CCNG

MARCH 4, 2021

With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Corporate Member.

CCNG 195

CCNG Contact Center Surveys Coaching 195

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. The People area includes things such as how your hire your team members, train them, and coach them.

CCNG 195

CCNG Coaching CRM Accountability 195

CCNG

NOVEMBER 16, 2022

The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more…

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

OCTOBER 12, 2022

If a leader is good at coaching, let them do the coaching piece of leadership on their team. This is also a good way for these combo team leaders to help mentor and coach their counterparts. Perhaps one leader wants to lead the coaching for the organization while the other one wants to eventually be a business analyst.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

MARCH 30, 2022

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. As the agent and the supervisor connect and talk across the video conferencing platform, the supervisor suddenly realizes that the coaching hasn’t taken place.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. In the digitized coaching scenario, agents can rate the value of support delivered by their supervisors in real time.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

SEPTEMBER 27, 2023

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

MAY 27, 2021

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

OCTOBER 6, 2020

As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care. I knew then that the investment I made towards becoming a good virtual leader had paid off.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CCNG

JANUARY 25, 2023

Coaching and Development – “Adapt Based on the Environment” The way your teams learn has now changed, so the way you coach, monitor, and develop your teams needs to change too. Are you setting your team leaders and your teams up to fail by not creating the capacity to coach, develop and communicate?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CCNG

NOVEMBER 8, 2023

Agents need coaching to improve weaker skills - get the AI to advise and guide what needs to be improved. Supervisors need to monitor for difficult encounters so they can maintain quality - get the AI to listen to everything and alert the supervisor to what needs checking. Use AI for specific tasks where it can act as an assistant.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

CCNG

FEBRUARY 14, 2024

Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS. Creative Strategies My organizations have set up SME teams utilizing special chat rooms to help both new and veteran agents get the answer faster or help with a process.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

JUNE 8, 2022

Video communication training systems for front-line agent training, meetings, and one-on-one coaching ? ? ?Due Many of our clients and other contact center enterprises are embracing video capabilities for their agents for new-hire on-boarding, platform training, mentoring, coaching, and more. ? ? That’s so 2019… ? ?Many

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

MAY 11, 2022

However, most agents genuinely want to help the customer but many simply lack the proper training and coaching. There will always be rogue agents who do not follow the rules and should be dealt with. And what about leadership?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CX Global Media

AUGUST 28, 2018

I witnessed first-hand the power of community when I attended a CCNG networking event at Coca-Cola Consolidated’s contact center in Charlotte, North Carolina. Supporting the programming activities for the event came from the CCNG team, led by long-time contact center industry veteran, and president of CCNG, David Hadobas.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

CX Global Media

SEPTEMBER 5, 2018

Because I know how valuable it can be to you, I was thrilled to meet up with Daniel Weiss of 8×8 at a CCNG networking event Coca-Cola Consolidated’s contact center in Charlotte, North Carolina and ask him some questions about his participation and what he learned. Here is an edited transcript of my interview. Thanks Daniel. Please Share.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. The post 5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement appeared first on Call Center Coach.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120