ROI: The Only Contact Center Acronym That Matters

Contact Centers who work with a technology partner like Grupo NGN get better results than centers that purchase software from faceless vendors The original working title of this blog post was “Is AI just BS?” but we decided to expand the focus of the article beyond...

The Brains Behind Grupo NGN

The real brains behind Grupo NGN is the amazing team of sales, support, and development that works around the globe. You can learn more about how we have a 92% 5 star customer service rating and only 1 single 3 star review in over 3 years here. But this article is...

Knowing is Half the Battle of Gamification

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 specific questions as users dig into the gamification platform and...

Total Experience

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 concept of Total Experience (TX). We welcome comments and dialog...

Total Experience with Grupo NGN

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. Generally, CX is accepted to mean the sum total of customers’ perceptions...

Automate your bonus and commission plan

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 commission plans. You have already seen the benefits in how NGNInsights...