CCNG

FEBRUARY 8, 2023

Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor on Town Hall member events. For full access to this Town Hall recording and other past CCNG programs, please visit our BrightTalk channel - Contact Center and Customer Care Best Practices.

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Service level CCNG Contact Center Healthcare 195

CCNG

NOVEMBER 22, 2023

Leverage employee strengths to spread best practices and show employees that you value their knowledge. This surge of enthusiasm cascades into the realm of the overall customer experience, and provides a treasure trove of benefits for both customers and the company's long-term stability.

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Employee engagement CCNG Best practices Surveys 195

CCNG

JUNE 26, 2020

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

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CCNG Employee engagement Best practices Customer Care 195

CCNG

JULY 11, 2020

In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success.

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CCNG Benchmark Contact Center Customer Care 195

Speaker: Dave Hoekstra, Calabrio

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care. The topics discussed during this webinar replay include: Do I need to score more calls when my agents are working from home?

Employee engagement

CCNG

MAY 27, 2021

Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams. Promote positive change – Catalyst for change – create a solution Consultants are expert change agents.

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Consulting Consulting Contact Center Gamification 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful.

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Contact Center CCNG Best practices Government 221