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DTSTAMP:20260524T112241
CREATED:20250402T180705Z
LAST-MODIFIED:20251006T224920Z
UID:3606-1763542800-1763553600@ccng.com
SUMMARY:Minneapolis\, MN Regional Networking Event
DESCRIPTION:RSVP here to the CCNG Regional Networking Event in Minneapolis (Eden Prairie)\, Minnesota. \n  \nSTRATEGY\, TECH & TALENT\nTwin Cities\, it has been a while\, but we are back… CCNG is hosting an in-person regional networking and knowledge sharing session in person! This event\, hosted by Sansom Staffing and Pixid\, welcomes you to an interactive session where you will be immersed in conversations around when offshore is a good option\, how technology can maximize operations\, and how to attract and retain Top Talent. This is a great opportunity for you to network and connect with other industry professionals within your market. \nCome and enjoy the beautiful setting in Eden Prairie\, offering free onsite parking\, coffee\, tea\, and pastries. This event is designed for Call Center Leaders\, Managers\, Supervisors\, Team Leaders\, Call Center HR\, and Talent Acquisition. \nThe event is free to attend\, but an RSVP is needed for gate access and catering purposes. \nCCNG Regional Event Minnesota 2025  \n  \nTopics to be discussed: \n\nRecruiting for Increased Retention\nThe Impact Leadership has on Retention\nRetention for Onsite\, Remote\, and Offshore – How does it differ?\nStrategies and Planning for Attracting and Retaining Today’s Talent\nHow Technology platforms help manage your efficiency\nBalancing Technological Advancement and the Human Touch\n\nWhy you can’t miss it: \n\nIn-Person networking and knowledge sharing\nGreat Interactive Discussion on key issues facing most centers\nSmall group discussions\n\n\n\nRSVP here to receive a calendar invite and address. 
URL:https://ccng.com/event/minneapolis-mn-regional-networking-event/
LOCATION:Eden Prairie\, Minnesota\, Eden Prairie\, MN\, United States
CATEGORIES:In person
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20251113T140000
DTEND;TZID=America/New_York:20251113T150000
DTSTAMP:20260524T112241
CREATED:20251028T031306Z
LAST-MODIFIED:20251028T031306Z
UID:3862-1763042400-1763046000@ccng.com
SUMMARY:CCNG November Town Hall Led by Jim Rembach and Jason Mercer-Pottinger
DESCRIPTION:RSVP by emailing jillian@ccng.com \nLeadership Development Is Broken. Is AI the Risk or the Rescue?\nForbes says leadership development is broken. In this town hall\, we’ll ask: can AI make it worse—or finally fix it?\nForbes releases insights that they say should force every organization to fundamentally rethink how they approach professional development for leaders. Meanwhile\, C-suites are pushing AI—while 95% failure rates are being reported. This CCNG Town Hall cuts through the hype\, hysteria\, and hope of applying AI to the leadership development problem. We’ll focus on root cause\, risk avoidance\, and practical clarity\, with brief case snapshots—so you don’t green-light programs that backfire\, waste time\, or drain precious resources.Bring your questions and get straight answers to protect your next AI decision. Includes a live 10-question Leadership Development Scorecard to help you take action in your contact center.Inside this Town Hall: \n\nCase Results: lessons and challenges learned\nA short list of innovations and red flags to act on now\nA new language for separating hype\, hysteria\, and real hope\n\n\n\n\nMeet Your Member Facilitators:\nJason Mercer-Pottinger is Senior Director\, Customer Care – Americas at Vantive\, leading fully remote\, patient-centric operations across multi-country teams. A visionary CX leader\, he fuses disciplined execution with innovation to scale empathy and outcomes. At Vantive\, he has strengthened telehealth and customer experience while building culture-aligned standards that deliver consistent support at scale. A recognized CX influencer\, he champions measurable impact for patients and customers. Under his leadership\, teams support 100\,000+ patients. These efforts underscore a continuous pursuit to improve the lives of patients and customers through empathetic and effective support solutions\, turning bold vision into excellence. LinkedIn – https://www.linkedin.com/in/jason-mercer-pottinger/\n\n\n\n\n\nJim Rembach is President of Call Center Coach and creator of the Leadership Execution System (LES). A 25-year veteran and AI engineer\, he replaces supervisor training with culture-calibrated Execution Systems that turn inconsistency into consistency. His AI-powered Execution Apps guide supervisors in the flow of work—standardizing decisions\, building skills\, and reducing Supervisor Drift. Author of the FONE Report\, a science-backed framework\, he explains why leadership training and coaching fail and how to avoid the risks of uncalibrated general AI. His modern-day mission: Stop training. Start executing. Lead your way.  LinkedIn – https://www.linkedin.com/in/jrembach/
URL:https://ccng.com/event/ccng-november-town-hall-led-by-jim-rembach-and-jason-mercer-pottinger/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20251023T140000
DTEND;TZID=America/New_York:20251023T150000
DTSTAMP:20260524T112241
CREATED:20250922T124218Z
LAST-MODIFIED:20250922T124853Z
UID:3846-1761228000-1761231600@ccng.com
SUMMARY:CCNG October Town Hall Led by John Sorenson\, Owner & Executive Consultant\, CypressCX
DESCRIPTION:RSVP by emailing jillian@ccng.com \nCustomer Experience in the Omnichannel World: Ensuring Seamless Journeys Across Voice\, Chat\, Messaging\, Social\, etc.\nCustomers expect seamless\, personalized\, and consistent experiences across all channels — phone\, chat\, SMS\, email\, social\, and self-service. Yet most contact centers still struggle with silos\, incomplete data\, and inconsistent service quality. We’ll discuss how to create truly integrated omnichannel journeys\, the obstacles we face\, and the best practices that are working in our organizations. \n\nWhat we’ll cover:\n\nIntegrating data across channels — unified view of the customer\nEnsuring consistency & context when switching channels\nMetrics/KPIs to measure omnichannel success\nTechnology/vendor challenges & how to choose/integrate\n\n\n\n\nMeet Your Member Facilitator\n \nJohn L. Sorenson is a dynamic\, seasoned Customer Experience Executive\,\nrenowned for his strategic leadership and transformative impact in\nlarge\, complex organizations. With a proven track record of driving\nbusiness transformation and strengthening customer relationships\, John\nexcels in steering major organizational changes\, optimizing processes\,\nand championing emerging technologies that elevate both customer and\nemployee experience. \nJohn is the owner and Executive consultant of CypressCX Consulting\n(cypresscx.com) with over ten years of consulting experience partnering\nwith large corporations\, small businesses\, and non-profits to achieve\nhigh levels of customer and employee engagement success while\nsignificantly lowering operating costs. \nJohn’s recent role as SVP\, Director of Customer Experience at Truist\nmarked a significant phase in his career\, where he led 5\,000 customer\nexperience providers through the merger between BB&T and SunTrust.\nPost-merger\, John led efforts to optimize CX and to introduce cutting-\nedge technology transformations\, including CCaaS and AI to automate\nregulatory processes and enhance customer journeys. Under his\nleadership\, Customer Satisfaction (CSAT) soared by an impressive 25%\,\nsurpassing target expectations. \nThroughout his career\, John has demonstrated a profound capability in\noptimizing CX processes and contact center operations achieving\nmillions in cost savings and enhancing CSAT scores by as much as 26%.\nHe has successfully led over 30 mergers and acquisitions showcasing his\nadeptness in blending processes\, organizational structures\, leadership\,\ntechnology\, and customer experience strategies. \nThroughout his career\, John has consistently delivered exceptional\nresults\, leveraging his expertise in leadership\, team building\, and cross-\nfunctional collaboration. John builds diverse\, high performing teams\nthat deliver innovative customer solutions that drive customer\nsatisfaction and employee engagement.
