CX Global Media

SEPTEMBER 10, 2018

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. The employee has to own part of their engagement as well at Coca-Cola – Click to Tweet .

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

MAY 30, 2024

Ultimately, if your software cannot produce the required number of full-time equivalent (FTE) to meet your goal (service level or abandon rate) then it’s not a WFM platform. This allows you to know, based on the latest information, if you’ll be able to meet your service level and abandon rate goals for today.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

SEPTEMBER 27, 2023

Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. 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.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MARCH 8, 2023

Working together to find practical alternatives that help meet customer demands while providing employees with clear expectations can open the door for further collaboration. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

APRIL 9, 2025

No arbitrary time limits, no rushing customers off the phone. When agents arent pressured to meet a stopwatch, they can actually listen, understand, and resolve issues the right way. More trust, fewer repeat calls, and a better experience for both the customer and the agent.Before you say, Sure, Rick. How can this be?

CCNG 195

CCNG Average Handle Time Contact Center Consulting 195

CCNG

FEBRUARY 26, 2025

Whether its creating targeted summaries or attending other departments meetings, proactive collaboration pays dividends. Story Spark : Think about John, a liaison who attended a product development meeting. This cross-pollination avoids silos and ensures everyones on the same page.

Best practices 195

Best practices Contact Center CCNG Telecommunications 195

CCNG

APRIL 16, 2025

But what if we could shift that curve to meet our new reality? Kathryn (Kay) Jackson is an expert in the contact center industry, a long time CCNG member and regular contributor in CCNG member programs and events, and the Co-Founder of ResponseLearning Corporation. Imagine a team where everyone performs at an expert level.

CCNG 195

CCNG Coaching Education Feedback 195

CCNG

JANUARY 22, 2025

One leading company aligned every meeting agenda to its mantra: associates first, customers second, and business issues third. Inspire Action Through Stories Lets take a moment to meet Sarah, a new call center agent in a leading organization. Build Trust and Accessibility: Adopt an open-door policy.

CCNG 195

CCNG Call Center Contact Center Construction 195

CCNG

NOVEMBER 6, 2024

So if leaders want employees to be engaged, admitting that they may not be meeting the engagement level that the employees are looking for is a good strategy as it will demonstrate a leader’s transparency. Have team meetings to discuss ideas. Delegate someone from each team meeting to bring those ideas to a larger focus group.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195

CCNG

FEBRUARY 12, 2025

Share Internally & Externally: Internal: Use company meetings, team briefings, and email updates. External: Publish results through blogs, case studies, and customer success stories. Ask these questions at your next team meeting: Whats one customer complaint we could fix this month?

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195