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...

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...

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."...

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....

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...

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...

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...

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...

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...

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,...

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...

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...

CCNG's December Town Hall Open Forum The 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...

Alcon's Knowledge College Grad School Knowledge 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 &...

SPOTS ARE LIMITED SO RSVP HERE TO SAVE YOUR SPOT A New Leadership Course: Exploring the 7 Cs hosted on January 30 @ 2:00 pm - 3:00 pm EST  The ‘Exploring the 7 Cs’ leadership course dives deep into the 7 culture principles that are necessary to effectively lift employee...

RSVP HERE: http://tinyurl.com/SparkCX-CCNG CX in Crisis: Join Us to Transform Your Customer Experience in 2025! The 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...

February 26 @ 2:00 pm - 3:00 pm EST Human Side of AI with Anthill: AI for the employee experience in contact centers. Many 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...

SPOTS ARE LIMITED SO RSVP HERE TO SAVE YOUR SPOT Part 2 A New Leadership Course: Exploring the 7 Cs hosted on March 20th @ 2:00 pm - 3:00 pm EST  The ‘Exploring the 7 Cs’ leadership course dives deep into the 7 culture principles that are necessary to effectively...

CCNG April Town Hall with Kirstyn Sansom, Founder of Sansom Consulting Please join us on April 29th at 2 PM EST for our Town Hall Event. The topic of this Town Hall will be announced shortly. Meet Your Member Facilitator Kirstyn comes with over 20 years experience in HR and staffing. ...

RSVP here to the CCNG Regional Networking Event in Phoenix, Arizona. The Human Edge in CX Join 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...

Leading Digital Transformation with John Sorenson, Global Customer Success Executive, Cypress Join 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,...

CCNG June Town Hall Led by Nate Brown of Metric Sherpa Maximizing Value Through Balanced Service Interactions Executives 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...

Build a Smarter, Leaner Contact Center: Lower Costs While Improving Outcomes Contact 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...

RSVP by emailing jillian@ccng.com   Silent Abandonment Is Costing Your Call Center Thousands: How to Stop Losing Agents and Customers Silent 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...

RSVP by emailing jillian@ccng.com Unlocking the Missing Last Mile in Your CX and AI Strategy Did 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? These lost...

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...

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...

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...

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 is hosting an in-person regional networking and knowledge sharing session in person! This event, hosted by Sansom Staffing and Pixid,...

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...

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.   Register here,...

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 decision authority compound into daily strain that erodes judgment, energy, and trust. Supervisors, managers, and directors sit at the center...

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 to cut costs, without cutting corners. Fortunately, cost savings and CX gains don’t have to be mutually exclusive. Join 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. Each session provides expert insight and live Q&A.   Register here,...

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 fixing. In this interactive town hall, author and CX expert Amas Tenumah will lead a candid conversation with practitioners about...

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 models is creating as much friction as value. This session will explore why traditional structures — built for a different...

RSVP by emailing jillian@ccng.com Modernizing Your Voice of Customer Engine So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even...