What is Gamification?Gamification is the application of features commonly used in games to a non-game environment with...

What is Gamification?Gamification is the application of features commonly used in games to a non-game environment with...
Contact Centers who work with a technology partner like Grupo NGN get better results than centers that purchase...
The real brains behind Grupo NGN is the amazing team of sales, support, and development that works around the globe....
Last week I had a training meeting with a long time NGNInsights customer for a block of newly hired managers. These meetings usually go in one of two directions: A good training involves a number of...
Have you tried using other chat systems – Teams, Zoom, Rocket Chat, but find that you need additional features and options that are specific to needs within the contact center industry? Do you need...
Last week we introduced the concept of Total Experience (TX) as a means to achieve excellent Customer Experience (CX). This is the first entry in a new series in which we are going to delve into the...
CX or Customer Experience has become a key marketing buzz word across multiple industries. Depending on the perspective and motivation of who is using the term it can take on different meanings....
How much time does it take for your team to calculate bonus and commission programs?We have worked with a number of Contact Centers that tell us they spend days each month to calculate bonus and...
Spain has approved a bill that requires companies to answer calls within 3 minutes by a live person and not to leave customers on hold with an automated system. Fines can range up to 100,000 euros...
Multiple changes to the way you conduct your business are coming from numerous fronts, State & Federal. A lot of these changes have more complex rules than a simple manual or automatic dial and...
You have likely heard about the bill that was passed in Florida last July and are probably working on becoming compliant or maybe you have stopped calling Florida altogether! But are you aware that...
Over the last decade, things that used to be considered farfetched are becoming a reality more than ever. This fact is not different for the CCaaS (Contact Center as a Service) world. We live in a...
I remember being an IT executive for a large, well respected BPO when I was first encouraged to move our technologies – especially the contact center solution – to the cloud. It was interesting...