CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

CCNG 195

CCNG Technology Employee engagement Government 195

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. What’s concerning is that Gallup's 2023 State of the Global Workplace Report and other recent studies report that a staggering 69% of employees in the U.S.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. Unleash the full power of your systems and data.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. When leaders are passionate and feel good about what they do, it affects how they lead and how enthusiastic they are, and that can build confidence in frontline employees and workers.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. If you could, all customer service, technical support, and sales organizations would be hitting their metrics. A Fortune 500 company launches their management cadence I have seen a well-known Fortune 500 company utilize this concept. It was a dismal failure.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

JUNE 1, 2015

Before I opened a training company, I worked on the frontlines of customer service. I have had positions with direct face-to-face customer service in hospitality, retail, and food and beverage positions. There was a period I answered phones in a call center.

Call Center 150

Call Center Customer Service Employee engagement 150

CCNG

JULY 7, 2015

Their customers only … Continue reading Who Really Delivers Your Brand? A few years ago, I was doing consulting work for a well-known department store chain. They were doing well and were also looking to cut costs. One of the ideas was to contract out their delivery drivers.

Consulting 150

Consulting Consulting Employee engagement Customer Service 150