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

CCNG

NOVEMBER 16, 2022

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!

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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

Speaker: Dave Hoekstra, Calabrio

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 customer care. How can I make coaching as effective when not in person? How can I make conversations personal over video?

Employee engagement

CCNG

SEPTEMBER 27, 2023

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 CUSTOMER CARE But the added cost doesn’t end there. Once the customer states the reason for calling, the agent needs to find the answer.

Management 195

Management Average Handle Time Self service First call resolution 195

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. Additional Resources. Infographic – Contact Center Agent to Supervisor Success Path.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185