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. In speaking with many executives over the years, they have questioned how these metric best practices evolved. Are they still appropriate for your particular line of business?
CCNG
JULY 6, 2022
And industry benchmarking, trend analysis, and best practices all help shape your strategic decisions. Which colleagues and consultants offer the best advice? For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Which benchmarking studies are worth your time?
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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. For a complete list of all 24 best practices you can use this link for a copy of the full white paper.
CCNG
MAY 27, 2021
In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center. This is what they do.
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.
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
APRIL 19, 2023
The best practice is to spread the wealth of top performers and the challenge of lacking performers. 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.
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