Next-Level Employee Engagement and the Future of Contact Centers Spearheaded 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 […]
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 — 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 […]
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 it worse—or finally fix it? Forbes releases insights that they say should force every organization to fundamentally rethink how they approach professional development for leaders. […]
RSVP here to the CCNG Regional Networking Event in Minneapolis (Eden Prairie), Minnesota. STRATEGY, TECH & TALENT Twin Cities, it has been a while, but we are back... CCNG […]
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 […]
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 […]
RSVP here to the CCNG Regional Networking Event in Atlanta, Georgia. Build a Smarter, Leaner Contact Center: Lower Costs While Improving Outcomes Contact centers are under more pressure than ever […]
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 Is Bad Customer Service a Feature, Not a Bug? Most contact center leaders are working hard to fix a system that may be designed to resist […]
Why Traditional Contact Center Models Are Breaking Under AI Pressure Organizations are rapidly adopting AI across the contact center, but many are finding that layering new capabilities onto legacy operating […]
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