URL:https://ccng.com/event/ccng-october-town-hall/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20251009T090000
DTEND;TZID=America/Chicago:20251009T123000
DTSTAMP:20260524T112241
CREATED:20250818T141213Z
LAST-MODIFIED:20250818T142408Z
UID:3798-1760000400-1760013000@ccng.com
SUMMARY:Dallas-Fort Worth\, Texas Regional Networking Event
DESCRIPTION:Next-Level Employee Engagement and the Future of Contact Centers\nSpearheaded by Scott Baker\, Envision Dallas and CCNG member\, this event will feature an outstanding lineup of industry leaders\, including James Ashworth\, former Vice President of the Southwest Airlines Contact Center\, King White\, CEO of Site Selection Group\, and senior leadership from Humach. Join us for an exciting discussion on Next-Level Employee Engagement and the Future of Contact Centers.  \nThese seasoned contact center veterans will offer their perspectives\, encourage open collaboration\, and spark fresh ideas on navigating the ever-changing future of our industry. We’ll also showcase a brief demonstration of innovative technology designed to support blind and visually impaired contact center personnel—highlighting how inclusion and accessibility can be integrated into modern operations. \nThe event is free to attend\, but an RSVP is needed for gate access and catering purposes. \nDFW 2025 Regional Networking Event \nTopics to be discussed:\n\nJames Ashworth will share insights from his extensive experience in driving employee engagement.\nKing White will explore what lies ahead for contact centers—covering global location strategies\, hybrid workplace models\, wage trends\, and more.\n\nWhy you can’t miss it:\n\nExpert panel\nInnovative technology demonstrations\nAuthentic networking opportunities\n\n\n\nRSVP here to receive a calendar invite and address. 
URL:https://ccng.com/event/dallas-fort-worth-text-regional-networking-event/
LOCATION:Dallas-Fort Worth\, Texas\, Dallas-Forth Worth\, TX\, United States
CATEGORIES:In person
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20250911
DTEND;VALUE=DATE:20250912
DTSTAMP:20260524T112241
CREATED:20241212T005925Z
LAST-MODIFIED:20250827T011422Z
UID:3493-1757548800-1757635199@ccng.com
SUMMARY:CCNG September Town Hall Led by Adam Boelke\, Managing Partner\, The Alignment Advantage Group
DESCRIPTION:RSVP by emailing jillian@ccng.com \nUnlocking the Missing Last Mile in Your CX and AI Strategy\nDid you know that up to 70% of CX initiatives fail to realize their full potential\, and MIT just announced that companies are seeing a 90% failure rate in AI proof of concept? \nThese lost opportunity costs are staggering\, and in our next CCNG townhall on September 11th\, LinkedIn Top Voice\, Adam Boelke\, will share why companies are consistently overlooking the underlying reasons behind lackluster results and the 4 steps necessary to bridge that last mile in your CX and AI strategy to achieve peak performance. \n  \nMeet Your Member Facilitator\n \nAdam Boelke is the founder of the Alignment Advantage Group\, a management consulting company specializing in Customer Service Optimization and Culture Consulting. He is a former VP of Operations with over 30 years of experience leading Call Center Operations for Fortune 500 companies and others. He is an award-winning expert in call center operations.
URL:https://ccng.com/event/ccng-september-town-hall-2/
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250821T140000
DTEND;TZID=America/New_York:20250821T150000
DTSTAMP:20260524T112241
CREATED:20250624T134322Z
LAST-MODIFIED:20250804T155011Z
UID:3722-1755784800-1755788400@ccng.com
SUMMARY:CCNG August Town Hall led by Kathryn Jackson of ResponseLearning
DESCRIPTION:RSVP by emailing jillian@ccng.com \n  \nSilent Abandonment Is Costing Your Call Center Thousands: How to Stop Losing Agents and Customers \nSilent 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. \nThis forum will clearly define what silent abandonment is\, reveal exactly how customer and agent abandonment directly feed each other\, and equip you with straightforward\, practical tools to quickly identify\, measure\, and stop these costly losses. \n  \nMeet Your Member Facilitator \n \nKathryn Jackson\nCo-Founder\, ResponseLearning Corporation & iLearncc.com\nSimulation Designer | Contact Center Expert \nKathryn Jackson has spent 30+ years transforming how people learn and lead in contact centers. From managing large-scale centers to building simulation-based training programs\, she blends practical know-how with deep empathy. As co-founder of ResponseLearning and iLearncc.com\, she partners with top brands to design systems that put people first.
URL:https://ccng.com/event/ccng-august-town-hall-led-by-kathryn-jackson-of-responselearning/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250731T140000
DTEND;TZID=America/New_York:20250731T150000
DTSTAMP:20260524T112241
CREATED:20250629T185509Z
LAST-MODIFIED:20250710T201656Z
UID:3726-1753970400-1753974000@ccng.com
SUMMARY:CCNG July Town Hall Led by Mike Dolloff of Amplix
DESCRIPTION:Build a Smarter\, Leaner Contact Center: Lower Costs While Improving Outcomes \nContact 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. \nWe’ll explore how virtual agents\, agent assist\, workforce tools\, and smart outsourcing strategies are reducing cost-to-serve while improving experience. You’ll leave with actionable insights on how to identify low-disruption savings\, justify tech investments with ROI\, and build a business case that resonates with leadership. \nKey Takeaways: \n\nWhere and how virtual agents and agent assist deliver immediate cost savings\nHow to optimize WFO/WFM tools to reduce staffing waste and improve service levels\nWhen to consider BPO — and how to structure partnerships that drive value\nHow to measure and prove ROI to secure CX transformation funding\nThe importance of aligning savings initiatives with experience and quality metrics\n\nWhy Attend: \nIf you’re responsible for CX operations\, technology strategy\, or budget accountability\, this session is for you. You’ll hear practical insights and peer-tested strategies for delivering financial value from your contact center\, while keeping customers and agents at the center of the experience. \n  \nMeet Your Member Facilitator \n \nMike Dolloff \nEVP Account Management \nMike Dolloff has over 15 years in the technology industry working in customer-facing roles. Mike joined Amplix in 2014 (through InflowCX) and leads account management efforts for the organization. His focus is on helping our customers get the best guidance\, value\, and optimization on their enterprise technologies.
URL:https://ccng.com/event/ccng-july-town-hall-led-by-mike-dolloff-of-amplix/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250626T140000
DTEND;TZID=America/New_York:20250626T150000
DTSTAMP:20260524T112241
CREATED:20250528T233651Z
LAST-MODIFIED:20250609T220815Z
UID:3693-1750946400-1750950000@ccng.com
SUMMARY:CCNG June Town Hall Led by Nate Brown of Metric Sherpa
DESCRIPTION:CCNG June Town Hall Led by Nate Brown of Metric Sherpa \n\nMaximizing Value Through Balanced Service Interactions\n\nExecutives 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 insufficient or misleading. BUT there is a path to real value and service innovation.\n\nThis discussion will feature various techniques and mentalities that help balance the drive for efficiency and the need for distinctive\, personalized service. Join Nate Brown and your CCNG peers as we work together to demonstrate true value through enhanced customer interactions.\n  \nMeet Your Member Facilitator \n \nNate Brown loves two things very much…customer experience and community. Fortunately\, these concepts go hand-in-hand! As a community builder\, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members\, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others. Nate also heads up Advisory Services for Metric Sherpa\, a research firm helping organizations to transform customer interactions. When not “CX’ing\, Brown is a competitive disc golfer\, certified pickle ball instructor\, husband to a super cool wife\, and dad of two incredible daughters.
