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inContact's Hosted Call Center Focus Renewed with CCNG Ties

inContact's Hosted Call Center Focus Renewed with CCNG Ties

April 10, 2014
By TMCnet Staff

The CCNG (Call Center Network Group), a contact center professional peer network, recently announced the return of its partner inContact, an organization that develops software solutions for call centers. The PPN also said that it was proud to have two new organizations join its team. Both Calabrio (News - Alert) and InnoSource have partnered with CCNG, each group known respectively for its workforce optimization and hiring solutions.


Calabrio's webcast, “Simple is Better – Top 5 Reasons to Implement an Integrated WFO Strategy,” discusses the efficiency gains that businesses can make by optimizing their workflows with an integrated business approach. Despite the possible improvements, the webcast says that only 10 percent of the call center market uses a completely integrated solution.

There are several WFO modules that businesses can adopt. These include recording, quality assurance/management, workforce management, agent coaching, e-learning, customer feedback surveying, performance management, speech analytics, desktop analytics, and text analytics, with recording and quality assurance as arguably the most important of the bunch.

Recording screens and calls can allow managers to find out what their employees are doing correctly or what they need to improve. Both recording and quality assurance programs can help managers with coaching because they provide detailed information about staff members.

CCNG offers members a network of business contacts that can provide information about the call center business, including best practices. Members discuss with each other their shared experiences which help newer companies avoid the pitfalls to which more experienced companies have already fallen victim. Chad Delligatti, president of InnoSource, discussed what his company can expect with its CCNG membership.

"The CCNG team has created a unique environment where industry professionals can not only network with peers, but also spend the day discussing best practices and industry developments with others that are tasked with similar responsibilities. Most professional organizations do one or the other, but rarely both,” Delligatti said.

CCNG's Improving Customer Experience events allow staff of member businesses to meet in a central location to get their dialog started. Such events, which occur in various places across the country, focus on call centers, social media, and customer relations.


Edited by Rory J. Thompson



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