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UID:3913-1770210000-1770211800@ccng.com
SUMMARY:Knowledge Management Education Series - Part 1 of 3
DESCRIPTION:When done right\, knowledge management can absolutely increase employee and customer satisfaction\, decrease training costs\, reduce handling times\, and boost sales. It is the most valuable\, fundamental capability of every great service organization. Join us for this exclusive\, executive series. 3 live events–February 4\, February 18\, and March 4. Each is just 30 minutes. Each session provides expert insight and live Q&A.   \nRegister here\, RSVP confirmation to follow. \nSession 1: “The Knowledge Mirage: Why What Looks Right is Often Wrong”\nHosted by Vicki Brackett\, Head of CX and Chief Knowledge Officer of Knowledgly\, and Lon Hendrickson\, Executive Director of the CCNG Magnet Program \nSummary:\nThis session dives into the most common misconceptions senior leaders have about their knowledge management efforts – from assuming their knowledge base is “good enough\,” to thinking their agents will “just ask someone” if they don’t know the answer. You’ll uncover ways to discover the hidden cracks in your knowledge foundation\, how to identify if poor knowledge impacts both employee and customer experience\, and why AI tools are only as good as the information behind them. \nKey takeaways: \n\nWhat leaders think is working vs. what frontline agents experience\nThe role of tribal knowledge and the myth of “we have it documented”\nHow surface-level fixes (new tools\, AI add-ons) miss the real problem\n\n  \nWednesday\, February 4\, 2026. 1:00 – 1:30 pm (Central Time)
URL:https://ccng.com/event/knowledge-management-education-series-part-1-of-3/
LOCATION:Online
CATEGORIES:Online Event
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DTSTART;TZID=America/Chicago:20260218T130000
DTEND;TZID=America/Chicago:20260218T133000
DTSTAMP:20260427T151514
CREATED:20251208T153135Z
LAST-MODIFIED:20251208T153135Z
UID:3918-1771419600-1771421400@ccng.com
SUMMARY:Knowledge Management Education Series - Part 2 of 3
DESCRIPTION:When done right\, knowledge management can absolutely increase employee and customer satisfaction\, decrease training costs\, reduce handling times and boost sales. It is the most valuable\, fundamental capability of every great service organization. Join us for this exclusive\, executive series. Each session provides expert insight and live Q&A.   \nRegister here\, RSVP confirmation to follow. \nSession 2: “Knowledge Chaos: The Productivity Killer No One’s Talking About”\nHosted by Vicki Brackett\, Head of CX and Chief Knowledge Officer of Knowledgly\, and Lon Hendrickson\, Executive Director of the CCNG Magnet Program \nSummary:\nWe zoom into the day-to-day operational impact of poor or inconsistent knowledge. Learn how even well-meaning documentation\, SOPs\, or systems can actually add friction instead of solving problems. We’ll also explore the ripple effect on KPIs: AHT\, first contact resolution\, new hire ramp time\, QA scores\, and more. \nKey takeaways: \n\nWhy “organized chaos” is still chaos when it comes to knowledge management\nHidden labor costs and productivity drains\nThe hidden toll of scattered knowledge on your most capable teams\n\n  \nWednesday\, February 18\, 2026. 1:00 – 1:30 pm (Central Time)
URL:https://ccng.com/event/knowledge-management-education-series-part-2-of-3/
LOCATION:Online
CATEGORIES:Online Event
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260219T140000
DTEND;TZID=America/New_York:20260219T150000
DTSTAMP:20260427T151514
CREATED:20260127T034427Z
LAST-MODIFIED:20260127T034427Z
UID:3944-1771509600-1771513200@ccng.com
SUMMARY:CCNG February Town Hall Led by Justin Robbins
DESCRIPTION:RSVP by emailing jillian@ccng.com \nWhy Your Team Is Exhausted\, and What Contact Center Leaders Control\nContact center teams operate under constant pressure. Volume volatility\, rigid metrics\, inefficient processes\, and limited decision authority compound into daily strain that erodes judgment\, energy\, and trust. \nSupervisors\, managers\, and directors sit at the center of this pressure. They translate strategy into schedules\, policies into behaviors\, and metrics into real-time trade-offs. When strain goes unmanaged\, leaders spend their time reacting instead of leading. Performance flattens\, coaching weakens\, and attrition risk rises. \nThis interactive session gives contact center leaders a practical way to identify and reduce the strain they control. \nParticipants will learn how to: \n\nIdentify the most common sources of strain inside contact center operations.\nSee how process design\, metrics\, and decision rights shape frontline behavior.\nDetermine what leaders can fix immediately versus what must be clarified or escalated.\nReduce friction that drives rework\, disengagement\, and turnover risk.\nMake targeted changes that improve outcomes without increasing workload.\n\nAttendees will leave with a clear framework they can apply to their own teams and one concrete action to reduce unnecessary pressure within their span of control. \n  \n\n\nMeet Your Member Facilitator:\nJustin Robbins\nFounder & Principal Analyst\n\nMetric Sherpa\, Inc\n  \nJustin Robbins is a leadership and customer experience expert with more than 20 years of experience helping organizations close the gap between intention and execution. His work spans contact center operations\, in-person service delivery\, quality assurance\, workforce development\, and CX strategy\, with a consistent focus on turning ideas into action. \nAcross his career\, Justin has worked inside operations\, advised global brands\, and partnered with SaaS leaders to shape how work gets done and how people experience it. His perspective bridges employees and executives\, combining practical execution with a deep understanding of how trust\, purpose\, and clarity drive performance. \nThrough his writing\, research\, and speaking\, Justin challenges leaders to move beyond slogans and create environments where people can find meaning\, energy\, and pride in their work again.
URL:https://ccng.com/event/ccng-february-town-hall-led-by-justin-robbins/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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