URL:https://ccng.com/event/ccng-june-town-hall/
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250529T140000
DTEND;TZID=America/New_York:20250529T150000
DTSTAMP:20260524T112241
CREATED:20250523T165322Z
LAST-MODIFIED:20250523T170253Z
UID:3686-1748527200-1748530800@ccng.com
SUMMARY:CCNG May Town Hall Led by John Sorenson\, Global Customer Success Executive\, Cypress
DESCRIPTION:Leading Digital Transformation with John Sorenson\, Global Customer Success Executive\, Cypress \nJoin a dynamic conversation with seasoned CX leaders as we explore how evolving customer expectations\, AI\, and digital-first behaviors are reshaping the landscape. This session goes beyond tech trends—it’s about leading meaningful transformation that aligns customer experience\, operational excellence\, and business outcomes. Come ready to share insights\, lessons learned\, and the bold strategies needed to future-proof your organization. \nMeet Your Member Facilitator \nJohn L. Sorenson is a dynamic\, seasoned Customer Experience Executive\, renowned for his strategic leadership and transformative impact in large\, complex organizations. With a proven track record of driving\nbusiness transformation and strengthening customer relationships\, John excels in steering major organizational changes\, optimizing processes\, and championing emerging technologies that elevate both customer and employee experience. John is the owner and Executive consultant of CypressCX Consulting (cypresscx.com) with over ten years of consulting experience partnering with large corporations\, small businesses\, and non-profits to achieve high levels of customer and employee engagement success while significantly lowering operating costs. \nJohn’s recent role as SVP\, Director of Customer Experience at Truist marked a significant phase in his career\, where he led 5\,000 customer\nexperience providers through the merger between BB&T and SunTrust. Post-merger\, John led efforts to optimize CX and to introduce cutting-edge technology transformations including CCaaS and AI to automate regulatory processes and enhance customer journeys. Under his leadership\, Customer Satisfaction (CSAT) soared by an impressive 25%\, surpassing target expectations. \nThroughout his career\, John has demonstrated a profound capability in optimizing CX processes and contact center operations achieving\nmillions in cost savings and enhancing CSAT scores by as much as 26%. He has successfully led over 30 mergers and acquisitions showcasing his adeptness in blending processes\, organizational structures\, leadership\, technology\, and customer experience strategies. Throughout his career\, John has consistently delivered exceptional results\, leveraging his expertise in leadership\, team building\, and cross-functional collaboration. John builds diverse\, high performing teams that deliver innovative customer solutions that drive customer\nsatisfaction and employee engagement. John completed Six Sigma Black Belt/Lean Certification and is an Eagle Scout\, Boy Scouts of America.
URL:https://ccng.com/event/ccng-may-town-hall/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Denver:20250521T090000
DTEND;TZID=America/Denver:20250521T120000
DTSTAMP:20260524T112241
CREATED:20250402T180503Z
LAST-MODIFIED:20250414T161600Z
UID:3604-1747818000-1747828800@ccng.com
SUMMARY:Phoenix\, AZ Regional Networking Event
DESCRIPTION:RSVP here to the CCNG Regional Networking Event in Phoenix\, Arizona. \n\nThe Human Edge in CX\nJoin us for this exciting event\, where we will discuss tactics you can implement in 2025 to improve customer experiences\, do more with less\, and demystify all this talk of artificial intelligence (AI) revolutionizing our industry. \nIt turns out that in a world being more and more automated by AI\, empowered human agents who can empathize with and delight customers are more important than ever. Market research from Gartner\, Accenture\, and CCW Digital show that with all this added innovation thrown at customer experience\, the perceptions of customers on the quality of these experiences has been on the decline for five consecutive years. \nIn this three-hour interactive discussion\, we’ll learn from leaders in the industry and from each other. Our commitment to you is that you’ll leave our time together more knowledgeable and more prepared to take on the challenges of today. Even better\, you’ll expand your network and leave with a few new friends as well. \nPhoenix 2025 Regional Networking Event \nTopics to be discussed: \n\nWhy are customer perceptions of CX on the decline and what are the truly innovative organizations doing to reverse this?\nWhere can AI really help me today and what’s the hype I can tune out?\nWhat are other CX leaders doing that I can adopt in my organization today?\n\nWhy you can’t miss it: \n\nBe the most knowledgable executive at your company about AI impact and AI hype\nExpand your network in the CX industry\n\nRSVP here to receive a calendar invite and address. 
URL:https://ccng.com/event/phoenix-az-regional-networking-event/
LOCATION:Scottsdale\, Arizona\, Scottsdale\, AZ\, United States
CATEGORIES:In person
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20250429T140000
DTEND;TZID=America/Halifax:20250429T150000
DTSTAMP:20260524T112241
CREATED:20241212T004432Z
LAST-MODIFIED:20250415T154702Z
UID:3489-1745935200-1745938800@ccng.com
SUMMARY:CCNG April Town Hall Led by Kirstyn Samson\, Founder of Samson Consulting
DESCRIPTION:CCNG April Town Hall with Kirstyn Sansom\, Founder of Sansom Consulting \nPlease join us on April 29th at 2 PM EST for our Town Hall Event. The topic of this Town Hall will be announced shortly. \nMeet Your Member Facilitator \n \nKirstyn comes with over 20 years experience in HR and staffing.  Kirstyn’s vision is to help companies create the culture and leadership style that people are looking for.  Together we can create highly effective cultures and leaders that attract talent who will stay and develop their careers.
URL:https://ccng.com/event/ccng-april-town-hall-led-by-kirstyn-samson-founder-of-samson-consulting/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250320T140000
DTEND;TZID=America/New_York:20250320T150000
DTSTAMP:20260524T112241
CREATED:20250304T020007Z
LAST-MODIFIED:20250304T020341Z
UID:3574-1742479200-1742482800@ccng.com
SUMMARY:Round Table on A New Leadership Course: Exploring the 7 Cs Part 2
DESCRIPTION:SPOTS ARE LIMITED SO RSVP HERE TO SAVE YOUR SPOT \nPart 2 A New Leadership Course: Exploring the 7 Cs hosted on March 20th @ 2:00 pm – 3:00 pm EST \n The ‘Exploring the 7 Cs’ leadership course dives deep into the 7 culture principles that are necessary to effectively lift employee engagement\, performance\, and organizational alignment.  I call them the ‘Cs of Success.’ This easy-to-follow program contains executable and scalable strategies leaders in any industry can use to transform their culture and drive higher levels of satisfaction\, productivity\, and efficiency. \nThe ‘Exploring the 7 Cs’ leadership course is available in two formats: \nA Self-Paced Online Video Based Course: \nParticipants learn at their own pace\, with interactive elements and real-world applications they can immediately utilize in their own organizations. \nAn 8-Week Cohort Mastermind Class: \nThis is a more intensive experience with weekly live sessions where I personally guide participants through the ‘Cs of Success’ strategies\, providing actionable steps for immediate implementation.   Participants benefit from a collaborative environment with group discussions\, peer feedback and networking opportunities with fellow leaders facing similar challenges. \n  \n \nLed by Adam Boelke\, Managing Partner\, The Alignment Advantage Group \nAdam Boelke is the founder of the Alignment Advantage Group\, a management consulting company specializing in Customer Service Optimization and Culture Consulting. He is a former VP of Operations with 30+ years of leading Call Center Operations for F500 companies and others and is an award-winning expert at call center optimization and creating best-in-class cultures using his C’s of Success methodology\, a time-test method he created that builds strong employee engagement and commitment.
