CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Unleash the full power of your systems and data. Gather in person.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Speaker: Casey Kostecka, Convergent

Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. June 12th / 11:00am PT / 1:00pm CT / 2:00pm ET

Gamification

CCNG

SEPTEMBER 3, 2020

Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.

Customer Care 369

Customer Care Gamification Contact Center Management 369

CCNG

JUNE 8, 2022

If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. They really couldn’t be called “true” gamification programs. ? ?This

Contact Center 195

Contact Center CCNG Gamification Coaching 195