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. His specialty area is Contact Center Optimization.
CCNG
AUGUST 17, 2022
You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back for more ways you can build a truly powerful professional network. ?For
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CX Global Media
SEPTEMBER 5, 2018
I’ve been very fortunate to have gained different perspectives in the contact center industry. When it comes to problem solving and finding your best solution, it’s the broad experience that you want to leverage. We just participated in a CCNG networking event which was absolutely phenomenal. Daniel Weiss : Thanks Jim.
CCNG
MARCH 16, 2022
Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. In 2020 during a world pandemic, we had the crazy idea to start our own podcast.
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.
CCNG
AUGUST 18, 2020
Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers. Kathryn shares three best practices in supporting agents working either remotely or on-premise in the healthcare contact center operations of her client.
CCNG
FEBRUARY 8, 2023
Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days. Service levels were at 90% and quality scores were at 98%.
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