A few words of support from CCNG Members ~
"My CCNG membership creates value for both my company and for me personally. CCNG provides an opportunity to benchmark our service organization, share best practices, and review new technology; all while allowing me to network with some of the best professionals in my field. When ideas and experience are shared freely, everyone wins."
~ Terry Maddox, Director, Client Services, Delta Dental of Illinois
“The advice that I have for other contact center managers is to network. I have been a member of CCNG for 10 years. My involvement with this group has allowed me to meet other call center professionals within my community and share best practices. There are a lot of great ideas to be learned by talking to other people who share the same challenges as you do. You also get an opportunity to visit other centers in your area and look inside to see how they do things. Then whenever you have the opportunity, allow other managers to visit your center and share your best practices. This exchange of ideas is a great way to stay current and expand your knowledge of the call center industry.”
~ Candy Kothmann, Director, Texas Workforce Commission, FortWorth TeleCenter
Speaking out on YouTube
-- Shaun Freisen, AAA
-- Carl Boyd, EFA Processing
-- Nichole Thomas, Coca Cola
-- Neil Hooper, Plantronics
-- Chris with Nationwide Insurance
“It was a great experience to be involved with the organization (CCNG). I really did not know that there were many different types of call centers. I was really excited to see everyone trying to help each other out by handing out business cards and talking amongst each other. Again, it was a great experience!”
~ Sontisha Allison, Team Leader, SatisQuest
"CCNG events are a great way to network with other contact center professionals in your local area. Our industry shares many common challenges no matter what type of business and CCNG's events and speakers offer creative solutions to common problems letting you know that you are not alone. I have been a CCNG member for two years and in my third year I have increased my involvement by serving as one of the Tampa Bay area coordinators."
~ Ursala Fisher, Workforce Report Writer II, Avaya
Speaking out on YouTube
-- Lynn O'Neill, New York Life
-- Debbie McMann, Transwest Netowork Solutions
-- Heidi Starstucky, Progressive
-- Vanessa Griffin, Allstate
-- Steve with Allstate
“It has been my pleasure to serve on the CCNG Chapter Coordination Team in Arizona. Through CCNG, I have witnessed intriguing and creative solutions to common operational issues such as quality assurance, staff retention and workforce management. The networking opportunities and new friendships have likewise been rewarding.”
~ Beatrice Perry, President, The Perry Group
"CCNG is a professional organization that truly believes in sharing best practices! Each meeting offers members an opportunity to network, tour local centers and learn about what other call center professionals are doing to provide service excellence. I have been involved in CCNG for 5 years. With each event I attend, I not only learn something, but get a chance to meet people that are passionate about the industry. The topics discussed cover the spectrum from recruiting, training, technology trends, retention, coaching & development. This is a group that I would highly recommend for anyone interesting in developing their industry expertise!"
~ Michelle Coles, Branch Manager, Spherion
Speaking out on YouTube
-- Tashika Thompson, HSN
-- Ursula Matthews, Deluxe
"I have been a member of a variety of professional organizations associated with Call Center, Credit and Collections operations. CCNG is a different type of organization - its all about networking and learning from others. We encourage and facilitate genuine conversations at local chapter meetings. Vendors leave their business cards at the door, and the community grows stronger through the sharing of knowledge, expertise, and even humor!"
~ Amy L. Johnson, Director, Office Operations, LTD Commodities LLC
"CCNG provides a great forum to talk with peers in the industry and share best practices. The site visits are an excellent way to gather ideas that are proven and take them back to my center."
~ Chris Drake, Operations Manager, Sprint PCS
“Thank you so much for inviting me to attend the CCNG meeting. It was great to tour another contact center and hear from their CEO that they deal with the same issues we deal with in our TeleCenter. It was enlightening to meet those that work in the private sector and hear the ways that they promote team building. During the tour, when the Operations Manager spoke about the importance of adequate training and the confidence that training gives the CSR's - and in turn makes them enjoy their job-- I was impressed with the statistics he had to prove his point. He said that, "The troops do best on what the boss checks". I have a new appreciation for the checks we have in place at our center.
Everyone I had contact with during the networking exercises gave me a clearer understanding of what it takes to operate a contact center with optimal efficiency. By the end of the meeting I had more than one person tell me that they hoped to see me at the next meeting. The knowledge I gained at the meeting has given me a renewed outlook on the difference I can make as a Program Administrator at our center both in productivity and the morale of our employees. Thank you again.”
~ Helen Cullen, Program Administrator, Texas Workforce Commission, Fort Worth TeleCenter
“CCNG really sets itself apart from other networking groups I’ve been involved in because of the call center tours. The tours create an excellent environment where we can ask questions and learn from other professionals that face the same challenges.”
~ Hale Jay, National Sales Director, Customer Elation
“I really didn’t know what to expect from my first CCNG meeting. I didn’t think there would be that much common ground between the private and public sectors, but was I in for a surprise - the challenges faced by all of us are virtually identical. We each have our own unique areas, but being able to interact with our private counterparts gave me a better perspective into how we do our jobs here at TWC. I’d like to be included in more of these meetings in the future and hope more of my peers can take advantage of this valuable learning tool that is available. I believe it can only help make me a better team leader here in the TeleCenter.”
~ Jerry L Kubala, Texas Workforce Commission, Fort Worth TeleCenter
"I enjoyed the Regional Conference, especially the facility tour. The group dynamics were great and it was very easy to get to know those in attendance. I’m looking forward to the next event."
~Tracey Hyatt Bosman, CEcD, Markets Analyst, Grubb & Ellis Company
“I would like to say that the CCNG meeting was an eye opener for me. I am sorry that I have not heard this information before. The Contact Center concept is still fairly new to me and I do appreciate any information I can get regarding best practices. I was delighted to hear about the technology in place today which allows for more efficient customer service. I am a supervisor in a contact center and welcome any information I can get to improve in my own performance and to also help my employees improve in their performance.
It was a pleasure to meet other personnel in the field and share ideas, strategies, and discuss common issues. As businesses of today move into the future, I'm glad to know that an organization like CCNG exists to help the personnel involved in contact centers also move forward with the business. I have heard positive comments regarding your resources available and would like to obtain this. I will pursue that information with my director. I wish it could have been a little bit longer but it was worth every minute. Keep up the excellent work and thank you for all the information I was able to bring home.”
~ Deborah Leal, Texas Workforce Commission, Fort Worth TeleCenter
“My compliments to everyone at Nokia for the outstanding overview of their Contact Center. They were extremely open in sharing statistics, challenges, frustrations and successes. I was impressed by the number of people that attended. The concept of a having an on-site contract workforce was quite interesting. The overview by IEX was also interesting. I appreciated how hard the presenter worked to keep things generic.”
~ Betty Ann Brunton, Smith & Nephew
“I was very impressed by what I saw from CCNG. The session was valuable, practical, and applicable to my call center. I came away with something I could use to increase the level of performance in my call center. The people were friendly and eager to assist and share best practices with other members. The vendors were very informative and seemed sincere in their desire to assist team members improve customer service. They did not try to sell me anything they only sought to provide me with information that was purposeful for my center. I came away from the meeting knowing that my three hour drive was worth it! I can't wait for the next meeting and hope to host one at my facility very soon.”
~ Tasha Bell, CCC Manager, Bowe Bell + Howell