CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
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.
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CCNG
APRIL 5, 2023
If not managed, they can lead to chronic stress which may cause heart disease, stroke, a compromised immune system, and some forms of cancer. Awareness of triggers is the first step to managing them. Mental fitness is a very effective technique for managing stress and emotional triggers.
CCNG
MARCH 22, 2023
In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Use this link to view and listen to this entire CCNG Member Town Hall event on the CCNG BrightTalk channel. for livepro®– a state-of-the-art CX Knowledge Management System.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Learn how to address, manage, and utilize: People. Technology.
CCNG
JULY 5, 2023
Throughout my career I’ve had the opportunity to lead and network with some amazing individuals and from time to time they have asked what it takes to move from Manager to Director. I’ve seen plenty of individual contributors get promoted to managers, not because they are solid leaders but because they are great contributors.
CCNG
SEPTEMBER 27, 2023
DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component. The best knowledge management system should be built for contact center agents. It’s here to stay, and it will get better over time.
Speaker: Gary Magenta and Rashel Rogers
Your managers. Listen to this live replay of a recently recorded webinar as Root consultants Gary Magenta and Rashel Rogers guide a discussion around your crisis communication plan, now in full effect. You hit “send” on your company-wide email outlining new restrictions and protocols, but a question remains.
Speaker: Noel Roberts, CTO and VP Marketing, Aria Solutions
On average agents are handling 3-4 channels and Gartner predicts that by 2020 organizations will need to address 12 emerging customer channels. In this webinar, Noel Roberts, CTO from Aria Solutions, will discuss how you can arm your agents with the right tools and processes to provide great customer engagements.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation.
Speaker: Robert Bradshaw, President, Got/IT
For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in a way that is actionable, understood by everyone from C-level to agent, and manageable.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.
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.
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