CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

JUNE 8, 2022

Due to cost and the fact that many contact center agents worked in the center (with in-person training), most video training systems often were reserved for contact center leadership rather than front-line agents. ? ?That’s Gamification solutions that engage agents and align/reinforce performance targets ? ? ?Gamification

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Gather in person. Greg Salvato is a CCNG member and regular contributor, CEO of TouchPoint One LLC based in New Albany, OH.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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? A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. More complex processes like performance reviews, quality and compliance audits, and even gamification provide similar opportunities to gather, analyze, and act on named or anonymous employee feedback in a structured, systematic way.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

SEPTEMBER 27, 2023

When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. This can add another 30 to 45 seconds to the call.

Management 195

Management Average Handle Time Self service First call resolution 195