Search results Search for: Search Refine your results by duration: Any Under 5 mins Under 20 mins Over 20 mins Sort by: Relevance Views Date A Playbook Ensuring Exceptional Service Delivery from a Hybrid Agent Workforce Matt Woody, Client First Center Director, First Financial Bank CCNG member Matt Woody, First Vice President, Client First Center Director at First Financial Bank, shares his journey in building a playbook to ensur... 6 months ago | 21 mins Discovering the Real Reasons Why Members Call the Contact Center Mark Whitney, AVP Member Solutions Cntr, Apple Federal Credit Union and Peter Iansek, CEO/Co-Founder, Operative Intelligence Learn how Apple Federal Credit Union has discovered the root cause of why their members contact their center and how they’re using this data to transf... 10 months ago | 30 mins Perspectives on Leadership with Tony Keesee, VPay Tony Keesee, VP Operations of VPay, a part of Optum Financial, and Lon Hendrickson, CCNG Magnet Program Perspectives On Leadership is an executive interview series from the CCNG Magnet Program. These one-on-one conversations with Contact Center Leaders e... 10 months ago | 19 mins How to Scale Up Home Working for Your Call Center Kate Brouse, NTI and Richard Kenny, Poly Richard Kenny from Poly and Kate Brouse from NTI discuss how organizations can scale up call center home working from the current BandAid approach int... 10 months ago | 80 mins CCNG Member Talk - Employee Engagement Charity Grzelecki, FNOL Supervisor, Selective Insurance CCNG member Charity Grzelecki of Selective Insurance shares insights and perspectives relating to Selective's best practices for employee engagement. 2 years ago | 22 mins Executive Dialogues: 1A Auto AI Case Study Nicole Cummings, Director Contact Center, 1A Auto Nicole Cummings shares details and results of their successful initiative to apply Artificial Intelligence (AI) to the email channel at 1A Auto. This ... 2 years ago | 20 mins Member Talk - Why Performance Based Training Requires Automation Now Dan McCann, CEO, SymTrain CCNG member Dan McCann of SymTrain discusses a recent study of 100 contact center managers on the topic of performance based training and how/why auto... 2 years ago | 13 mins The Cure for Contact Center Frustration Robert Bradshaw, President, Got/IT For too long, contact centers have been unable to continuously and precisely value the true cost of decisions across each contact channel and team in ... 2 years ago | 14 mins Work Streams Affected by Work at Home - Moving From Emergent to Best-in-Class Eric Berg, CEO, ContactCenterPro Consulting In 2020 we all had to move fast in order to ensure our customers received the level of service they needed. Now that things have leveled off, many co... 2 years ago | 24 mins The Real Value of Great Communication Deken Willmore, Director of Enterprise Sales, Emmersion The real value of communication comes from being understood and understanding others via verbal or written communication. Bad CSAT scores are most of... 2 years ago | 23 mins
