CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.
CCNG
MARCH 4, 2021
With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work. The survey results led to this white paper on the 5 Reasons Performance-Based Training In Contact Centers Requires Automation.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
NOVEMBER 9, 2022
Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. A 2021 Gallup survey found that a mere 23% of U.S. Engage employees continuously via coaching, polls, surveys and informal check-ins.
CCNG
NOVEMBER 16, 2022
Customers are time-starved, so surveys may soon be a thing of the past. The Northridge Group team partner with CCNG as a corporate member providing insights on a variety of contact center and customer care topics including workforce management, coaching, training, customer experience and much more…
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.
CCNG
OCTOBER 6, 2020
I hesitantly agreed to hold large group meetings twice monthly, and we surveyed the broader group before we launched the new meeting cadence and again after some time to see if the increased frequency was having the desired effect. Those monthly meetings took a long time for me to plan, as well-executed virtual meetings usually do.
CCNG
FEBRUARY 14, 2024
We were surveying new hires almost daily to see where we could improve. Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS. We all know that people learn differently and at different paces. We had special tutors available for our remote agents when they arrived in nesting.
Expert insights. Personalized for you.
195 
Let's personalize your content