CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. Efficient contact center operations are closely tied to employee engagement.
CX Global Media
OCTOBER 22, 2018
For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. Attend and learn how to get and keep employees engaged and wanting to work for you.
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Callminer
JANUARY 23, 2019
CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends taking shape in 2019.
CX Global Media
FEBRUARY 26, 2019
The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. Taking place from May 19 th through June 2 nd , this event features a focus on frontline agent performance during the entire contact center agent life cycle.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs. The importance of efficiency when onboarding and training agents.
Call Center Weekly
SEPTEMBER 26, 2018
If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. As an employee engagement advisory board member, I realize employees have different motivation.
CX Global Media
SEPTEMBER 10, 2018
Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. Especially when you talk about a discipline such as the contact center.
Speaker: Casey Kostecka, Convergent
Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote.
Speaker: Dan Hale, Managing Director - Customer Care, Best Western
Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
The only sustainable way to get these human experiences is with employee engagement. Employee engagement requires great leadership. In this webinar, you will learn: How to improve employee retention while improving quality customer and prospective client interactions through engagement.
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When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. Agent attrition has always been a burden on a company’s bottom line.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You will also learn: The single most profound finding ever on employee engagement. The 6 biggest changes you must make for contact center success.
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