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. Technology and data abound in contact centers but often aren't leveraged to their full extent.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. To be truly successful, work-at-home culture has to evolve and be cultivated to support any process or technology. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. Does that make sense?” The agent agrees.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

APRIL 20, 2022

Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. 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.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

OCTOBER 12, 2022

If a leader is good at coaching, let them do the coaching piece of leadership on their team. This is also a good way for these combo team leaders to help mentor and coach their counterparts. Perhaps one leader wants to lead the coaching for the organization while the other one wants to eventually be a business analyst.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. Companies that can utilize the right technologies can do more with less. The business climate continues to rapidly change.

Management 195

Management Average Handle Time Self service CCNG 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. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

APRIL 16, 2025

Full-spectrum coaching is the key. It’s an achievable reality: if we embrace a robust coaching and training environment. But if you really want to bridge the performance gap, focus on continuous coaching and training. Modeling: Show How It’s Done Next up is modeling, where coaches demonstrate expert behaviors.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

JANUARY 22, 2025

Train for Success: Balance soft skills, like empathy and communication, with hard skills, like technology proficiency. Coaching sessions tied to clear goals foster growth and confidence. Use simulation and mentoring to bring the training to life. The bridge to your agents success is waiting to be built.

CCNG 195

CCNG Call Center Contact Center Construction 195