Future-Proofing Call Centers: Navigating the AI Revolution in Roles and Responsibilities In 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 […]
Transform Your Leadership at our Exclusive Event! Aucera, in partnership with the Contact Center Networking Group (CCNG), is thrilled to invite you to a groundbreaking Regional Networking Event. Spearheaded by Aucera President and distinguished CCNG Member, Casey Kostecka, we’re focusing on “Modern Leadership Development for the Contact Center.” Dive into our innovative “7-T Success System” […]
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 […]
CCNG June Town Hall with Matt Armbruster, CEO of TwentyTwoEleven Ventures Matt 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 […]
CCNG July Town Hall with Kirstyn Sansom, Founder of Sansom Consulting Kirstyn 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 […]
CCNG August Town Hall Led by Bridgepointe Technologies Meet Your Member Facilitators Scott Samborn Scott 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 […]
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 […]
Unraveling the AI Mysteries in Contact Centers Aucera 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 […]
CCNG September Town Hall: Keeping Customer Interactions Compliant And Avoiding Costly Lawsuits The 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 […]
RSVP here! CCNG 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 […]
CCNG October Town Hall led by Vicki Brackett, Chief Knowledge Officer at Knowledgely Join 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, […]
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 […]