URL:https://ccng.com/event/round-table-on-a-new-leadership-course-exploring-the-7-cs-2/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250226T140000
DTEND;TZID=America/New_York:20250226T150000
DTSTAMP:20260524T112241
CREATED:20241218T215755Z
LAST-MODIFIED:20250205T013631Z
UID:3496-1740578400-1740582000@ccng.com
SUMMARY:CCNG February Town Hall led by Laura Silvester\, COO and Head of Product\, Anthill
DESCRIPTION:February 26 @ 2:00 pm – 3:00 pm EST \n\nHuman Side of AI with Anthill: AI for the employee experience in contact centers.\n\nMany talk about using AI in the contact center for customer experience. Some talk about using AI to replace human agents. We at Anthill believe humans are here to stay. We see the opportunity to use AI for employee experience: to equip\, engage\, and learn from our human agent workforces at scale.\nMeet Your Member Facilitator Laura Silvester \n\nLaura Silvester is the Chief Operating Officer and Head of Product at Anthill. Anthill AI is the leading automation platform built for the frontline workforce. \nLaura is an active AI executive and advisor\, community-builder\, educator\, and life-long learner. Laura has held product management\, partnership\, strategy\, and operational leadership roles at Hootsuite\, Lululemon Athletica\, and McKinsey & Company. Building learning communities is a joy for Laura. She is a co-founder and Alumni Leader of Sauder: In Real Life\, a life strategy program for students at the University of British Columbia (UBC). She is also the Co-Founder and Director for the Associate Product Management Vancouver Chapter. Laura served as a Board Director for the non-profit organizations\, UBC Alumni and JDC West. As a strategic thinker\, operational problem-solver\, and purpose-driven leader\, Laura’s purpose is to elevate the world by solving big problems together with other lifelong learners. Laura’s biggest learnings to date come from parenting two energetic children. \n\n\nAbout Anthill: Anthill AI is the leading automation platform built for the frontline workforce\, from contact center agents to field operators. Anthill’s software and generative AI solution makes it simple to automate workflows to recruit\, onboard\, manage\, and retain your frontline workers. Anthill was founded in February 2020 by AI experts and people scientists. We see a future where technology elevates human work and economic opportunity for all. We believe an important part of that future is making the transformative power of artificial intelligence accessible in industries that depend on the frontline workforce. Visit us at www.anthill.co to learn more.
URL:https://ccng.com/event/ccng-february-town-hall/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20250220T090000
DTEND;TZID=UTC:20250220T120000
DTSTAMP:20260524T112241
CREATED:20250108T102206Z
LAST-MODIFIED:20250114T222519Z
UID:3517-1740042000-1740052800@ccng.com
SUMMARY:Austin\, TX Regional Networking Event
DESCRIPTION:RSVP HERE: http://tinyurl.com/SparkCX-CCNG \nCX in Crisis: Join Us to Transform Your Customer Experience in 2025! \nThe founders of Spark CX and the Contact Center Networking Group (CCNG) are proud to host this exclusive executive summit for CX leaders. We will discuss tactics you can implement in the first half of this year to ensure your customer experience is brighter in 2025. \nIn the opening paragraph of the CCW Market Study on CX Trends\, Challenges\, and Opportunities\, they state a sobering truth—in the four years they’ve surveyed thousands of customers on their customer experiences\, the customer perspective has gotten worse every single year. Well\, we say enough is enough. \nWe can’t keep operating the same way each year and expect things to just magically get better. It’s time for changes. Come join us for a three-hour discussion where you will leave with a better CX network and real tactics you can implement to improve your CX experience in 2025. \nAustin Regional Networking Event Flyer \nTopics to be discussed: \n\nAre our CX Metrics Broken? Identifying KPIs that actually matter.\nWhat should we stop doing in 2025 that’s not improving CX?\nWhere should we reinvest our time and resources to make a positive change today?\n\nWhy you can’t miss it: \n\nExpand your network with CX thought leaders\nLearn actions to immediately drive positive CX improvements in your business
URL:https://ccng.com/event/austin-tx-regional-networking-event/
LOCATION:SparkCX\, Austin\, TX\, United States
CATEGORIES:In person
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250130T140000
DTEND;TZID=America/New_York:20250130T150000
DTSTAMP:20260524T112241
CREATED:20241212T005656Z
LAST-MODIFIED:20250129T021456Z
UID:3491-1738245600-1738249200@ccng.com
SUMMARY:Round Table on A New Leadership Course: Exploring the 7 Cs
DESCRIPTION:SPOTS ARE LIMITED SO RSVP HERE TO SAVE YOUR SPOT \nA New Leadership Course: Exploring the 7 Cs hosted on January 30 @ 2:00 pm – 3:00 pm EST \n The ‘Exploring the 7 Cs’ leadership course dives deep into the 7 culture principles that are necessary to effectively lift employee engagement\, performance\, and organizational alignment.  I call them the ‘Cs of Success.’ This easy-to-follow program contains executable and scalable strategies leaders in any industry can use to transform their culture and drive higher levels of satisfaction\, productivity\, and efficiency. \nThe ‘Exploring the 7 Cs’ leadership course is available in two formats: \nA Self-Paced Online Video Based Course: \nParticipants learn at their own pace\, with interactive elements and real-world applications they can immediately utilize in their own organizations. \nAn 8-Week Cohort Mastermind Class: \nThis is a more intensive experience with weekly live sessions where I personally guide participants through the ‘Cs of Success’ strategies\, providing actionable steps for immediate implementation.   Participants benefit from a collaborative environment with group discussions\, peer feedback and networking opportunities with fellow leaders facing similar challenges. \n  \n \nLed by Adam Boelke\, Managing Partner\, The Alignment Advantage Group \nAdam Boelke is the founder of the Alignment Advantage Group\, a management consulting company specializing in Customer Service Optimization and Culture Consulting. He is a former VP of Operations with 30+ years of leading Call Center Operations for F500 companies and others and is an award-winning expert at call center optimization and creating best-in-class cultures using his C’s of Success methodology\, a time-test method he created that builds strong employee engagement and commitment.
URL:https://ccng.com/event/round-table-on-a-new-leadership-course-exploring-the-7-cs/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20250122T140000
DTEND;TZID=UTC:20250122T150000
DTSTAMP:20260524T112241
CREATED:20241212T003747Z
LAST-MODIFIED:20241212T003747Z
UID:3486-1737554400-1737558000@ccng.com
SUMMARY:CCNG January Town Hall on Alcon's Knowledge College Grad School
DESCRIPTION:Alcon’s Knowledge College Grad School \nKnowledge College Grad School is a skill-building and career-pathing program designed to empower associates by enhancing their expertise and preparing them for future opportunities within our organization. Associates can enroll in specialized tracks aligned to key topics such as data science\, training\, leadership\, reporting & analytics\, and change management.  The program aims to elevate associate competencies\, strengthen succession planning for specialized teams\, and increase leadership’s visibility into career paths and associate interests. By enabling associates to self-serve on advanced work\, Knowledge College Grad School enhances engagement and creates a dynamic environment for professional growth\, fostering a motivated and highly skilled workforce that drives organizational success. \nMeet Your Member Facilitator Jaedeanne Von Hatten  \nJaedeanne is based in Fort Worth\, TX\, and holds a Bachelor of Science in Biomedical Science\, a Bachelor of Science in Entomology\, and a Master’s in Biotechnology from Texas A&M University. As the Associate Director of Implementation Excellence at Alcon\, she supports the Americas Commercial Operations organization including the Customer Service teams\, driven by our mission to “Help People See Brilliantly.”  With a career spanning the pharmaceutical and medical device industries\, she specializes in training\, quality\, compliance\, change management\, project implementation\, and communications. She is passionate about fostering excellence and empowering others through collaboration and innovation.
