CCNG

DECEMBER 20, 2023

Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The End of Human Interaction in Call Centers? Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

JANUARY 25, 2023

Leadership – “Form More Personalized Connections” Now more than ever, it’s critical that leaders form more personalized connections with their teams. Garry Gormley is Founder, CEO - FAB Outsourced Solutions based in Manchester, England, UK. Slack, Teams, etc.), Not only that, but how supported they feel in the pursuit of these.

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CCNG

OCTOBER 6, 2020

Identifying communication and energy preferences does not have to be an arduous task; I simply asked each person their primary and secondary communication preferences, and when they typically felt the most energy to complete work (or when their ideal time to work was), and then noted it in an Excel sheet.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

OCTOBER 19, 2022

Oracle, 2022) The top three reasons a consumer would trust a brand are the quality of the product (66%), personal experience with the brand (53%), and consistency (32%). NICE inContact, 2018) Contact center performance drives both loyalty and churn. said they are likely to switch after a negative call center experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

JULY 11, 2019

The Speaker Lineup for the Leadership that Engages sessions are: OPENING SESSION – Leadership that Engages in Contact Centers. David Hadobas CEO, CCNG. David Hadobas shares contact center industry opportunities on leadership and engaging employees in contact centers and common mistakes to avoid.

Contact Center 120

Contact Center CCNG Morale Coaching 120