The talk of Artificial Intelligence or AI enhancements in the Contact Center has been on the rise recently. I am...
Best Practices Entries
NGNInsights™ Provides AI Powered Analytics, Dashboards, and Gamification for Nice InContact™
Grupo NGN has enhanced the NGNInsights™ integration with Nice InContact™ to the latest API version. This makes it...
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 Center. NGNInsights our award-winning gamification and performance platform comes...
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...
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....
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...
New law requires 3 minutes or less wait times
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...
Grupo NGN is proud of its perfect customer service rating
Grupo NGN’s motto is “Let Your Imagination Be Your Only Limitation” and our true omnichannel CCaaS solution NGNCloudComm allows our customers to do just that out of the box. Along with the best...
Legal Changes are brewing… Is your Omnichannel Contact Center Software future proof?
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...
Are you compliant with Florida’s new laws? What about New York? Missouri? Utah?
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...
Is your CCaaS Multi-Tenant or Multi-Instance? Does it matter?
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...
Cloud Contact Centers Can Increase Risk – An Honest Peek Behind the Curtain
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...