CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Corporate Member.

CCNG 195

CCNG Contact Center Surveys Coaching 195

CCNG

APRIL 26, 2023

Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. I completed an intensive coaching program with High Performing Coach and am completing my Positive Intelligence certification. If this is resonating, let’s chat.

CCNG 195

CCNG Coaching Education Best practices 195

CCNG

APRIL 5, 2023

Triggers can be so deeply ingrained that it takes coaching or therapy to create awareness. Lisa Hammet is a CCNG guest blogger and founder of Success Coaching, a practice to help individuals who were struggling with chronic stress and unhealthy behavior due to the pandemic. This involves pausing to learn instead of reacting.

Management 195

Management CCNG Coaching Personalization 195

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. It should not be, and will not be, a quick fix to move challenging employees to another team because that supervisor may have solid coaching or interpersonal skills.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CX Global Media

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. Supporting the programming activities for the event came from the CCNG team, led by long-time contact center industry veteran, and president of CCNG, David Hadobas.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CX Global Media

SEPTEMBER 10, 2018

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. Who just hosted a fantastic event with CCNG. The post 5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement appeared first on Call Center Coach.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

NOVEMBER 16, 2022

The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more…

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. As the agent and the supervisor connect and talk across the video conferencing platform, the supervisor suddenly realizes that the coaching hasn’t taken place.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JULY 10, 2024

Supervisor Copilot: Empowered Coaching In today’s dynamic contact center landscape, Supervisor Copilot tools emerge as invaluable allies for team leaders. Supervisor Copilot tools offer a range of functionalities, from identifying performance trends to providing personalized coaching recommendations.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

MAY 27, 2021

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

OCTOBER 12, 2022

If a leader is good at coaching, let them do the coaching piece of leadership on their team. This is also a good way for these combo team leaders to help mentor and coach their counterparts. Perhaps one leader wants to lead the coaching for the organization while the other one wants to eventually be a business analyst.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

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. I knew then that the investment I made towards becoming a good virtual leader had paid off.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

SEPTEMBER 27, 2023

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 25, 2023

Coaching and Development – “Adapt Based on the Environment” The way your teams learn has now changed, so the way you coach, monitor, and develop your teams needs to change too. Are you setting your team leaders and your teams up to fail by not creating the capacity to coach, develop and communicate?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CCNG

FEBRUARY 14, 2024

Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS. Creative Strategies My organizations have set up SME teams utilizing special chat rooms to help both new and veteran agents get the answer faster or help with a process.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

MAY 11, 2022

However, most agents genuinely want to help the customer but many simply lack the proper training and coaching. There will always be rogue agents who do not follow the rules and should be dealt with. And what about leadership?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

DECEMBER 4, 2024

Additionally, QA auditors can quickly pinpoint specific problem areas for each agent, providing targeted coaching to improve their sales techniques. Strong QA programs can help transform an ineffective cost center into a powerful revenue-generating engine.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195

CCNG

NOVEMBER 6, 2024

How leaders talk with, coach, and engage with employees and how employees interact in their virtual environment all must be re-engineered. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. It never will.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195