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DTSTAMP:20260524T092013
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20240919T140000
DTEND;TZID=America/Halifax:20240919T150000
DTSTAMP:20260524T092013
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
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DTSTART;TZID=America/New_York:20240912T090000
DTEND;TZID=America/New_York:20240912T120000
DTSTAMP:20260524T092013
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:20260524T092013
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
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BEGIN:VEVENT
DTSTART;TZID=America/Halifax:20240828T140000
DTEND;TZID=America/Halifax:20240828T150000
DTSTAMP:20260524T092013
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:20260524T092013
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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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20240627T140000
DTEND;TZID=America/New_York:20240627T150000
DTSTAMP:20260524T092013
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20240516T090000
DTEND;TZID=America/New_York:20240516T120000
DTSTAMP:20260524T092013
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20240418T090000
DTEND;TZID=America/New_York:20240418T120000
DTSTAMP:20260524T092013
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20240328T140000
DTEND;TZID=UTC:20240328T150000
DTSTAMP:20260524T092013
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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