CCNG Contact Center Management Morale 
CCNG
MARCH 8, 2023
As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? We missed the warning signs during their interviews," is what one contact center leader once told me.
CCNG
JANUARY 4, 2023
Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted partner in providing the things that they need and want in their lives.
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CCNG
JANUARY 18, 2023
One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. That is because empowerment is made up of two equally important components, and right now, almost every Contact Center in the world has only one. One that managers can realize maximum ROI?
Beyond Morale
SEPTEMBER 30, 2013
I spend a lot of my life working with customer experience and contact center leaders. Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). Conflict Management. Difference Management. Everybody is looking for it.
CX Global Media
JULY 11, 2019
The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.
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