CCNG

JANUARY 10, 2024

The supervisor that coaches the agent will listen to that same call and will check for accuracy in the information that the agent offers to the customer. If not, how will the supervisor coach the agent? Coaching can be more acceptable to a contact center agent. Will the scoring of the call be accurate?

Technology 195

Technology CCNG Coaching Contact Center 195

CX Global Media

SEPTEMBER 5, 2018

Your solution provider can be a key source for discovering the contact center best practices , so make sure their activity in contact center learning opportunities like networking events and education are part of your decision criteria. We just participated in a CCNG networking event which was absolutely phenomenal.

Best practices 174

Best practices Contact Center CCNG Coaching 174

CCNG

NOVEMBER 9, 2022

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Celebrate everything—birthdays, work anniversaries, awards and performance milestones and other events via private and public communication and festivities.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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. The half-day event was filled with sharing, learning and great idea exchange. After the event, I had an opportunity to chat with David.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

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. You hosted an event and had the opportunity to have all these different contact centers from around the area come in.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

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

CX Global Media

JULY 11, 2019

And building the six core competencies in contact center leadership is not an event, it’s a journey that requires a roadmap and success path. This is one of the reasons I developed the Contact Center Virtual Summit , to advance the traditional approach to educational conferences and event-type learning. David Hadobas CEO, CCNG.

Contact Center 120

Contact Center CCNG Morale Coaching 120