CCNG

MARCH 21, 2025

If you work in a call centerespecially if you lead a call centeryou might want to stop reading now, because Im about to bum you out. Being a call center agent sucks and it is managements fault. No, the real kicker is that the very structure of contact center work is engineeredalmost comicallyto induce maximum misery.

Call Center 195

Call Center CCNG Contact Center Consulting 195

CCNG

OCTOBER 26, 2024

This inconsistency frustrates customers and drives up operational costs due to wasted resources. Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

CCNG

NOVEMBER 27, 2024

This post was submitted by Adam Boelke , a CCNG Academy member who helps fellow members and leaders optimize call center performance and establish a culture of engagement that drives bottom-line results.

CCNG 195

CCNG Employee engagement Call Center Management 195

CCNG

DECEMBER 8, 2022

Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. in recent years as both the reasons for guests' calls and the methods for staffing have dynamically changed over the course of the pandemic. We are now in the U.S.

Call Center 195

Call Center CCNG Customer Care Engineering 195

CX Global Media

SEPTEMBER 10, 2018

At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 195