Do you ever notice how employees usually start a job, coming into their first day of work bright-eyed and enthusiastic? ...

Customer service in the call center today is a rapidly changing landscape. More and more companies are figuring out that...

When it comes to pushing for change in the contact center, it's all about enhancing the customer experience. Despite its...

Event 360 conducted teammate satisfaction surveys and Molly Fast’s newly inherited team ranked lowest on many of the questions such...

With the holidays almost upon us, I thought it would be nice to share some information that I have received about...

The “Voice of the Customer” has been making a lot of noise in contact centers recent years. Formal “VOC” initiatives...

Over the past few months, I have acquired a tremendous amount of lessons learned for the job hunt, finding an...

Recently CCNG members gathered and talked about personal development, knowledge exchange and thought leadership in their field of customer care...

Few other jobs are as inherently sedentary and psychologically taxing as that of contact center agent. Hours upon hours seated...

At CCNG events, the members talk to each other about key issues in their contact center and customer care operations. ...