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I was introduced to the system when Joachim “Joe” Rogers , the senior director of customercare for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. Additional Resources. Infographic – Contact Center Agent to Supervisor Success Path.
Customer centricity and transformational cost reduction can be realized through a passionate focus on the end-to-end experience and breaking through all of the barriers that stand in your way!
For example, engagement among customer service agents is demanding due to the one-to-one nature of customercare, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.
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.
As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customercare. How can I make coaching as effective when not in person? How can I make conversations personal over video?
As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customercare. I knew then that the investment I made towards becoming a good virtual leader had paid off.
When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. ADDING MORE COSTS TO CUSTOMERCARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer.
David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customercare management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.
Coaching sessions tied to clear goals foster growth and confidence. Some organizations even involve applicants in a day in the life experience before hiring them to set realistic expectations. Consistent Feedback : Monthly performance reviews with both qualitative and quantitative feedback help agents stay on track.
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.
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