ccng magnet program flier

CCNG MAGNET PROGRAM

CONNECT • SHARE • GROW

The Magnet Program is a unique extension the CCNG mission to connect

the contact center industry. Through the Magnet Program you have

access to an exclusive network of top customer care and contact center

professionals throughout the industry.

Magnet Program members understand that peer-to-peer discussion and

sharing provides a more effective and less expensive way to improve

performance. This is the best way to leverage the contacts, insights, and

best-practice experience of an industry-wide professional network. This

is how good contact center organizations continue to get better.

CCNG Magnet Program, 7685 Safari Circle, Colorado Springs, CO 80920 719.505.8389 www.ccng.com

Program Overview

Through the Magnet Program you’ll build personal and profes-

sional relationships with peers who can help you build more effec-

tive programs, higher performance, and better results tested

through their personal experience.

Executive Network

You become part of an executive network that shares best-

practice insights and experience with peers from top contact cen-

ter organizations. Members connect to explore new ideas, raise

performance, and spread success. Participation includes programs

and opportunities to showcase your organization's performance

and leadership, and priority status for the annual Contact Center

Executive Summit.

Best Practice Knowledge

You receive personalized Concierge Support to help leverage the

collective knowledge of the industry-wide network for special

projects, difficult decisions, and critical issues. Concierge Support

helps save time and produce better results by providing you with

high-value, on-point resources and connections to specific subject

matter experts. You also get access to Magnet Program tools,

member conference calls and webcasts, the Magnet Program's

online network, and the Resource Library of research, articles, and

industry reports.

Industry Peers, Sharing and Resources

You will participate in collaborative problem solving and cross-

industry learning. Benchmark programs, practices and perform-

ance. And receive personal introductions to build valuable

connections to other members of the network and throughout the

industry who have common interests, extensive experience, and a

commitment to spread success. Plus you'll have access to industry

events and publications, online forums, and more.


CCNG MAGNET PROGRAM

The CCNG Magnet Program oper-

ates like a specialized tool bag

available for my contact center

organization by offering me tar-

geted and timely industry infor-

mation and contacts when I want

it and how I want it, tailored for

our specific business needs. The

Magnet Program is a valuable

resource to the Texas Workforce

Commission Unemployment In-

surance contact center network.

Great job!

Candy Kothmann, North Texas

Tele-Center Director, Texas

Workforce Commission


Program Elements and Benefits

CCNG believes a strong peer network that shares knowledge

and spreads excellence is the most powerful contact center

tool. Members know that by participating in the network their

organizations can develop more effective ways to improve

performance and contribution to the enterprise.

As a member of the Magnet Program you’ll be able to:

• Participate in collaborative problem solving and cross

industry learning in virtual and face-to-face events

• Leverage personal introductions to top people at award-

winning organizations

• Attend special-interest member conference calls

• Receive Concierge Support to assist with special issues

and initiatives

• Receive Knowledge Sets on member-directed topics

• Access the Magnet Program Online Network, discussion

forums, and Interactive Member Directory

• Utilize the Online Resource Library—more than 400

articles, research summaries, benchmarking studies,

white papers, guidebooks and more

• Showcase your operations and teams

• Arrange local peer group meet-ups

• Receive unlimited access to CCNG ‘s webcast channel

• Receive priority status for Contact Center Executive

Summits

• Participate in formal and individual opportunities to

benchmark programs and best-practices

• Experience the operations of other contact centers

• Learn what works and what doesn't through case-

studies and industry experts

• And recommend new programs based on your priorities

and member feedback


CCNG MAGNET PROGRAM


CCNG Magnet Program Membership

The CCNG Magnet Program is a unique extension of the CCNG mission to connect colleagues throughout

the industry. Magnet Program members actively seek to share experience and spread success, and strive

to achieve: contribution to the industry, high-performance, high-quality operations, and impact and influ-

ence through leadership. The annual program fee is $3,000.

Leverage Award-Winning Contact Center Leadership and Performance

Magnet Program members have earned numerous

awards and recognition for their performance and

programs. They share insight and leverage the best-

practice experience of top colleagues. You can too.

Some of the honors include:

Best Large Contact Center

Best Mid-sized Contact Center

Achievement in Customer Excellence (ACE)

Contact Center of the Year

Top Place to Work

J.D. Power Top Ranked in overall customer care

performance

Best Community Spirit

Forrester Voice of the Customer Award

Certified Center of Excellence

J.D. Power Top 25 Call Center

Best Practices in Customer Service

Best Contact Center Leader

Best Contact Center Trainer

BCBS Brand Excellence

World Class Employee Satisfaction

Highest Customer Satisfaction

Chief Customer Officer of the Year

Best Contact Center Professional

Best Contact Center Sales Agent

Best Practice in Employee Engagement

Best Use of Voice of the Customer

Call Center Service Quality Award

VA Alumni Leadership Awards

Technical Support Call Center Satisfaction

Award

J.D. Power Certified Call Center of Excellence

... and many others.

CCNG MAGNET PROGRAM

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