CCNG Related Topics 
CCNG
JUNE 21, 2021
In a recent conversation with CCNG, I discussed this exact challenge and how contact center leaders can precisely value the cost and financial efficiency of performance across all contact channels and teams.
CCNG
JUNE 1, 2015
We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service. Most of our bloggers have been in the “trenches” and are willing to share and discuss best practices and tips from the … Continue reading Everyone Has A Story → CCNG Member NetworkEveryone has a story to tell. Everyone you meet knows something you don’t.
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CCNG
NOVEMBER 10, 2015
From the desk of Dr. WFO: On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in Fort Worth, TX. Several organizations were represented at the event including: Neat, Kohl’s, HSN, Essilor, Hilton, CareerBuilder, Chase, Texas Workforce Commission, Wells Fargo, Kroger, OpenSpan, InContact, Five9, T … Continue reading Leadership for the New Workforce → CCNG Member Network Leadership featured
CCNG
JUNE 29, 2022
On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.
CCNG
JULY 2, 2021
I recently spoke with David Hadobas of CCNG to discuss this important topic. Deken is a CCNG member working with Emmerision as Director of Enterprise Sales in Lehi, Utah In a fast-paced industry like contact centers, it is important to hire quickly without sacrificing accuracy.
CCNG
JULY 27, 2021
In a recent conversation with CCNG I explain the value as to why leaders take this strategic approach with their teams. See below for the interview with Mary and CCNG on this topic to learn more details about employee growth plans.
CCNG
JULY 7, 2021
In a recent conversation with CCNG members, I discussed the key metrics that you need to be monitoring, what the industry best practices are for each, and one in particular that can cause you issues if not developed properly.
CCNG
JANUARY 18, 2023
Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. The concept is simple.
CCNG
JANUARY 11, 2023
Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox “Your call / email / chat is important to us, but we are experiencing unusual volume at this time.”
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
CCNG
JUNE 22, 2022
She is a virtual work expert, trainer, keynote speaker and CCNG Academy member, and is preparing leaders to lead hybrid and remote teams Let’s make 2022 the year of Location Inclusion. What is location inclusion?
CCNG
DECEMBER 1, 2022
We close out this series on how to use your professional network to get maximum value from your connections, peer-to-peer interaction, and the collective insight and experience of colleagues.
CCNG
NOVEMBER 30, 2022
We close out this series on how to use your professional network to get maximum value from your connections, peer-to-peer interaction, and the collective insight and experience of colleagues.
CCNG
AUGUST 10, 2022
Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.
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.
CCNG
APRIL 13, 2022
He recently spoke with CCNG about these perspectives in light of managing and working-from-home for the past year or more. Kevin is the Vice President of Operations for Guardian Protection Products and a CCNG member ??Efficiency, Productivity, Resourcefulness. ?At
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.
CCNG
MARCH 16, 2022
For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members.
CCNG
DECEMBER 8, 2022
Submitted by CCNG member Dan Stephenson, Director Hyatt Shared Service Center on behalf of the Hyatt Customer Care team Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp.
Speaker: Roger Lee, Director - Customer Success, Gridspace
How do you ensure your customer service team is communicating accurate, complete information, and how do you know they are providing appropriate products/solutions to better serve customers? Join CCNG for an exploration into how AI will improve both the employee and customer experience.
CCNG
AUGUST 31, 2022
Who of us wants to watch a football game where everyone stands on the sidelines? Or a baseball game where the players never leave the dugout. Your network offers a similar arena where value comes from active participation. Get in the game. Step onto the field.
CCNG
NOVEMBER 9, 2021
If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.
CCNG
MARCH 9, 2022
Rick is a CCNG member, a CX Advisor and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach.
CCNG
MAY 11, 2021
With the increased demands thrust upon contact center organizations, SymTrain in conjunction with CCNG sponsored a survey among just under 100 learning and development leaders and how they reacted to these demands. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Member
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.
CCNG
AUGUST 17, 2022
Best Practices For A Powerful Professional Network series: Part 1: The Simple Truth and The Golden Rule Part 2: Expand Your View Part 3: Accelerate Decision Making Part 4: Proactive Care and Attention Lon Hendrickson is the Executive Director of the CCNG Magnet Program
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.
CCNG
JANUARY 4, 2023
Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so.
CCNG
AUGUST 3, 2022
To view previous posts in this Best Practices for a Powerful Professional Network series, please use the following links: Part 1: The Simple Truth and The Golden Rule Part 2: Expand Your View Part 3: Accelerate Decision Making Lon Hendrickson is the Executive Director of the CCNG Magnet Program
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.
CCNG
OCTOBER 5, 2022
Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network.
CCNG
NOVEMBER 16, 2022
The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more
CCNG
SEPTEMBER 29, 2020
CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. So how are customer support operations adjusting to the new virtual work environment over inhouse work environment?
CCNG
OCTOBER 14, 2021
Last, but very much not least, ask CCNG. Ryan has been a senior leader contributor to the CCNG member network for over 7 years including presentations at CCNG’s Executive Summit and various regional events
CCNG
JULY 13, 2022
are long-time contributors in the CCNG community What data are you using and where is it coming from? Depending on its source, time, and ?environment, environment, data changes in value as it reckons with the moment in time it’s used.
CCNG
SEPTEMBER 22, 2022
Colin Taylor is CEO of The Taylor Reach Group and long time CCNG member and advocate. Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters.
CCNG
OCTOBER 29, 2021
In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed.
CCNG
JULY 6, 2022
Lon Hendrickson is the Executive Director of the CCNG Magnet Program Connectivity continues to shrink our world, and in the process transform businesses and industries.
Speaker: Eric Berg, CEO, ContactCenterPro Consulting
In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many companies are looking at their long term plans and realizing they need to review all work streams affected by moving to a work from anywhere model and modify or improve their technology and standard operating procedures. In this discussion we will provide an overview of all work streams affected by a work from anywhere model, and talk through how you can move from emergent to best in class with your remote workforce.
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