CCNG Coaching Contact Center 
CCNG
JUNE 8, 2022
If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. Customized modern performance management systems ? ? ?These
CX Global Media
SEPTEMBER 5, 2018
I’ve been very fortunate to have gained different perspectives in the contact center industry. Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria.
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CCNG
JULY 10, 2024
Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Contact centers have stepped up with self-service options, but they don’t always hit the mark. Introducing Generative AI (GenAI), the innovative force reshaping self-service in today’s contact centers.
CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. Soon, the Bad News Bears stigma will come to an end in your contact center.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. culture, motivation, incentives, and employee engagement.
CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. How can I make coaching as effective when not in person? How can I make conversations personal over video?
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
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