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... 2 months ago | 21 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... 6 months ago | 19 mins Hybrid Workforce: The Transformation of the Call Center George Wilson, Vice President AMER Sales Acceleration, Poly; Michael Ringman, CIO, Telus; David Hadobas, President/CEO, CCNG The verdict is in: You made it through the worst and are looking at returning to the call center. But wait... According to Frost & Sullivan, 20% of c... 5 months ago | 59 mins How to Keep Employees Engaged and Connected in the New Normal of Remote Working Elena Valentine The way we conduct work has completely changed. Before the pandemic, remote working or a few work from home days were allowed for certain employees. N... 4 months ago | 41 mins Remote Rule #1: People First! Kim Shepherd The Covid-19 pandemic instantly sent millions of employed Americans home to work. This new era of remote work has forever changed the mindset of the t... 4 months ago | 51 mins The Conversational AI Journey: What to Expect from Start to Finish Gary Davis, SmartAction Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s... 4 months ago | 39 mins Cloud Based Solutions, the Contact Center and Future of AI Vince Lynch, CEO, IV.AI and Owen McGrath, Head of Sales, IV.AI David Hadobas of CCNG talks with Vince Lynch and Owen McGrath of IV.AI about the current state of AI in the contact center ... specifically if the tec... 7 months ago | 23 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... 6 months ago | 80 mins The Impact of Remote and Hybrid on Workplace Transformation Tara Carcillo, Paul McKinlay, Nellie Hayat, Tracy Hawkins The office as we know it has been changed forever. As companies navigate what remote or hybrid means, they are quickly realizing that workspace is whe... 3 months ago | 62 mins How to Take Your Contact Center Omnichannel in 2022 Cognigy, CCT Solutions, CCNG Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? C... 7 months ago | 60 mins Load more
