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We bring you the pulse of the Industry
Five Techniques for Effective Customer Service Communication
4 March 2020
Great customer service is a core part of a successful company. It...
The Rise of Virtual Contact Centers
19 February 2020
According to an article by Noel Griffith, Ph. D., “25 Important Remote...
Tools to Improve Your E-Commerce Customer Service
29 January 2020
Guest Blog from Emma Smith, PR and Content Manager at Fonvirtual. E-commerce,...
My Time in Colombia: Beautiful Country, Rich...
3 December 2019
You may or may not have seen that I was recently in...
What Established Business Relationships Mean for Your...
29 November 2019
With so much focus on the CCPA and SHAKEN/STIR laws that are...
What Does STIR/SHAKEN Mean for You?
16 October 2019
For those of us old enough to remember, it is reminiscent of...
My Whirlwind PACE Experience
5 October 2019
The month of September has been a wild, crazy, fascinating, and exhilarating...
Five Ways to Improve of First Call...
25 September 2019
In contact center lingo, there are numerous three-letter acronyms that almost every...
How to Measure the Effectiveness of Agent...
7 August 2019
The goal of contact center agent training is to equip agents with...
Why Efficiency Isn’t Always the Holy Grail...
5 June 2019
A recent market study by the CCW, entitled ‘The Future of the...
Contact Center Trends for 2019 and Beyond
22 May 2019
Coming into the half way mark of 2019, I thought it would...
General Data Protection vs. California Consumer Privacy...
18 February 2019
What’s the same? What’s different? Check out our infographic below!
How Will the California Consumer Privacy Act...
13 February 2019
We’ve all been hearing about the California Consumer Privacy Act of 2018...
Why Should I Attend PACE ACX’19?
12 February 2019
As Vice Chair of the PACE Board of Directors, I want to...