CCNG

NOVEMBER 16, 2022

Re-engineer processes through the customer lens – Ultimately, customers want a seamless experience with excellent service. Walk in the shoes of your customer and evaluate every step along the way.

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. Because the culture hasn’t been re-engineered for the remote environment, the agent doesn’t feel emotionally engaged and is lonely. Does that make sense?”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

DECEMBER 4, 2024

Read the fourth article in this series to discover how better QA can transform your contact center into a powerful revenue-generating engine. Additionally, QA auditors can quickly pinpoint specific problem areas for each agent, providing targeted coaching to improve their sales techniques.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195

CCNG

NOVEMBER 6, 2024

Deliberately re-engineering strategies for the virtual work environment is critical. How leaders talk with, coach, and engage with employees and how employees interact in their virtual environment all must be re-engineered. It never will.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195