URL:https://ccng.com/event/ccng-january-town-hall-on-alcons-knowledge-college-grad-school/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20241219T140000
DTEND;TZID=America/Halifax:20241219T150000
DTSTAMP:20260524T112241
CREATED:20241212T001246Z
LAST-MODIFIED:20241212T001704Z
UID:3483-1734616800-1734620400@ccng.com
SUMMARY:CCNG December Town Hall Open Forum
DESCRIPTION:CCNG’s December Town Hall Open Forum \n \nThe CCNG Community has had a full year of Town Hall meetings led by excellent presenters. The in depth conversations that these topics promote are an opportunity for all of us to learn more. Come ready to ask questions and give feedback to your fellow members! \n  \nLed by CCNG President David Hadobas! \n \nAfter 10 years’ experience earned in sales\, management\, and marketing between Datapoint and Teknekron Infoswitch\, David started CCNG in 1991 as he recognized the limited resources available for genuine education amongst contact center employees and management. \nDavid’s mission to provide a for the people\, by the people community where member-driven agendas guide events and conversations has held strong throughout CCNG’s development thus far. Peer learning and knowledge exchange have remained crucial to a successful industry — especially as call centers evolve into contact centers and the need for information explodes. Through three decades of this evolution\, David has guided CCNG and its members through different modalities of facilitation and communication. \nWhen he’s not discovering new ways to foster the trusting communication of knowledge amongst contact center peers\, David can most likely be found spending time with family and traveling with his wife.
URL:https://ccng.com/event/ccng-december-town-hall/
LOCATION:Online
CATEGORIES:Online Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20241126T140000
DTEND;TZID=America/Halifax:20241126T150000
DTSTAMP:20260524T112241
CREATED:20241117T034458Z
LAST-MODIFIED:20241126T063154Z
UID:3450-1732629600-1732633200@ccng.com
SUMMARY:CCNG November Town Hall with Roger Lee
DESCRIPTION:CCNG’s November Town Hall Will Be Led by Roger Lee\, Senior VP\, AI Success and Sustainability at Ruffalo Noel Levitz \nIn 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 three key areas: people\, processes\, and technology. The following are conversation starters on what I am seeing and hearing from industry leaders. \nPeople: AI-Augmented Support: AI tools should support agents with real-time data and recommendations. AI can help agents quickly find solutions\, handle routine tasks\, and focus on high-value interactions\, reducing stress and improving job satisfaction. \nProcesses: Continuous Improvement and Data-Driven Insight: Using analytics to drive continuous process improvements will be fundamental in 2025. Contact centers can identify bottlenecks\, improve workflows\, and enhance service quality by collecting and analyzing data on customer interactions\, feedback\, and agent performance over time. \nTechnology: Security and Privacy: As data privacy and security concerns become even more critical\, especially with stricter regulations like GDPR and evolving cybersecurity threats\, contact centers must invest in technologies that ensure secure communication channels and the protection of customer data. \nWhat will be your specific areas of focus as we head into 2025? Let’s share\, learn\, and support each other. \nMeet Your Member Facilitator \nRoger Lee \nRoger Lee oversees RNL’s solution portfolio including product management\, product marketing\, new product engineering\, applied AI and data science. He works closely with internal and external\nstakeholders to deliver a seamless and exceptional experience at every stage of the client journey. \nHe has over twenty years of extensive expertise spanning finance\, operations\, service management\, and quality assurance. Throughout his career\, Roger held numerous top-level roles\nin contact centers and technology solution firms. He’s recognized as an “other-centered leader\,” renowned for nurturing transparent environments and prioritizing attentive engagement with both\nemployees and clients. \nDuring his worldwide journeys\, Roger has delivered numerous dynamic presentations and authored articles focusing on customer experience\, covering topics such as the significance of CX\, VOC\, and AI governance maturity models. \nRoger holds certifications as a Six Sigma Black Belt\, generational trainer\, and as a COPC leader. Additionally\, he has fulfilled the role of a team leader at the Performance Excellence Network\n(formerly known as the Minnesota Council for Quality)\, where he evaluated organizations using the Malcolm Baldrige criteria. \nIt’s imperative to be responsible\, transparent\, and ethical when designing\, deploying\, and using AI solutions. Roger encourages feedback\, questions\, and discussions regarding the ethical use of AI in academia. Feel free to reach out to him via email at roger.lee@ruffalonl.com.
URL:https://ccng.com/event/ccng-november-town-hall/
LOCATION:Online
CATEGORIES:Online Event
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BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20241031T140000
DTEND;TZID=America/Halifax:20241031T150000
DTSTAMP:20260524T112241
CREATED:20241016T193630Z
LAST-MODIFIED:20241117T034411Z
UID:3419-1730383200-1730386800@ccng.com
SUMMARY:CCNG October Town Hall with Vicki Brackett
DESCRIPTION:CCNG October Town Hall led by Vicki Brackett\, Chief Knowledge Officer at Knowledgely \nJoin us for an engaging Town Hall discussion on navigating the evolving customer experience landscape! In an industry where change is constant\, leaders need adaptable strategies and insights to stay ahead. This session will dive into the current shifts reshaping customer experience\, offering expert guidance on how to lead through uncertainty and harness change to drive impactful customer relationships. Don’t miss the opportunity to equip yourself with tools for future-ready leadership! \nMeet Your Member Facilitator \nVicki Brackett \nAlmost 20 years ago\, Vicki Brackett started working in a virtual/work-at-home contact center and fell in love with leading organizations in that environment. As a leader\, she knows companies can create that ‘brick and mortar feeling’ in a 100% virtual environment. Why? Because Vicki has led contact center work-at-home organizations from 50 to over 2\,000 employees with off the chart performance in a variety of industries. \nRecognized as a subject matter expert on virtual/work at home environments\, Vicki has written for and been interviewed by Forbes\, Fast Company\, Fortune Magazine\, CEO Magazine\, CIO Magazine\, and a host of other publications\, news outlets and podcasts on work at home strategies and her creative employee engagement and leadership development strategies. \nToday Vicki is the Chief Knowledge Officer at Knowledgely. Utilizing her expertise in contact center operations and knowledge management\, she and her team help contact centers\, realign their knowledge management strategy to mitigate risk\, increase productivity\, and reduce costs.
