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CCNG

Coaching

First call resolution

Employee Engagement – Are Leaders Assuming Employees Are Engaged?

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

Employee engagement CCNG First call resolution Engineering

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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

Management Average Handle Time Self service First call resolution

Employee Engagement – Are Leaders Assuming Employees Are Engaged?

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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