CCNG Coaching Contact Center Personalization 
CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team. At times these moves can be done abruptly, resulting in little analysis of current team structures and impact.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. culture, motivation, incentives, and employee engagement.
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CCNG
NOVEMBER 9, 2022
Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Gather in person.
CCNG
SEPTEMBER 27, 2023
Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. How can I make conversations personal over video? How can I make coaching as effective when not in person?
CCNG
APRIL 20, 2022
This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Truth At The Core Contact centers depend on a wide range of technologies to operate effectively. Contact centers with advanced data management capabilities can easily leverage performance-based compensation strategies.
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.
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