CCaaS Best Practices from Grupo NGN
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....
Is Gamification Driving Positive Results in Your Contact Center?
What is Gamification?Gamification is the application of features commonly used in games to a non-game environment with a...
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...
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...
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...
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...
Total Experience
Last week we introduced the concept of Total Experience (TX) as a means to achieve excellent Customer Experience (CX). This...
Total Experience with Grupo NGN
CX or Customer Experience has become a key marketing buzz word across multiple industries. Depending on the perspective and...
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...
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...
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...
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...