreed up to 23% less than the groups that were assumed to be mostly employees or HR managers.
Speaker: Gary Magenta and Rashel Rogers
Your managers. Listen to this live replay of a recently recorded webinar as Root consultants Gary Magenta and Rashel Rogers guide a discussion around your crisis communication plan, now in full effect. You hit “send” on your company-wide email outlining new restrictions and protocols, but a question remains.
Speaker: Noel Roberts, CTO and VP Marketing, Aria Solutions
On average agents are handling 3-4 channels and Gartner predicts that by 2020 organizations will need to address 12 emerging customer channels. In this webinar, Noel Roberts, CTO from Aria Solutions, will discuss how you can arm your agents with the right tools and processes to provide great customer engagements.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation.
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.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.
Speaker: Andrew Decker, Customer Care Manager, VSP
Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.
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