CCNG

NOVEMBER 27, 2024

I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement. Even though almost 70% of all respondents agreed with our statement in our poll, there was a gap between the groups on how much they agreed.

CCNG 195

CCNG Employee engagement Call Center Management 195

CCNG

JUNE 26, 2020

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. CCNG hosts regular virtual town hall meetings each month to bring to surface topics, challenges and recommendations from the members.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

CCNG

AUGUST 21, 2021

Assemble representatives for all relevant stakeholder groups to evaluate the feedback and create and implement a plan that corrects the deficiencies and capitalizes on strengths. Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Gamify teamwork, productive behaviors, KPI performance and senior leadership engagement. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. The Speaker Lineup for the Leadership that Engages sessions are: OPENING SESSION – Leadership that Engages in Contact Centers.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

JUNE 19, 2024

Combine employee satisfaction, turnover rates, and other people-focused KPIs with performance-based outcomes into both frontline and senior leader performance scorecards to strengthen connection, shared purpose, and accountability. The challenges reflected in abysmal workforce engagement and leadership trust levels are real.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Beyond Morale

SEPTEMBER 30, 2013

Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). You may be asking, what’s the difference between customer-centric employee engagement and employee engagement? Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63