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Employee Engagement – Are Leaders Assuming Employees Are Engaged?

CCNG

Successful employee engagement is subjective. True employee engagement is a moving target with an ebb and flow—it’s constantly changing. Surveying employees twice a year isn’t a dynamic way of measuring true employee engagement. Employees don’t think of “engagement” like leaders do.

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Return to Office (RTO) Mandates – Are We Focusing On the Wrong Solution?

CCNG

I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement. Would leaders’ time and efforts be better spent on addressing how to improve their culture , regardless of where they work?

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The Efficiency Equation: Tackling Hidden Costs in Contact Centers

CCNG

Efficient contact center operations are closely tied to employee engagement. Research by the Harvard Business Review suggests that engaged contact center agents show 22% higher profitability due to their enhanced productivity and commitment to delivering timely and efficient customer service.

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5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

CX Global Media

Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula. What are they?

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Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.

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Work at Home: Focusing on the People Issues

CCNG

In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

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Evaluating Your Contact Center Disciplines

CCNG

The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Our business requires us to be an expert in not just running a contact center but also recruitment, logistics, employee engagement, budgets and the evolving technology marketplace. Where do you start?