Contact Center & Customer Care Best Practices

CCNG member topics for contact center& customer care professionals

CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

Latest Talk

November 7, 2023 7:00pm Z | 29 mins

AI 101 for Contact Center Leaders

CCNG member Michelle Crotty, VP of RemX Contact Center Solutions talks with fellow member Casey Kostecka, President of DialAmerica and Founder of TouchPoint One. With over 35 years in the contact center, Casey has seen many changes in how companies utilize technology to ensure an exceptional customer experience. He is a visionary in the realm…

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On-demand Talks

AI 101 for Contact Center Leaders

1 month ago 29 mins
Resilience: Linchpin of Workplace Sustainability

2 months ago 60 mins
Embracing Humanity in the Contact Center Space

3 months ago 51 mins
Perspectives on Leadership with Tony Keesee

3 months ago 19 mins
Enabling Great Customer Conversations - An Interview With Matt Lawlor, Spearline

4 months ago 7 mins
AI 101 for Contact Center Leaders

5 months ago 29 mins
Member Town Hall-Encouraging Quality Through an Internal Self-Assessment Program

5 months ago 53 mins
Contact Center Behavior-Based Coaching for Exceptional Service

6 months ago 52 mins