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.

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CCNG Technology Employee engagement Government 195

CCNG

AUGUST 21, 2021

Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers. Your supervisors are the linchpins of your contact center’s success, and they are depending on you for the support they need to deliver.

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CCNG Contact Center Surveys Employee engagement 195

CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

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Contact Center CCNG Metrics 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. To demonstrate fidelity to this most fundamental tenet: • Be open and forthright about the organization's vision, strategy and status. A UnitedHealth Group study found that U.S.

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Gamification Customer Experience CCNG Employee engagement 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. We win where truth and trust gleam brightly — let it rise and shine.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Vicki Brackett is a long time CCNG member / advocate, recognized as a subject-matter expert on virtual/work-at-home environments and leadership development.

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Coaching CCNG Employee engagement Best practices 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. Great organizations understand that new strategies and skills are needed for the work-at-home and hybrid environments. It was a dismal failure.

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Coaching CCNG Average Handle Time Contact Center 195