CCNG is pleased to offer you the opportunity to view the following webcasts:

CCNG Member Webcasts

• AMR - A Marketing Resource Company Overview, Chuck Stannard and Barry O'Rourke
• An Introduction to Hilton Reservations & Customer Care - Jeanette Rollison, Hilton Reservations
• DialAmerica - Michael Bardwell, DialAmerica; Tim Passios, Interactive Intelligence; and Renee Long, Spanlink 
• How Technology Can Help You Survive in a Down Economy - Blinds.com and AVDS
• Metlife - Jan Burger, Metlife; Tim Passios, Interactive Intelligence; and Bob Carsey, Spanlink
• New Era Tickets - Thatcher Young, New Era Tickets; Rick Chin, Interactive Intelligence
• Overview of CCNG Member New York Life - Lynn O'Neill, AVP for New York Life
• Philips Healthcare - Brad Devine, Philips Healthcare; Tim Passios, Interactive Intelligence; and Jim NcNeil, Spanlink
• Real-Time Rewards in the Contact Center - Ryan Kenney, Regence; and Lori Fraser, Strategic Contact
• The Wasserstrom Company Overview - Brenda Wagner, The Wasserstrom Company
• Voice of the Customer / Customer Satisfaction Survey - Warren Woodward and Michael Norstrom, McGraw-Hill

CCNG Partner Webcasts

• A New Approach to Quality: Using Speech Analytics to Measure Agent Performance Against Corporate Goals - Jeff Schlueter, Nexidia  
• At-Home Agents - Michele Rowan,  Customer Contact Strategies
• Authentic Employee Engagement for the Contact Center - Dr. Jim Keaten and Ted Nardin, Ideal Dialogue
• Call Center Optimization Best Practices - Patrick Botz, VPI
• Contact Center Management Best Practices - Connie Smith, SpotOn
• Customer Dynamics - Matt Storm, NICE
• Customer Service & Support - The Forgotten Space - Rusty Coleman, Dovetail Software
• Intelligibility as a Competitive Advantage - Neil Hooper, Plantronics
• Long Term Planning in the Contact Center - Bill Durr, Verint
• Making the Contact Center More Powerful - Success Stories in Unified Business Communication - Jim McNeil, Spanlink; and Rick Chin, Interactive Intelligence
• Moving Your Contact Center to the Cloud - Considerations, Challenges & Benefits - Mike Lingo,  Astadia  
• Post Call Survey Best Practices - Mark Angel, NICE 
• Talent Tsunami:  Engaging At-Home Agents - Jonathan Means, KellyConnect
• Talent Tsunami for Contact Centers - Jonathan Means and Kevin Childs, KellyConnect
• The New Age of Strategic Planning in the Contact Center - Mary Gardiner, Bay Bridge Decision Technologies
• The Role of Speech Analytics in First Call Resolution - Jeff Schlueter, Nexidia 
• Unified Communications and the Contact Center - Lori Bocklund, Strategic Contact
• Web 2.0/Social Media and The Contact Center - Lori Bocklund, Strategic Contact