Best practices CCNG Contact Center Personalization 
CCNG
AUGUST 17, 2022
You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. The goal is not to amass a larger audience, but to build important personal and professional relationships that enhance your knowledge and expand your abilities.
CCNG
AUGUST 5, 2021
I am an old school contact center person. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.
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CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. The best practice is to spread the wealth of top performers and the challenge of lacking performers.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. This is what they do. This is what they do.
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. How can I make conversations personal over video? How can I make coaching as effective when not in person?
CCNG
JULY 12, 2020
CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.
CCNG
AUGUST 2, 2023
Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Be aware of the top five most common mistakes businesses make during the process that can lead to a derailment.
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