The CCNG Magnet Program is an exclusive Professional Peer Network (PPN) established to share knowledge and experience between contact center executives. It connects leaders to peers, colleagues and knowledge from throughout the industry. It is the best way to effectively build and leverage an industry-wide network of top contacts and best-practice experience.

1. CCNG MAGNET PROGRAM OVERVIEW
For more information contact Lon Hendrickson, Executive Director
719.505.8389, lhendrickson@ccng.com, www.ccng.com
Share the Knowledge of an Industry-Wide Network of Leaders
The CCNG Magnet Program is an exclusive Professional Peer Network (PPN) established to share
knowledge and experience between contact center executives. The Magnet Program delivers direct
peer-to-peer initiatives and resources rather than traditional consultant- and analyst-focused models. It
connects leaders to peers, colleagues and knowledge from throughout the industry. It is the best way to
effectively build and leverage an industry-wide network of top contacts and best-practice experience.
Connections to Contact Center Leaders
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. 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.
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, reduce risk, and spread success.
Through the Magnet Program you’ll create high-value professional relationships with peers who can
help you build more effective programs and better results tested through their personal experience. This
is how good contact centers continue to get better.
Programs to Leverage the Experience of the Network
The Magnet Program provides members 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. Key programs include:
 Concierge Support. Our Concierge Support Program provides members with individual
assistance to identify current industry perspectives and best practices, and key industry
resources on a specific contact center issue. 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. We work directly with you to connect you and your team with
peers and subject matter experts; identify available research; locate articles, papers, and tools.
 Direct Connect. The Magnet Program works directly with industry executives to build valuable
connections with peers and colleagues throughout the industry. Personal introductions are a
powerful professional tool to help peers with common interests, areas of responsibility, and
internal initiatives. Through Direct Connect we also provide individualized assistance to connect
colleagues in remote markets, develop peer meet-ups, and assist with arranging site tours and
visits.

2. CCNG MAGNET PROGRAM OVERVIEW
For more information contact Lon Hendrickson, Executive Director
719.505.8389, lhendrickson@ccng.com, www.ccng.com
 Industry Exposure and Recognition. The Magnet Program provides numerous programs and
opportunities to showcase your contact center organization and the people who drive its
performance. We often work with members to take advantage of opportunities for industry
exposure through respected programs, channels, and forums including:
 Share best practice programs and initiatives—or insight and case studies—through
presentations at CCNG meetings, CCNG-partner events, and the including: Contact
Center Executive Summit.
 Share best practice programs, achievements, and initiatives through Magnet Program
webcasts and through the CCNG Webcast Channel
 Share white papers, case studies, tools and practice-guides directly with members
through special-interest Knowledge Sets
 Share insight and perspectives through online forums and social media channels
 Showcase industry awards, honors, and achievements through online forums and social
media channels including, Celebrating Contact Center Excellence—the only blog
dedicated to recognizing top performing contact center organizations and the people
who drive them.
New opportunities become available throughout the year and we work with members to share
their stories and knowledge.
 Special-Interest Webcasts (live and on-demand). Over the course of the year there are
numerous live and on-demand programs that share valuable insight, discussion and data from
members and industry experts. You’ll receive notification as they are announced. These events
include Magnet Program events, CCNG member events, and industry events consistent with the
interests of Magnet Program members.
Resources to Share Insight, Ideas and Knowledge
The Magnet Program provides infrastructure, resources, and oversight to help all members build and
sustain valuable connections, share information, and spread success. Exclusive resources support
Magnet Program initiatives and help members fully leverage the knowledge of the Magnet Program
network and the broader contact center industry. Key resources include:
 Knowledge Sets. As we perform Concierge Support for individual members we also develop
Knowledge Sets for all members. This unique resource enables the information and insight
developed for one member to be shared by all members. Special-interest Knowledge Sets
deliver 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. More than 25 Knowledge Sets are currently available for all members.

