resource-center 
CCNG
JULY 12, 2020
CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. March 20, 2020.
BlueOcean
MARCH 14, 2024
Your organization is ready to find a new contact center outsourcer. We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. To avoid that headache (and massive waste of resources), shortlisting potential partners is critical. What’s your next step? We’re here to help!
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Callminer
AUGUST 21, 2017
Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.
Callminer
DECEMBER 3, 2015
Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest resource guide.
Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker
An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Contact center leaders worry about agents giving away too much or serving customers inconsistently. And executives worry about the cost of investing in new tools and resources.
NobelBiz
APRIL 19, 2021
As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. Before the cloud, call centers would buy physical hardware architectures that needed to be shipped to the locations and installed.
Callminer
FEBRUARY 23, 2015
It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.
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. How to learn the true cost of decisions before committing.
Advertiser: Symtrain
2020 has thrown a curveball at society, upending organizational objectives, expectations, and resources. Survey results reveal a significant shift from a minority to a majority of contact center staff moved to remote work. The shift to everything online demands hiring more contact center talent and fast.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
What was once a common practice in the call center is now a barrier to success. You will also learn how a modern QA process can help you avoid: Wasted time, money, and resources 📉 Missed revenue opportunities and poor ROI 👎 Losing valuable customers 👥 Don't miss this event! Register today to save your seat!
Speaker: Hillary Curran, Head of Customer Experience, Guru
Your customer’s expectation — whether reaching out about an issue via chat, completing an online form for an event, phoning a call center, or browsing your website’s resources — is an effortless and efficient information transfer, so they can get back to focusing on their bottom line.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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