CCNG
NOVEMBER 22, 2023
Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%. Effective Rock-Solid Employee Engagement must be a part of the fabric of the organization.
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.
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CCNG
AUGUST 21, 2021
The strongest point of alignment between senior management and frontline leaders revealed in our survey was a consistent appeal for more training. Twenty-two percent of senior managers in our survey named training as the most useful thing provided specifically to supervisors to help them succeed.
CCNG
OCTOBER 29, 2021
In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Use this time to double down on CX and emerge stronger tomorrow.
CCNG
OCTOBER 11, 2023
If your company is small enough, this can be a survey asking: Do you feel you can be your authentic self at work? Just make sure you have the infrastructure and resources to absorb and action the information you gather from this surveying. Do you feel you're empowered to make decisions? Do you feel that someone at work cares about you?
CCNG
OCTOBER 14, 2021
Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. Start with your customers’ voices and the friction points they articulate on calls, surveys, and social media. Where do you start?
CCNG
NOVEMBER 9, 2022
Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. A 2021 Gallup survey found that a mere 23% of U.S. Use game mechanics as a core component of your performance management and employee engagement strategy.
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