URL:https://ccng.com/event/ccng-september-town-hall-copy/
LOCATION:Online
CATEGORIES:Online Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20241024T090000
DTEND;TZID=America/New_York:20241024T120000
DTSTAMP:20260524T112241
CREATED:20240925T030603Z
LAST-MODIFIED:20240925T030603Z
UID:3389-1729760400-1729771200@ccng.com
SUMMARY:Maryland/D.C. Regional Networking Event
DESCRIPTION:RSVP here! \nCCNG is thrilled to invite you to an in-person Regional Networking Event\, hosted by member Cory Minzyk (Home Genius Exteriors). This event will delve into key topics around “Recruiting and Retention in Customer Service\,” focusing on proven strategies for attracting and retaining top talent through clear career paths\, comprehensive training\, and fostering a supportive work culture. \nWe’ll discuss best practices for outbound calling\, emphasizing the importance of personalized calls\, effective objection handling\, and staying compliant with TCPA regulations. Learn how to accelerate the conversion from initial contact to sales lead by streamlining communication\, using CRM systems\, and prioritizing high-engagement leads. \nJoin us as we explore the latest trends in customer service\, from operational efficiency techniques to offering seamless omnichannel support. Discover how businesses are creating exceptional customer experiences and boosting employee satisfaction to drive service quality. Don’t miss this opportunity to engage in meaningful discussions and networking with industry leaders! \nMaryland Regional Networking Event
URL:https://ccng.com/event/maryland-d-c-regional-networking-event/
LOCATION:HGE\, 8201 Corporate Drive\, Hyattsville\, MD\, 20785\, United States
ATTACH;FMTTYPE=application/pdf:https://ccng.com/wp-content/uploads/2024/09/Maryland-Regional-Networking-Event-1.pdf
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BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20240919T140000
DTEND;TZID=America/Halifax:20240919T150000
DTSTAMP:20260524T112241
CREATED:20240911T213147Z
LAST-MODIFIED:20240911T220951Z
UID:3362-1726754400-1726758000@ccng.com
SUMMARY:CCNG September Town Hall: Keeping Customer Interactions Compliant And Avoiding Costly Lawsuits
DESCRIPTION:CCNG September Town Hall: Keeping Customer Interactions Compliant And Avoiding Costly Lawsuits \nThe Telephone Consumer Protection Act (TCPA) was implemented by an act of Congress in the 1990s\, principally as a tool to regulate telemarketing calls to consumer residences. The TCPA has undergone numerous updates since and the more recent changes have created a challenging and hostile regulatory environment when you want to initiate contact with existing\, or potentially new customers via normal contact center channels. The TCPA is now administered by both the FCC and the FTC. Between their rulings at the federal level and state-level regulations\, a veritable minefield awaits your operation daily. This coupled with an aggressive plaintiff litigation industry has created a necessity that you have a current compliance process that is followed daily and updated regularly. \nContact Center 411 and Troutman Amin\, LLP will address the most significant recent and pending regulatory events you should be tracking. Additionally\, they will provide insights on basic steps you should take to establish compliance policies and processes for your firm. Topics will include: \n\nDo Not Call Registry – Ignore this at your peril!\nOne-to-One rulings – Based upon consumer consent. Every time!\nTechnology – Now heavily regulated.\nCompany Compliance Strategies – Where should you focus your resources?\n\n  \nMeet Your Member Facilitators  \nKirby McLennan – Partner Contact Center 411 \nKirby McLennan brings over 30 years of experience spanning contact center operations and consulting\, and information technology. He has worked as a senior level consultant during his twenty-five-year consulting career focusing on operational effectiveness\, customer interactions\, technology\, and strategic initiatives. Kirby partners with client companies to develop and implement solutions that address customer expectations and business objectives. \nKirby has worked with companies to develop and implement initiatives in a variety of industries such as Financial Services\, Insurance\, Software\, Energy\, Healthcare\, Hotel/Lodging\, Airlines\, Distribution\, Consumer Products and Manufacturing. Kirby’s ability to quickly analyze technology and operations helps his clients develop the requisite initiatives to enhance the customer experience\, improve operational effectiveness or expand their business. Kirby holds certifications in ITIL – IT Service Management and Total Quality Service (TQS). \nContact Center 411 is a consulting firm focused on customer contact operations and support capabilities. The firm helps clients become more efficient in their processes and implement technology\nfor a better customer experience. Contact Center 411 brings a full spectrum of contact center operations and customer support capabilities derived from extensive organizational leadership and consulting experience. The firm’s partners have worked internally at all levels from agent to senior executives as well as providing business transformation consulting leadership for large and multi-site operations within Fortune 500 enterprises. They bring extensive industry experience in healthcare\, utility\, hospitality\, financial services\, telecommunications\, life sciences and more\, giving deep insight specific to these industries and enabling thoughtful design of tailored solutions for each. \nServices Include \n\nStrategic Planning – Digital transformation strategy and execution\, outsource advising and support\, global workforce planning\, technology roadmap development and delivery\, disaster recovery/business continuity planning\nCustomer Experience Design – Customer journey mapping\, alignment of metrics to customer expectations\, voice of customer capture\, assessment and utilization\, omnichannel strategy and delivery\nTechnology-Enabled Business Process Improvement – Technology assessment\, business requirements identification\, implementation effectiveness/change management\, business process reengineering in complex multi-functional environments\nWorkforce Optimization –  Workforce management support\, forecasting\, scheduling\, organization design\, role and skill mapping\, quality management design and delivery\, work-at-home and flexible staffing solutions\nDay-to-Day Operational Improvement/Support – Performance assessments\, cost savings opportunity analysis\, interim management/leadership support\, training design\, development and delivery\n\nEric Troutman- Troutman Amin\, LLP \nThe Czar of TCPAWorld is one of the country’s prominent class action defense lawyers and is nationally recognized in Telephone Consumer Protection Act (TCPA) litigation and\ncompliance. He has served as lead defense counsel in more than 70 national TCPA class actions and has litigated nearly a thousand individual TCPA cases in his role as national strategic litigation counsel for major banks and finance companies. He also helps industry participants build TCPA-compliant processes\, policies\, and systems. Eric has built a national litigation practice based upon deep experience\, rigorous analysis and extraordinary responsiveness. \nEric and his team feel equally at home litigating multibillion dollar telecommunications class actions in federal court as they do developing and executing national litigation strategies for institutions facing an onslaught of individual TCPA matters. They thrive in each of these roles – delivering consistently excellent results – while never losing sight of the client experience. While many firms now tout TCPA expertise\, Eric has been there from the beginning. He built one of the country’s first TCPA-only defense teams and began serving as national TCPA counsel for his clients nearly a decade ago. This perspective allows him to swiftly develop the right litigation strategies for dealing with recurring problems\, without wasting time on tactics that are bound to fail. Eric’s rich historical perspective and encyclopedic knowledge of the TCPA landscape also make him an invaluable resource to institutional compliance teams struggling to comply with the shifting regulatory landscape. No task is too small – or too big. Indeed\, Eric and his team have helped build TCPA-compliant systems and processes for some of the largest and most complex corporate entities in the country. He commonly works with in-house compliance counsel to build and implement enterprise and business-line specific TCPA solutions\, performs TCPA audits and drafts and reviews proposed TCPA policies and procedures. He and his team also have the technical expertise necessary to assist call centers seeking to develop TCPA-resistant call path architecture or to modify existing telephony and software integration to better insulate from potential TCPA exposure. Eric has built a reputation for thought leadership. An avid blogger and speaker\, he has been at the forefront of the industry’s effort to push for clarity and a return to sanity for the TCPA for years. He was selected to advocate for the financial services industry on important TCPA issues\nbefore the Federal Communications Commission and co-authored the nation’s only comprehensive practice guide on TCPA defense. In his spare time\, Eric leads defense teams representing banks and other financial services companies in consumer finance litigation matters. He has experience representing clients in UCC\, TILA\, RESPA FCRA\, CCRA\, CLRA\, FDCPA\, RFDCPA and FCCPA claims\, as well as in fraud and bank operations issues.
