CCNG

SEPTEMBER 24, 2021

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. As I see it, the true value of CCNG Town Hall events is the peer led discussions around what other organizations have done to stop this Tsunami.

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CCNG Healthcare Contact Center Marketing 273

CCNG

FEBRUARY 8, 2023

Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor on Town Hall member events. As the RTS Operations Director (Contact Centers) for Baxter Healthcare Corporation, Jason oversees all aspects of global contact center operations (Tech Support).

Service level 195

Service level CCNG Contact Center Healthcare 195

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.

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Best practices CCNG Healthcare Contact Center 195

CCNG

FEBRUARY 22, 2023

Start with the basics, reminding frontline staff that members are discussing their healthcare needs. Written by Ami Zumkhawala - Cook, shared by CCNG member Jeremy Ahto. Both Ami and Jeremy work with The Northridge Group, a multi year CCNG corporate member and partner.

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CCNG

AUGUST 23, 2023

Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content. As the RTS Operations Director (Contact Centers) for Baxter Healthcare Corporation, Jason oversees all aspects of global contact center operations (Tech Support).

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Contact Center Analytics CCNG Average Handle Time 195

CCNG

JUNE 16, 2021

I spoke in detail with CCNG President David Hadobas and IV.AI For example, the COVID prediction model was designed to help allocate important resources like ICU beds and ventilators, however it was built on data that reflected existing racial bias in the American healthcare system.

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CCNG Government Healthcare Enterprise 221

CCNG

JANUARY 4, 2023

Healthcare Insurance, 35.6% Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders. Retail (Click & Mortar), 46.6% Technology, 39.4% Utilities, 37.6%

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Customer Experience Contact Center CCNG Self service 195