CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. Machine learning and AI can add predictive and prescriptive guidance for the end-user.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. HR was involved with a new cadence of verbal and written warning documents that aligned with this new management strategy. Coach the agent for 20 minutes – check off the box and get the green dot. It was a dismal failure. Does that make sense?” The agent agrees.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 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