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On Demand Best Practice Webinars

On-Demand Best Practice Webinars

CCNG records member content from our live Town Hall events in addition to member generated webinar content on a variety of topics, all focused on knowledge and experience sharing in contact center and customer care management.  This content is regularly posted to the CCNG website and can be found in our library of 500+ on-demand recorded webinars and videos on the CCNG Contact Center & Customer Care Best Practices channel on BrightTalk.  Please review our highlighted member content below and consider subscribing to our channel for regular content updates from our membership.









Employee Engagement: Are We Still Tripping Over the Same Rocks?

LIsten to CCNG Members Vicki Brackett and Kevin Zyskowski as they lead a discussion on improving employee engagement with the attending 50+ members on this Town Hall event.  Through three (3) case studies they will teach us how to optimize our processes to keep employees engaged through onboarding and training, scheduling,m and career development.


Enjoy this featured Member Town Hall













Achieving a 90% Service Level with a New Remote Contact Center Under 120 Days

The shift from in-house to remote agents wasn't easy for anyone, but it was especially difficult for contact centers that deal with complex and highly regulated industries.  These contact centers have always relied on experienced agents to help newer agents.  But what happens to your metrics when those people aren't in the same room?  What happens when your 8-12 weeks of in-person classroom training has to be done over Zoom?

In this session you will hear from Jason Mercer-Pottinger how his team, working with ScreenSteps, transitioned from relying primarily on tribal knowledge to a culture where agents use a central repository of digital guides to h andle every call.

The results?

  • 95% First Call Resolution
  • NPS of 89%
  • The ability to spin up a brand new near-shore contact center that went from zero knowledge to a service level of 90% in less than 120 days

Enjoy this featured Member Town Hall








How to Best Leverage Automation in Your Contact Center
Automation and AI can feel like the answer to many of today's obstacles such as the labor shortage, agent burnout, extended wait times, and a less-than-stellar customer experience.  While automation in the contact center certainly can alleviate frustrations, it is not as simple as flipping a switch to make it all go away.
In this Town Hall, CCNG member Adam Rennert, President at InflowCX, kicks things off and facilitates our discussion on How to Best Leverage Automation in Your Contact Center.









Contact Center Challenges: Re-Ignite Employee Engagement, Performance, & Retention

Contact center industry leaders Greg Salvato and Kirstyn Sansom drive a conversation with CCNG members on this timely topic of employee wellness ... and the responsibilities and opportunity in front of contact center leaders.

Survey research from Edelman, Gallup, Work Institute, and oithers underscores the extent of societal distrust that has developed during the past several years and its negative impact on critical business success measures such as morale, engagement, and turnover.  During this CCNG Town Hall, we discussed the current trust landscape within the contact center context and explored solutions CCNG members are using now, or should consider, to create high-trust cultures.

Enjoy this featured Member Town Hall