magnet program overview

CCNG MAGNET PROGRAM OVERVIEW

For more information contact Lon Hendrickson, Executive Director

719.505.8389, [email protected], www.ccng.com

Share the Knowledge of an Industry-Wide Network of Leaders

The CCNG Magnet Program is a unique extension of CCNG’s mission to connect the contact center

industry. Through the Magnet Program you become part of an executive network that shares best

practice insights and experience with peers from top contact center organizations throughout the

industry. Magnet Program members understand that peer-to-peer discussion and sharing can often

provide a more effective and less expensive way to improve performance. They connect to explore new

ideas, raise performance, and spread success.

The Magnet Program is the best way to build and leverage an industry-wide network of top contacts and

best-practice insights. Through the Magnet Program you’ll create high-value professional relationships

with peers who can help you build more effective programs, higher performance, and better results

tested through their personal experience. This is how good contact centers continue to get better.

Connections to Contact Center Leaders

A key element of your participation in the CCNG Magnet Program is the ability to connect with peers

and colleagues from throughout the industry. We work directly with you to develop high-value

resources within the Magnet Program; throughout the broader CCNG member network; and across all

groups, associations, and networks in our industry.

⟩ Participate in the Magnet Program Online Network and Interactive Directory featuring

24/7/365 discussion forums, document/file sharing, and peer-to-peer connections. Reach out

individually to other members, or collectively through the discussions.

⟩ Key Point-of-Contact registry. Each Organization in the Magnet Program has a primary point of

contact. That person should have a full list of contact information for other key contacts in the

Program. I recommend you try to work through the primary point of contact first as they can be

extremely helpful in putting you in contact with the best resource in their organization.

⟩ Participate with peers, colleagues, and industry advisors through CCNG’s Online Professional

Community Networks. The Magnet Program uses LinkedIn as a great tool to connect contact

center leaders and executives throughout the industry. Ask questions, offer insight, share

answers, and build professional relationships that expand your professional reach and impact.

⟩ The Magnet Program will make personal introductions to help members build valuable

connections with other members of the network and with colleagues throughout the industry

who have common interests, areas of responsibility, and initiatives.




Programs to Leverage the Experience of the Network

The Magnet Program provides you with a unique set of programs and activity for sharing insight and

experience. Programs are developed and matured based in great part on direct member feedback. Your

ideas, input, and suggestions are incorporated into our planning and formal programs.

⟩ Member conference calls / web-sessions where we examine different approaches to a special-

interest topic important to program participants. These calls provide insight from members and

often include perspective from an industry expert invited to participate in the discussion.

⟩ Webcasts live and on-demand – Over the course of the year there are numerous live webcasts

and on-demand programs that provide valuable special-interest information. You’ll receive

notification as they are announced. They include Magnet Program events, CCNG produced

events, and general industry events that are consistent with the interests of Magnet Members.

When appropriate we’ll provide links to the on-demand webcasts in the Magnet Program Online

Network site so you can view them when it’s convenient.

⟩ Concierge Support gives Magnet Program members additional knowledge and bandwidth to

address special requests. Concierge Support can replace days or weeks of internal time and

effort by providing you with high-value, on-point resources and connections to specific subject

matter experts. Concierge Support helps connect you and your team with peers and subject

matter experts; identify available research studies; locate articles, papers, and research from the

Magnet Program Resource Library; and more. It you effectively leverage the full network of

CCNG members, colleagues and partners to address key areas of interest.

⟩ Individualized assistance with special projects. We can help connect colleagues in remote

markets, solicit industry input on sensitive issues, develop peer meet-ups, assist with arranging

site tours, and reach throughout the full industry network.

⟩ Benchmarking opportunities. The Magnet Program provides you with opportunities to

benchmark programs, practices and performance in peer-to-peer discussion, group reviews,

industry benchmarking studies, and special projects. We indentify and recommend participation

in industry-wide benchmarking initiatives that provide full final results to all qualified

participants.

⟩ Industry exposure and recognition. The CCNG Magnet Program provides numerous programs

and opportunities to showcase your contact center organization and the people who drive its

performance. CCNG and the Magnet Program often works with members to take advantage of

opportunities for industry exposure through respected programs and forums including:

• Share best practice programs, achievements, and initiatives through Magnet Program

webcasts and member conference calls, and through the CCNG Webcast Channel and

the CCA Queue Cast (webcast) program

• Share white papers, case studies, tools and practice-guides directly with members

through our Online Resource Library

• Share insight and perspectives through online forums and social media channels




• Share insight and perspectives in print and online through industry publications

including: Contact Center Pipeline, Inbound, Call Center Times and bi-weekly

eNewsletters including Queued In, Insider, and others

• Share best practice programs and initiatives—or insight and case studies—through

presentations at CCNG meetings and CCNG-partner events, including: Contact Center

Executive Summits and Contact Center Optimization Forums. Plus the annual Contact

Center Conference and other national industry events

New opportunities become available throughout the year and we work with members to share

their stories and knowledge.

