CCNG
JULY 5, 2023
Throughout my career I’ve had the opportunity to lead and network with some amazing individuals and from time to time they have asked what it takes to move from Manager to Director. I’ve seen plenty of individual contributors get promoted to managers, not because they are solid leaders but because they are great contributors.
CCNG
APRIL 26, 2023
Employers must educate staff on self-care and stress management best practices , and allow time for each. Lisa Hammett is a new CCNG contributor, a Wellness Coach helping thousands of members achieve their health and wellness objectives. For example, team meetings are every Tuesday. If this is resonating, let’s chat.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
SEPTEMBER 17, 2020
Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems. Finally, the Systems cornerstone includes things like having integrated systems and using a mature Customer Relationship Management (CRM system.)
CCNG
APRIL 19, 2023
This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness. Also, contact centers should ensure each supervisor/team manager has the skills, attitudes, zeal, and basic desire to manage people.
CCNG
JULY 19, 2023
Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. But you still have to account for work that is conducted and not captured in any system or documentation. WFM isn’t just for the contact center anymore.
CCNG
NOVEMBER 9, 2022
The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Create an environment of trust, transparency and accountability. Maintain the accelerated pace of digital transformation.
CCNG
APRIL 20, 2022
Implementing a performance management system with a robust data architecture that automates data integration and delivers performance intelligence to any business stakeholder is vital.? Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.
Expert insights. Personalized for you.
195 
Let's personalize your content