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
AUGUST 16, 2023
Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.
CCNG
APRIL 19, 2023
Even better, make these equity sessions an inclusive exercise by including all supervisors. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.
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