CCNG Customer Experience Employee engagement 
CCNG
NOVEMBER 22, 2023
Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%. Effective Rock-Solid Employee Engagement must be a part of the fabric of the organization.
CCNG
OCTOBER 26, 2024
These issues lead to unpredictable KPIs, disappointing customer experiences, and inflated operational costs. Efficient contact center operations are closely tied to employee engagement. Ultimately, these improvements lead to better customer experiences, higher agent satisfaction, and increased profitability.
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CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.
CCNG
OCTOBER 11, 2023
Do you think that employee has influenced your customer's experience on the phone? And the ramifications are that they are significantly less likely (58 percent) to purchase again and, if they were soured enough by their experience (62 percent) more likely to tell others to avoid buying from you, too. The answer is yes.
CCNG
JUNE 26, 2024
Leverage Technology for Feedback Analysis : Use advanced tools to collect and analyze customer feedback. This data is invaluable for making informed decisions that refine and enhance the customer experience. Foster a Culture of Transparency and Proactivity : Communicate openly with your customers, especially when issues arise.
CCNG
NOVEMBER 9, 2022
High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies.
CCNG
APRIL 20, 2022
Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?
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