CCNG's November Town Hall Will Be Led by Roger Lee, Senior VP, AI Success and Sustainability at Ruffalo Noel Levitz In 2025, contact centers must adapt to a rapidly evolving landscape shaped by changing customer expectations, technological advancements, and the ongoing need for efficiency and personalized service. They will need to continue to focus on […]
CCNG's December Town Hall Open Forum The CCNG Community has had a full year of Town Hall meetings led by excellent presenters. The in depth conversations that these topics promote […]
CCNG June Town Hall Led by Nate Brown of Metric Sherpa Maximizing Value Through Balanced Service Interactions Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act—chasing efficiency without sacrificing connection. To make matters even more difficult, the vast majority of metrics we use to measure customer service/contact center performance are […]
Build a Smarter, Leaner Contact Center: Lower Costs While Improving Outcomes Contact centers are under more pressure than ever to cut costs, without cutting corners. Fortunately, cost savings and CX gains don’t have to be mutually exclusive. In this session, we’ll break down where the most meaningful and measurable savings are happening today. We’ll explore […]
RSVP by emailing jillian@ccng.com Silent Abandonment Is Costing Your Call Center Thousands: How to Stop Losing Agents and Customers Silent abandonment—customers and agents quietly leaving without clear warning—is one of the costliest hidden threats to call centers today. It silently erodes your budget, your customer loyalty, and your workforce engagement. This forum will clearly […]
RSVP by emailing jillian@ccng.com Unlocking the Missing Last Mile in Your CX and AI Strategy Did you know that up to 70% of CX initiatives fail to realize their full […]
RSVP by emailing jillian@ccng.com Customer Experience in the Omnichannel World: Ensuring Seamless Journeys Across Voice, Chat, Messaging, Social, etc. Customers expect seamless, personalized, and consistent experiences across all channels — […]
RSVP by emailing jillian@ccng.com Leadership Development Is Broken. Is AI the Risk or the Rescue? Forbes says leadership development is broken. In this town hall, we’ll ask: can AI make […]
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 […]
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 […]
RSVP by emailing jillian@ccng.com Why Your Team Is Exhausted, and What Contact Center Leaders Control Contact center teams operate under constant pressure. Volume volatility, rigid metrics, inefficient processes, and limited […]
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 […]
