CCNG

AUGUST 21, 2021

No senior manager mentioned compensation as a “most useful thing that you or your organization provides specifically to supervisors to help them succeed.” The strongest point of alignment between senior management and frontline leaders revealed in our survey was a consistent appeal for more training.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

CCNG

OCTOBER 14, 2021

Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. Contact Center technology conferences -- Your contact center management software firm usually has an annual user conference. Where do you start?

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

JULY 12, 2020

Challenges of loneliness, lack of face-to-face communication, and long-term decline in employee engagement are issues that people should take seriously. Article contributed by CCNG member Brian Kearney, Founding Partner and CMO at 5th Talent International, LLC located in Aurora, Colorado.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 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. Gamify teamwork, productive behaviors, KPI performance and senior leadership engagement.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

APRIL 20, 2022

Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.? Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

NOVEMBER 1, 2023

Our insight into the intricacies of agent management and scheduling positions us to contribute significantly to strategic planning discussions. Two – Front Row Seats to Improve Agent Lives: Happy, engaged, fulfilled, and aligned (HEFA) employees are the backbone of any successful organization.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

CCNG

MAY 27, 2021

Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Try changing the manager-to-employee/worker ratios. Why do we suddenly promote a new first-level leader to manage 15 to 20 people?

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 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

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? Conflict Management. Difference Management.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CCNG

JUNE 19, 2024

The challenges reflected in abysmal workforce engagement and leadership trust levels are real. employees engaged and just 23% trusting their organizational leadership, the need to reverse these damaging trends is paramount. But so are the rewards of cultivating a workforce founded on trust, candor and mutual accountability.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

CCNG

NOVEMBER 6, 2024

Successful employee engagement is subjective. True employee engagement is a moving target with an ebb and flow—it’s constantly changing. Surveying employees twice a year isn’t a dynamic way of measuring true employee engagement. Employees don’t think of “engagement” like leaders do.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195