CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Corporate Member.

CCNG 195

CCNG Contact Center Surveys Coaching 195

CCNG

APRIL 26, 2023

Employers must educate staff on self-care and stress management best practices , and allow time for each. Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. For example, team meetings are every Tuesday. If this is resonating, let’s chat.

CCNG 195

CCNG Coaching Education Best practices 195

CCNG

APRIL 19, 2023

They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

CX Global Media

SEPTEMBER 10, 2018

Contact centers are built on processes and systems that need to be managed and led. 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.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

NOVEMBER 16, 2022

Leverage Data – Big data can be powerful if managed effectively. The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more…

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Use game mechanics as a core component of your performance management and employee engagement strategy.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

OCTOBER 12, 2022

Could creative organizational structures be a way to create new and dynamic management-to-employee ratios in a way that helps drive employers’ career development, employee satisfaction, and retention? Try changing the manager-to-employee/worker ratios. Why do we suddenly promote a new first-level leader to manage 15 to 20 people?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

APRIL 20, 2022

Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.? Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

JULY 10, 2024

Supervisor Copilot: Empowered Coaching In today’s dynamic contact center landscape, Supervisor Copilot tools emerge as invaluable allies for team leaders. These AI-powered tools offer insights and capabilities vital for effectively managing remote and hybrid teams, driving superior performance and operational efficiency.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

OCTOBER 6, 2020

At the time, as Director of the global learning group, I was only holding large group meetings monthly and relying on the managers of the teams to hold weekly meetings to keep groups connected. As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

FEBRUARY 14, 2024

Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. It seemed that in these busy times, the training manager would ask if the minimum test scores for new hires could be lowered so that we could get them on the floor more quickly and meet our staffing requirements.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

MAY 11, 2022

Some are seeking longer tenure and career advancement into management, while others do not see themselves working in a call center long-term. Career path - Be more assertive about promoting the idea of career advancement, increases in pay, management positions, and so on. If you interact with call center agents in the U.S.,

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

APRIL 16, 2025

Full-spectrum coaching is the key. In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. It’s an achievable reality: if we embrace a robust coaching and training environment. Why Settle for Average? Lets look at each one.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

JANUARY 22, 2025

Commit to Visible Values: Managers and agents alike should live by the organizations core values. Coaching sessions tied to clear goals foster growth and confidence. Though invisible, it shapes every decision and action. Successful call centers invest in cultivating a culture where agents feel empowered and valued.

CCNG 195

CCNG Call Center Contact Center Construction 195

CCNG

NOVEMBER 6, 2024

An employee’s view of employee engagement is based on their last interaction with their manager, hearing the CEO’s company address, or their interaction with HR or the benefits department. Employees know how they “feel” about work, a manager, or a situation. Employees don’t think of “engagement” like leaders do. It never will.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195