CX Global Media

SEPTEMBER 10, 2018

Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. What are they?

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 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

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. If a leader is good at coaching, let them do the coaching piece of leadership on their team. Leadership plays a big part in this.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

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. How can I make coaching as effective when not in person? How can I make conversations personal over video?

Employee engagement

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. Machine learning and AI can add predictive and prescriptive guidance for the end-user.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The supervisor goes on, “So I’ll send this to you in the coaching form.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195