Grupo NGN has enhanced the NGNInsights™ integration with Nice InContact™ to the latest API version. This makes it...
NGNInsights™ Provides AI Powered Analytics, Dashboards, and Gamification for Nice InContact™
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Best Practices Entries
Contact Center Bill of Rights
On December 15, 1791, three-fourths of the existing US State legislatures ratified the first 10 Amendments of the...
Top 10 Ways to Maximize Using a Store to Motivate your Contact Center Employees
Offering a store where employees can shop and buy items is a great way to add motivation and fun to your Contact...
Complex routing/decisions made simple. Can your CCaaS do this?
It is my impression that the Contact Center industry indoctrinates customers to simply not expect that complex scenarios can or should be managed by CCaaS products because their platforms lack the...
Scheduled Callbacks or The Art of Increasing Customer Satisfaction
Agent: Hi, may I speak with John Doe? I am calling on behalf of your car dealer to inform you that we found the vehicle you were looking for!Customer: Hi! I am super interested in talking to you....
Is Gamification Driving Positive Results in Your Contact Center?
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Is Your Contact Center Ready for Oklahoma Compliance?
NGNCloudComm users already have what they need to be compliant with Oklahoma’s “Mini TCPA” law, HB 3168, that goes into effect the 1st of November 2022First the disclaimer, I am not a lawyer and do...
ROI: The Only Contact Center Acronym That Matters
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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...
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...
Employee Chat for the Contact Center
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...
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...