CCNG
JANUARY 10, 2024
As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. 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?
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.
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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. Dan McCann is CEO and Chief Learning Officer at SymTrain – a CCNG Corporate Member.
CCNG
NOVEMBER 9, 2022
The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Technology and data abound in contact centers but often aren't leveraged to their full extent.
Speaker: Roger Lee, VP Customer Success, Gridspace
Providing data-driven coaching in live calls. This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come. Monitoring calls for trends and KPIs in real-time.
CCNG
OCTOBER 12, 2022
If a leader is good at coaching, let them do the coaching piece of leadership on their team. This is also a good way for these combo team leaders to help mentor and coach their counterparts. Perhaps one leader wants to lead the coaching for the organization while the other one wants to eventually be a business analyst.
CCNG
SEPTEMBER 27, 2023
Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. Companies that can utilize the right technologies can do more with less. The business climate continues to rapidly change.
Speaker: Roger Lee, VP Customer Success, Gridspace
Providing data-driven coaching in live calls. This webinar will help you draft a technology plan to alleviate these pressures and set up your contact center for success for years to come. Monitoring calls for trends and KPIs in real-time.
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