CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members.
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.
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CCNG
SEPTEMBER 8, 2020
Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents. The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG.
CCNG
NOVEMBER 15, 2023
I don’t know the industry statistics for how often this occurs in contact centers, but a variety of 3rd party IT industry organizations and journals say it’s above 30% for software projects. Below are some tips you might find useful on how to reduce the risk of surprises for your future contact center projects.
CCNG
MARCH 8, 2023
You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).
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 2, 2021
CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. I provide a roadmap for how to institute this concept in your organization and use the results to create actionable and attainable results.
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