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DTSTART;TZID=America/Chicago:20260204T130000
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LAST-MODIFIED:20251208T152921Z
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20260218T130000
DTEND;TZID=America/Chicago:20260218T133000
DTSTAMP:20260524T100625
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260219T140000
DTEND;TZID=America/New_York:20260219T150000
DTSTAMP:20260524T100625
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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DTSTART;TZID=America/New_York:20260226T090000
DTEND;TZID=America/New_York:20260226T120000
DTSTAMP:20260524T100625
CREATED:20250731T031742Z
LAST-MODIFIED:20260120T025957Z
UID:3766-1772096400-1772107200@ccng.com
SUMMARY:Atlanta\, GA Regional Networking Event
DESCRIPTION:RSVP here to the CCNG Regional Networking Event in Atlanta\, Georgia. \nBuild 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. Join CCNG members at Amplix and Paramount for this great event! 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. \nThe event is free to attend and open to all\, including non-members\, but an RSVP is required for location access. \nCCNG Regional Event Atlanta 2026 \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. \nRSVP here to receive a calendar invite and address. 
URL:https://ccng.com/event/atlanta-ga-regional-networking-event/
LOCATION:Atlanta\, Georgia\, Atlanta\, GA\, United States
CATEGORIES:In person
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DTSTART;TZID=America/Chicago:20260304T130000
DTEND;TZID=America/Chicago:20260304T133000
DTSTAMP:20260524T100625
CREATED:20251208T153333Z
LAST-MODIFIED:20251208T153333Z
UID:3920-1772629200-1772631000@ccng.com
SUMMARY:Knowledge Management Education Series - Part 3 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 3: “From Theory to Practice: What Good Knowledge Management Actually Looks Like”\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 brings the concepts of knowledge management to life. You’ll see real-world components of an effective KM strategy in action and understand what it takes to move from disjointed tools and good intentions to a unified\, high-performing knowledge culture. We’ll walk through visual examples across multiple platforms to show how strategy\, governance\, and execution come together. \nKey takeaways: \n\nWhy ownership\, governance\, and adoption are non-negotiable for KM success\nSee multiple systems in action\, demonstrating key components of knowledge management\nWhat a modern\, scalable knowledge strategy looks like  \n\n  \nWednesday\, March 4\, 2026. 1:00 – 1:30 pm (Central Time)
URL:https://ccng.com/event/knowledge-management-education-series-part-3-of-3/
LOCATION:Online
CATEGORIES:Online Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260521T140000
DTEND;TZID=America/New_York:20260521T150000
DTSTAMP:20260524T100625
CREATED:20260506T022015Z
LAST-MODIFIED:20260506T022015Z
UID:4004-1779372000-1779375600@ccng.com
SUMMARY:CCNG Q2 Town Hall Led by Amas Tenumah
DESCRIPTION:RSVP by emailing jillian@ccng.com\nIs Bad Customer Service a Feature\, Not a Bug?\nMost contact center leaders are working hard to fix a system that may be designed to resist fixing. In this interactive town hall\, author and CX expert Amas Tenumah will lead a candid conversation with practitioners about the gap between what companies say about service and what they actually incentivize. Come ready to challenge assumptions and be challenged. \n\nMeet Your Member Facilitator:\n Amas Tenumah is an author\, keynote speaker\, and customer experience expert with 25+ years inside the industry. He is the author of HOLD: The Suffering Economy of Customer Service and has been featured on NPR\, The Atlantic\, NBC News\, and Fortune. His work examines why broken service experiences are rarely accidents — and what it would actually take to change them. \n 
URL:https://ccng.com/event/ccng-q2-town-hall-led-by-amas-tenumah/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260528T140000
DTEND;TZID=America/New_York:20260528T150000
DTSTAMP:20260524T100625
CREATED:20260506T023505Z
LAST-MODIFIED:20260513T031554Z
UID:4011-1779976800-1779980400@ccng.com
SUMMARY:CCNG Q2 Small Group Session Led by John Sorenson
DESCRIPTION:Why Traditional Contact Center Models Are Breaking Under AI Pressure\nOrganizations are rapidly adopting AI across the contact center\, but many are finding that layering new capabilities onto legacy operating models is creating as much friction as value. This session will explore why traditional structures — built for a different era of volume\, channels\, and labor — are starting to break down\, and what leaders are doing to realign operating models\, decision-making\, and accountability to fully capture the benefits of AI. \nJoin us for this small group session by RSVPing here!\nThis event is capped at 10 CCNG member participants. If you have questions\, please reach out to jillian@ccng.com \n  \nMeet Your Member Facilitator:\nJohn L. Sorenson is a senior customer experience\, contact center\, and digital\ntransformation executive with deep enterprise leadership experience across\nlarge\, complex financial services organizations. He is known for leading large-scale\ntransformations that modernize service operations\, strengthen customer and\nemployee engagement\, and deliver measurable financial and operational results. \nToday\, John is the Founder and Executive Consultant of CypressCX Consulting\,\nwhere he provides selective advisory and interim executive leadership to\norganizations across banking\, healthcare\, SaaS\, and nonprofit sectors. His work\nfocuses on customer experience strategy\, contact center optimization\, and AI-\nenabled transformation\, helping executive teams execute complex change while\nimproving customer outcomes\, operational performance\, and financial results.
URL:https://ccng.com/event/ccng-q2-small-group-session-led-by-john-sorenson/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260723T140000
DTEND;TZID=America/New_York:20260723T150000
DTSTAMP:20260524T100625
CREATED:20260506T025835Z
LAST-MODIFIED:20260506T025835Z
UID:4014-1784815200-1784818800@ccng.com
SUMMARY:CCNG Q3 Town Hall Led by Nate Brown
DESCRIPTION:Topid TBD!
URL:https://ccng.com/event/ccng-q3-town-hall-led-by-nate-brown/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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