CCNG

MARCH 22, 2023

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Vicki shares that when employees don’t feel engaged at work, there is a negative chain reaction of events that affect every KPI in the organization. It starts at the top.

Employee engagement 195

Employee engagement CCNG First call resolution Contact Center 195

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Everyone Wants the Same Thing The company and the contact center agents both want the correct updated information to offer to customers. Coaching can be more acceptable to a contact center agent.

Technology 195

Technology CCNG Coaching Contact Center 195

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Customer phone calls cost the company more money. Once the customer states the reason for calling, the agent needs to find the answer. Different ideas are constantly emerging as the new go-to strategy.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 31, 2024

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Recognized as a subject-matter expert on virtual/work-at-home environments and leadership development.

CCNG 195

CCNG Self service Best practices Chatbots 195