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. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 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