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. Together we have more than 56 years of experience.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

CCNG

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud. There are many incredible case studies of AI positively transforming the contact center.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

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. Performance improvement processes are a continual battle.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

FEBRUARY 22, 2021

If I had to go to a manual method at my call center (using a different method of logging tickets, because I lost my CRM or my ticketing system) then how do I get back into getting that data back into the systems? Your key business applications (CRM, your ticketing system, etc.) And agent availability is the last big one.

CCNG 195

CCNG Contact Center CRM Call Center 195

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Unleash the full power of your systems and data. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JUNE 21, 2023

Modern contact centers support many digital channels, touchpoints and interaction modes. In these cases, reaching your contact center should be easy. It should integrate with your existing CRM and back-office systems to give a single, unified view of all channel interactions.

Customer Service 195

Customer Service CCNG Self service Automotive 195