CCaaS General Articles from Grupo NGN
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...
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...
Agent Adherence Improvement with NGNInsights
California Regional MLS sees Schedule Adherence Improvement with NGNInsightsCalifornia Regional MLS (CRMLS) is the largest...
NGNInsights 2.7.2 Release
Grupo NGN will be releasing an update to NGNInsights (2.7.2) with exciting features including 5 specific customer requests....
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...