CCNG

OCTOBER 26, 2024

Efficient contact center operations are closely tied to employee engagement. Research by the Harvard Business Review suggests that engaged contact center agents show 22% higher profitability due to their enhanced productivity and commitment to delivering timely and efficient customer service.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

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. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. Machine learning and AI can add predictive and prescriptive guidance for the end-user.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

MAY 27, 2021

culture, motivation, incentives, and employee engagement. A consultant works with you to create requirements documents that assess priorities for both functional and non-functional requirements. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. A Fortune 500 company launches their management cadence I have seen a well-known Fortune 500 company utilize this concept. It was a dismal failure.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195