URL:https://ccng.com/event/ccng-september-town-hall/
LOCATION:Online
CATEGORIES:Online Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20240912T090000
DTEND;TZID=America/New_York:20240912T120000
DTSTAMP:20260524T112241
CREATED:20240808T031934Z
LAST-MODIFIED:20240808T033439Z
UID:3272-1726131600-1726142400@ccng.com
SUMMARY:Atlanta Regional Networking Event
DESCRIPTION:Unraveling the AI Mysteries in Contact Centers  \nAucera and Paramount\, in partnership with the Contact Center Networking Group (CCNG)\, are proud to host an exclusive gathering of contact center leaders\, where we will delve into the most pressing topic at the forefront of our industry today: Artificial Intelligence (AI). AI continues to revolutionize the way we operate; it brings both immense opportunities and challenges. This event is designed to address these issues head-on and ensure that each attendee leaves with actionable insights to positively impact their contact center AI implementation strategy. CCNG Atlanta_A \nRSVP HERE \nEvent Focus:  \nAutomating and Streamlining the Recruiting Process via AI and Automation: Address the top concern of staffing by exploring how AI can revolutionize your recruiting process. AI-driven tools that save time and reduce hiring costs. Real-world implementations and success stories.  \nBest Practices for Prioritizing AI Tools in the Contact Center: Provide a roadmap for AI implementation to improve employee and customer experience and ROI. Demystifying AI and its practical applications. Strategies and tools available for enhancing training\, coaching\, quality control\, and engagement. Prioritizing AI tools for immediate and long-term benefits.  \nWhy you can’t miss it:  \nDemystify AI: Understand that AI\, despite the hype\, is still evolving\, and no contact center has fully mastered it yet.  \nActionable Insights: Gain practical solutions to address your pain points with AI.  \nEnhance Your Processes: Learn how AI can make your current processes more efficient\, cost-effective\, and high-performing.  \nNetwork and Collaborate: Exchange knowledge and experiences with industry peers and connect with fellow professionals\, opening doors to new opportunities.  \nAbout Us:  \nAucera: A global leader in customer experience solutions built on one passion—reimagining how the world connects.  \nParamount: An award-winning\, federally certified women-owned business specializing in Contact Center Staffing.  \nCCNG: A beacon for contact center and customer care professionals for over 30 years\, fostering growth and networking.  \nThis event is your ticket to influencing the future of contact center operations. Join us for a morning of insightful learning and valuable networking.  \nRSVP Now: Don’t miss out on this opportunity to elevate your contact center’s capabilities. Contact us for more details and to secure your spot.  \nWe’re excited to host you at what’s set to be an inspiring and enriching experience. 
URL:https://ccng.com/event/atlanta-regional-networking-event/
LOCATION:Paramount\, 4170 Ashford Dunwoody Rd NE\, Atlanta\, GA\, United States
CATEGORIES:In person
ATTACH;FMTTYPE=application/pdf:https://ccng.com/wp-content/uploads/2024/08/CCNG-Atlanta_A-1.pdf
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20240829T140000
DTEND;TZID=America/Halifax:20240829T150000
DTSTAMP:20260524T112241
CREATED:20240715T162722Z
LAST-MODIFIED:20240725T191618Z
UID:3227-1724940000-1724943600@ccng.com
SUMMARY:CCNG Executive Roundtable Discussion
DESCRIPTION:This event is produced exclusively for CCNG Magnet Program members and senior leaders from the CCNG membership network. Brian Jeppesen\, Director of Contact Center Operations for Fertitta Entertainment / Landry’s / Golden Nugget\, will take us through their successful implementation of customer-facing Conversational AI in the Voice Channel. We’ll all discuss what they did\, what they learned\, and insights for colleagues exploring or expanding the use of AI in their contact centers. \nJOIN US: Thursday\, August 29th at 2-3pm Eastern Time*. Registration information for this virtual event will be sent to you later this week. There will be plenty of time for Q&A\, so bring your questions\, share your experiences\, and add your voice to the conversation. If you have any questions please reach out to Lon at lhendrickson@ccng.com. \n*Please note when you click ‘add this to your calendar’ below it reflects the correct time zone. Thanks!
URL:https://ccng.com/event/ccng-executive-roundtable-discussion/
LOCATION:Online
ORGANIZER;CN="Lon Hendrickson":MAILTO:lhendrickson@ccng.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20240828T140000
DTEND;TZID=America/Halifax:20240828T150000
DTSTAMP:20260524T112241
CREATED:20240826T054002Z
LAST-MODIFIED:20240826T055057Z
UID:3343-1724853600-1724857200@ccng.com
SUMMARY:CCNG August Town Hall Led by Bridgepointe Technologies
DESCRIPTION:CCNG August Town Hall Led by Bridgepointe Technologies \nMeet Your Member Facilitators  \nScott Samborn \nScott is an entrepreneur and business leader with a history of managing and growing technology organizations. He brings over thirty years’ experience in leveraging technology solutions to drive innovation and productivity in clients and environments of all sizes\, and he has built and managed teams to provide fanatical customer service and support to business clients. \nAs a former MSP owner and experienced as an Enterprise IT consultant\, Scott currently\, provides technology advice and guidance to business executives\, IT department stakeholders and MSP’s to maximize their investments in new technology initiatives. \nWhen not working\, Scott can be found enjoying time with his family\, riding his bike that goes nowhere\, hiking\, skiing\, and “occasionally” enjoying a craft beer. \nScott is currently on the Board of Directors of Hope Connections for Cancer Support in North Bethesda\, MD. \n  \nAli Niroo \nWith more than 2 decades in the industry\, Ali supports 3\,900+ customers and hundreds of partners that consists of MSPs\, vCIOs\, AV & Cabling Vendors\, Real Estate Partners\, and our own direct BDT throughout the Northeast and Mid-Atlantic. As a Founding Partner\, Niroo helped Converged Network Services Group (CNSG) become one of the largest regional Technology Services Brokers in the country. He remained with the firm through its acquisition by Appsmart in 2019. Ali was named a Managing Partner of Bridgepointe in 2022\, through a merger and acquisition between two like-minded groups\, bridging the East and West Coast technology sector. \nA graduate and collegiate athlete from James Madison University\, Ali provides unbiased\, objective\, and honest advisory to his clients & partners\, with efficiency and the utmost amount of integrity coupled with unparalleled advocacy and support for the life of the customer. \nAli’s specialties include: Telecom from traditional TDM\, IP Internet Transit/Transport\, UCaaS Hosted Cloud Voip Telephony\, CCaaS contact center\, SD Wan\, FWaaS\, Cloud\, Hybrid Cloud\, Cable Broadband\, Audio and Web Conferencing. \n  \nScott Kinka \nFor 25 years\, Scott has been a tech entrepreneur\, most recently as Founding Partner and CTO of Evolve IP\, helping to lead the firm from funding to private equity investment. Philadelphia 40 under 40 in 2013\, Top IT Innovator in 2014 and Top Tech Disruptor in 2017. Recognized Technology Expert having appeared on CBS and Fox news\, as well as featured in USA Today\, CIO Magazine\, Business Week\, and Inc. Scott is currently Chief Strategy Officer at Bridgepointe Technologies. \nBridgepointe Technologies is a leading tech advisory firm that helps mid-market and enterprise companies bridge the gap between tech investments and business results. Over the past 20 years\, Bridgepointe has worked with over 12\,000 companies to save time by shortening the procurement process while saving money and increasing ROI. Supported by in-house\, best-in-class Solution Architects and IT Strategists\, the firm has developed a proven process to quickly drive time to value with tech investments.
