CCNG

MARCH 12, 2025

After all, when agents spend more time searching for answers than solving problems, it can lead to burnout and reduced morale and ultimately higher absenteeism and attrition. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? LOW MORALE Providing agents with the opportunity to give honest feedback can do wonders for addressing employee apathy that is the result of low office morale.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

JANUARY 18, 2023

The result can be higher turnover and lower morale. Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate. It leaves a lot of good agents and new hires to struggle with demonstrating their commitment and hard work. One way Contact Centers try to overcome feelings of inequality is culture building.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

FEBRUARY 1, 2023

It also causes decreased productivity and poor morale among associates who do show up and must fill in for absent coworkers. Vickie Schutze serves as the Director of the Contact Center and Customer Experience Practice at The Northridge Group, a CCNG member company. This has led to an industrywide decrease in absenteeism.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

JANUARY 4, 2023

Agents who are unsupported by “the cubicle next door” and by their knowledge systems are clearly going to provide lower-quality and slower service – and will suffer in terms of morale themselves. Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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 ). I participate in various events with different associations.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63