Resources to Share Insight, Ideas and Knowledge

Numerous unique resources are available you leverage the knowledge of the Magnet Program network

and the broader contact center industry. They are available to you and through you to key leaders in

your organization.

⟩ Knowledge Sets. As we perform Concierge Support for individual members we are developing

Knowledge Sets for all Members. These unique resources deliver available research summaries,

benchmark reports, white papers, articles, webcasts/podcasts, colleagues, consultants, and

subject matter experts on a specific topic. Knowledge Sets support better decisions, shorter

implementations, and stronger programs for all Magnet Program members.

⟩ The Magnet Program Online Resource Library gives you access to industry research, reports,

benchmark summaries, papers and practice tools. We also work with you individually to locate

material and sources addressing your specific question or area of interest. More than 300

documents, reports, white papers, practice guides, and research materials span key areas of

interest and impact, including:

• Culture and Leadership

• Industry Stats and Demographics

• Operations and Processes

• People

• Success Stories, Case Studies, and Profiles

• Technology

• Tools and Templates

⟩ Through alliances with leading industry publications and periodicals for contact center

professionals you have access to thought leaders and top industry content and perspectives.

⟩ The CCNG Webcast Channel is available to you team to attend or view interviews, contact

center reviews, and best-practice knowledge from contact center peers and respected subject

matter experts.




Events to Build and Expand Valuable Professional Relationships

CCNG collaborates with members and partners to deliver special events for contact center industry

colleagues across the country. The format of the events ranges from 2-hour local roundtable meetings

to full-day and half-day best-practice forums and multi-day events like the Contact Center Executive

Summits. CCNG also directly supports the Contact Center Conference held in the fall as an industry-wide

opportunity to hear expert presentations and meet colleagues from all corners of the industry. Magnet

Program members receive priority consideration for participation and contribution in these events.

⟩ Contact Center Executive Summit. This 1 ½ day executive event is hosted by CCNG and brings

together accomplished leaders from across the industry to share proven strategies and

innovative best practices. The CCNG Magnet Program supports and recommends the Summit.

It’s a great opportunity to connect with Magnet Program members and top colleagues, and

Magnet Program members can receive priority consideration and special discounts.

⟩ Contact Center Optimization Forum event series. Designed for executives and managers, and IT

decision-makers of businesses who need to stay informed about the latest industry trends, best

practices, and rapidly evolving contact center optimization technology. Learn about industry

best practices from multiple experts in the field at one time and see demonstrations of the

latest advancements in call center technology.

⟩ Optimizing Customer Contact event series. Designed for executives, managers, and IT decision-

makers of businesses who need to stay informed about the latest industry trends, best

practices, and rapidly evolving customer contact solutions. Attendees will have the unique

opportunity to learn about industry best practices from CCNG member experts in customer

contact. The agenda is designed for high interaction with all attendees and all presenters.

⟩ CCNG Meetings and Roundtables are great opportunities to participate in networking

discussions on topics vital to daily contact center operations. These 2-hour events are hosted

and led by CCNG members. CCNG Regional Events give you the opportunity to see the host

site's operations up close. In addition to a facility tour, these 4-hour events include a host site

best practice presentation, industry experts' best practice presentations, and interactive work

groups. If you would like to host a CCNG event and create an opportunity to share with local

colleagues please let us know and we’ll work with you to coordinate the event.

⟩ The Annual Contact Center Conference. This national conference welcomes all contact center

and customer service industry professionals as we explore issues and trends affecting contact

centers and customer service. Special discounts are available.

⟩ CCNG Partner Events. Join other contact center directors and executives for this complimentary,

half-day event. Hear from your peers and learn how you can transform your contact center and

transition to a smarter way of working. Special consideration and discounts are available.




Participate with Award Winning Contact Center Organizations

Magnet Program members have earned numerous awards and recognition for their performance and

programs. They reach out and tap into this excellence to leverage best-practice experience. You can too.

Some of the honors include:

• Contact Center of the Year

• Best Large Contact Center

• Best Mid-sized Contact Center

• J.D. Power Certified Call Center of

Excellence

• Achievement in Customer Excellence

(ACE) Award

• Top Place to Work

• Top Ranked in overall customer care

performance from J. D. Power

• Best Community Spirit

• Best Practice Award: Customer Service

• Forrester Voice of the Customer Award

• Certified Center of Excellence

• J.D. Power Top 25 Call Center

• Best Outsourced Provider

• Best Contact Center Leader

• Best Contact Center Trainer

• BCBS Brand Excellence

• 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 Award

• Technical Support Call Center

Satisfaction Award

• ... and many others.

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

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

magnet program overview

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