3. CCNG MAGNET PROGRAM OVERVIEW
For more information contact Lon Hendrickson, Executive Director
719.505.8389, lhendrickson@ccng.com, www.ccng.com
 Magnet Program Resource Library. The Resource Library included more than 500 documents,
reports, white papers, practice guides, and research materials spanning key areas of interest and
impact to our members. The Resource Library is continually updated and all materials are
reviewed and vetted for value prior to inclusion. We work with you individually to locate current
material and sources addressing your specific question or area of interest.
 CCNG Webcast Channel. You have full access to interviews, contact center reviews, and best-
practice knowledge from contact center peers and respected subject matter experts.
 Perspectives on Leadership. This executive interview series features CCNG Magnet Program
members and other recognized leaders from throughout the industry. In these 25-35 minute
webcasts Contact Center Leaders discuss their perspectives, insights, and experiences on
effective leadership in the contact center environment. Our goal is to educate and inspire
through candid, insightful exchange. Perspectives on Leadership is available as on-demand
webcasts via the CCNG Webcast Channel and provides a unique development tool to help
experienced and emerging leaders grow as effective leaders.
 Online Professional Community Networks. Participate with peers, colleagues, and industry
advisors through CCNG’s Online Professional Community Networks. The Magnet Program also
uses LinkedIn as a professional tool connecting contact center leaders and executives
throughout the industry. Ask questions, offer insight, and share answers through group
discussions. Build valuable professional relationships to leverage throughout your career.
 Resource Board. The Magnet Program maintains an internal database of respected industry
colleagues with expertise and insight specific areas of contact center operations. The Resource
Board includes Magnet Program members, CCNG members, colleagues, and subject matter
experts from throughout the industry. Participants make a commitment to be candid,
responsive to requests, and share insight based on their personal experience and knowledge.
 Value-Added Benefits. Each year we strive to enhance the value of your involvement in the
Magnet Program with expanded opportunities and resources. In addition to the core programs
members receive discounts and industry reports and resources worth in excess of $1,500
annually. Value-added benefits are reviewed and adjusted annually to insure their value and
appropriateness for contact center leaders.
 Benchmarking Initiatives and Opportunities. The Magnet Program provides members with
opportunities to benchmark programs, practices and performance in peer-to-peer discussion,
group reviews, industry benchmarking studies, and special projects. We also indentify and
recommend participation in industry-wide benchmarking initiatives that provide full results to
all qualified participants. We maintain a roster of recommended initiatives to help members
plan and participate in valuable, industry-wide programs.

4. CCNG MAGNET PROGRAM OVERVIEW
For more information contact Lon Hendrickson, Executive Director
719.505.8389, lhendrickson@ccng.com, www.ccng.com
The Annual Contact Center Executive Summit
This exclusive executive event brings together accomplished leaders from across the industry to share
proven strategies and innovative best practices. Industry executives and thought leaders connect for a
unique opportunity to benchmark with peers, refine programs, and explore new ideas. Participation is
by invitation only and Magnet Program Members receive priority consideration and special discounted
registration.
The Executive Summit offers a highly interactive 1 1/2 days with attendees sharing their insight and
ideas as presenters, discussion leaders, and expert panelists. Organizations who have participated in the
past in this invitation-only executive event include:
Allstate Insurance
Blinds.com
American Express
Disney
eBay
Ameriprise
Scottrade
Teleflora
DigiCert
Atmos Energy
New York Life
Pitney Bowes
BlueCross BlueShield
CareerBuilder
T. Rowe Price
Cigna
DIRECTV
TexasWorkforce
Commission
Viator
Kroger
McKesson
Wells Fargo
DISH Network
Fiserv
Humana
Sutherland
Elevate
Neiman Marcus
Kohl's
GoDaddy
Fifth Third Bank
Intuit
JP Morgan Chase
Medica
Prime Therapeutics
Red Lion Hotels
Seattle Public Utilities
ServiceMagic
Working Solutions
RealPage
DealerTrack
Dimension Data
Augsburg Fortress
GCS
Assurant
Travel Outlook
VSP Vision Care
And more ...
The 2015 Contact Center Executive Summit will be held August 3-4 in Fort Worth, Texas. All Magnet
Program members are encouraged to attend this annual event.

5. CCNG MAGNET PROGRAM OVERVIEW
For more information contact Lon Hendrickson, Executive Director
719.505.8389, lhendrickson@ccng.com, www.ccng.com
Insight from 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
 Call Center World Class Certification
 Highest Customer Service by Industry:
Insurance
 Highest Customer Service by Industry:
Business to Business
 VA Alumni Leadership Award
 Technical Support Call Center
Satisfaction Award
 #1 Ranked Large Call Center -
BenchmarkPortal's Top 100 Awards
 ... 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.