CCNG

OCTOBER 26, 2024

Poorly defined performance standards make performance management subjective and inconsistent, complicating efforts to motivate and engage call center teams. A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

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. Would leaders’ time and efforts be better spent on addressing how to improve their culture , regardless of where they work?

CCNG 195

CCNG Employee engagement Call Center Management 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. To help companies who are considering a WAH model, 5th Talent is conducting a study to understand the situation from the agents’ and supervisors’ point of view.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies.

Gamification 195

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. Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. A Fortune 500 company launches their management cadence I have seen a well-known Fortune 500 company utilize this concept.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195