CCNG Coaching Study 
CCNG
JUNE 8, 2022
Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ? ? That’s so 2019… ? ?Many
CCNG
NOVEMBER 9, 2022
Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Engage employees continuously via coaching, polls, surveys and informal check-ins. A UnitedHealth Group study found that U.S.
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CCNG
JULY 10, 2024
A study by Salesforce found out that 73% of companies believe that providing superior customer experience is key to business growth. Supervisor Copilot: Empowered Coaching In today’s dynamic contact center landscape, Supervisor Copilot tools emerge as invaluable allies for team leaders.
CCNG
MARCH 30, 2022
Coach the agent for 20 minutes – check off the box and get the green dot. Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The agent agrees.
CCNG
APRIL 20, 2022
For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.
CCNG
APRIL 16, 2025
Full-spectrum coaching is the key. According to a study by the Journal of Applied Psychology, the productivity gap between top performers and their colleagues is staggering. It’s an achievable reality: if we embrace a robust coaching and training environment. Now, every agent needs to be an expert. Why Settle for Average?
CCNG
DECEMBER 4, 2024
A 2024 study by McKinsey & Company highlights this opportunity, indicating that optimizing contact center sales techniques and upselling strategies can increase new-customer conversion rates by 20% to 30%. Agents who lack the skills or confidence to identify upselling opportunities or close sales contribute to this lost revenue.
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