URL:https://ccng.com/event/ccng-august-town-hall/
LOCATION:Online
CATEGORIES:Online Event
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DTSTART;TZID=America/Halifax:20240730T140000
DTEND;TZID=America/Halifax:20240730T150000
DTSTAMP:20260524T112241
CREATED:20240718T055256Z
LAST-MODIFIED:20240718T055630Z
UID:3241-1722348000-1722351600@ccng.com
SUMMARY:CCNG July Town Hall with Kirstyn Sansom\, Founder of Sansom Consulting
DESCRIPTION:CCNG July Town Hall with Kirstyn Sansom\, Founder of Sansom Consulting \n \nKirstyn comes with over 20 years experience in HR and staffing.  Kirstyn’s vision is to help companies create the culture and leadership style that people are looking for.  Together we can create highly effective cultures and leaders that attract talent who will stay and develop their careers.
URL:https://ccng.com/event/ccng-may-town-hall-contact-center-superpowers-copy-2/
LOCATION:Online
CATEGORIES:Online Event
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DTSTART;TZID=America/New_York:20240627T140000
DTEND;TZID=America/New_York:20240627T150000
DTSTAMP:20260524T112241
CREATED:20240515T065521Z
LAST-MODIFIED:20240611T015727Z
UID:3054-1719496800-1719500400@ccng.com
SUMMARY:CCNG June Town Hall with Matt Armbruster\, CEO of TwentyTwoEleven Ventures
DESCRIPTION:CCNG June Town Hall with Matt Armbruster\, CEO of TwentyTwoEleven Ventures \n \nMatt Armbruster is an experienced leader in the WFM space\, having spent the last 15+ years leading teams\, building processes\, scaling operations across domestic/international spectrums and creating optimized planning and scheduling processes that drive operational efficiency for global operations. In October 2022\, Matt launched his WFM consulting company\, TwentyTwoEleven Ventures\, fueled by his passion for the niche WFM space and belief that better planning\, creative thinking\, driving efficiency and defining/managing risk are the ways to propel business forward. At the heart of TwentyTwoEleven is the desire and capability to solve your business’ most complex problems\, create efficiencies that provide sustainable outcomes and deliver value to your business in both the short and longer term through various avenues\, to include WFM Implementation\, Technology Reviews & Assessments\, Capacity & Strategic Planning\, Data Analytics and WFM Personnel Training.
URL:https://ccng.com/event/ccng-may-town-hall-contact-center-superpowers/
LOCATION:Online
CATEGORIES:Online Event
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DTSTART;TZID=America/New_York:20240516T090000
DTEND;TZID=America/New_York:20240516T120000
DTSTAMP:20260524T112241
CREATED:20240503T233814Z
LAST-MODIFIED:20240503T235333Z
UID:2965-1715850000-1715860800@ccng.com
SUMMARY:Cincinnati\, Ohio - Regional Networking Event
DESCRIPTION:First Financial Bank\, in partnership with the Contact Center Networking Group (CCNG)\, is thrilled to invite you to an in-person Regional Networking Event. Spearheaded by Matt Woody\, First Financial Bank\, First Vice President\, and distinguished CCNG Member\, we’re focusing on “Staffing the Contact Center in the Post-Pandemic Era and Beyond.” Following this will be a group-based panel discussion for a deeper conversation about staffing\, training\, and technology integration. Hear how we’ve evolved our hiring\, staffing\, and training models to achieve consistent Contact Center performance success within our Consumer\, Business\, Digital\, and Video Banking teams. We’ll discuss the hurdles\, adjustments\, and key strategies we tested and employed over the past 4 years. \nRSVP: https://tinyurl.com/Ohio-2024 \nTOPICS: \n\nTraining and Knowledge Management\nAccelerating Development with AI and Digital Training\nAttracting and Retaining Today’s Talent\nWorkforce Management Strategy\nNew Skills for Frontline Leadership\nBalancing Technological Advancement and the Human Touch\n\nWHY YOU CAN’T MISS IT: \n\nUncover cutting-edge leadership strategies\nExchange insights with peers\, enriching your knowledge\nConnect with fellow professionals in-person\, opening doors to new opportunities\n\n 
URL:https://ccng.com/event/cincinnati-ohio-regional-networking-event/
LOCATION:First Financial Community Center\, 1 East Fourth St.\, Cincinnati\, OH\, 45202\, United States
CATEGORIES:In person
ATTACH;FMTTYPE=application/pdf:https://ccng.com/wp-content/uploads/2024/05/Ohio-Regional-Networking-Event-6.pdf
ORGANIZER;CN="Jillian Saunders":MAILTO:jillian@ccng.com
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20240418T090000
DTEND;TZID=America/New_York:20240418T120000
DTSTAMP:20260524T112241
CREATED:20240808T033246Z
LAST-MODIFIED:20240808T033404Z
UID:3278-1713430800-1713441600@ccng.com
SUMMARY:Orlando Regional Networking Event
DESCRIPTION:Transform Your Leadership at our Exclusive Event! \nAucera\, in partnership with the Contact Center Networking Group (CCNG)\, is \nthrilled to invite you to a groundbreaking Regional Networking Event. Spearheaded \nby Aucera President and distinguished CCNG Member\, Casey Kostecka\, we’re \nfocusing on “Modern Leadership Development for the Contact Center.” \nDive into our innovative “7-T Success System” for a half-day dedicated to shaping \nvisionary leaders equipped for the digital age’s challenges. We’ll dissect the \nsecrets behind effective leadership\, blending Aucera’s acclaimed methodologies \nwith the latest industry practices. \nCCNG_STD_4 18 \nWhy You Can’t Miss It: \n\nUncover cutting-edge leadership strategies.\nExchange insights with peers\, enriching your knowledge.\nConnect with fellow professionals\, opening doors to new opportunities.\n\nAbout us:  \nAucera: A global leader in customer experience solutions built on one passion- reimagining how the world connects.  \nCCNG: A beacon for contact center and customer care professionals for over 30 years\, fostering growth and networking.  \nThis event is your ticket to influencing the future of contact center leadership. Join us for a morning of insightful learning and valuable networking  \nRSVP Now: Don’t miss out on this opportunity to elevate your leadership skills. Contact us for more details and to secure your spot. 
URL:https://ccng.com/event/orlando-regional-networking-event/
LOCATION:Aucera\, 707 Mendham Blvd\, Orlando\, FL\, United States
CATEGORIES:In person,Past Events
ATTACH;FMTTYPE=application/pdf:https://ccng.com/wp-content/uploads/2024/08/CCNG_STD_4-18-1.pdf
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DTSTART;TZID=UTC:20240328T140000
DTEND;TZID=UTC:20240328T150000
DTSTAMP:20260524T112241
CREATED:20240417T220019Z
LAST-MODIFIED:20240509T004147Z
UID:2855-1711634400-1711638000@ccng.com
SUMMARY:March Town Hall: Future-Proofing Call Centers: Navigating the AI Revolution in Roles and Responsibilities
DESCRIPTION:Future-Proofing Call Centers: Navigating the AI Revolution in Roles and Responsibilities\nIn this session\, we’ll explore the innovative force that can turbocharge the heart and soul of your customer interactions – your AI-empowered contact center team. When we embed AI in our operation\, it changes and elevates the roles of everyone involved – from the frontline agents to the entire management team. Because of AI\, we’re at a pivotal moment where we must revise how we think of and manage our people. We won’t retain the talent we need to survive if we don’t. Join us to discuss how we can strip away the complexities to reveal how AI and the human touch can combine to future-proof your contact center. \nMeet Your Member Facilitator\nKathryn Jackson \nKathryn is the Co-Founder of Response Learning Corporation\, a consulting company devoted to making the complex simple for contact center professionals.
URL:https://ccng.com/event/test-event-april/
CATEGORIES:Online Event
ATTACH;FMTTYPE=image/png:https://ccng.com/wp-content/uploads/2024/04/Stock-image.png
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