CCNG

SEPTEMBER 3, 2020

In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment. Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years.

Customer Care 369

Customer Care Gamification Contact Center Management 369

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

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

APRIL 20, 2022

Contact centers with advanced data management capabilities can easily leverage performance-based compensation strategies. Greg Salvato is a CCNG member and CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

SEPTEMBER 27, 2023

Different ideas are constantly emerging as the new go-to strategy. GETTING PRACTICAL Amid contact centers scrambling to utilize omnichannel while engaging employees with gamification software and IT departments driving toward AI solutions, helping the agent to find the answers quickly for customers seems to have fallen by the wayside.

Management 195

Management Average Handle Time Self service CCNG 195