CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Engage employees continuously via coaching, polls, surveys and informal check-ins. A UnitedHealth Group study found that U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 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

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The agent agrees.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 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