CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

CCNG

OCTOBER 29, 2021

In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Use this time to double down on CX and emerge stronger tomorrow.

CCNG 195

CCNG Employee engagement Consulting Consulting 195

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Employee Engagement and Development As leaders, we were faced with several challenges this year.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

SEPTEMBER 20, 2023

CCNG member Dan Smitley has been in the contact center space for over 20 years, starting as a tech support analyst for a dial-up internet company. Most of his career has been in WFM where he’s excelled at leading culture driven teams and championing employee engagement for frontline agents.

Contact Center 195

Contact Center CCNG Metrics Employee engagement 195

CCNG

JUNE 26, 2020

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.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

CCNG

OCTOBER 11, 2023

If you're a larger company, you'll likely benefit from more robust tools that help decipher your employees' responses, prioritize which issues to tackle and even suggest what action to take. Great customer experiences depend upon employees who are happy and truly engaged in their workplace.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

AUGUST 21, 2021

Greg Salvato is CEO of CCNG member TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers. Your supervisors are the linchpins of your contact center’s success, and they are depending on you for the support they need to deliver.

Contact Center 195

Contact Center CCNG Surveys Employee engagement 195

CCNG

OCTOBER 14, 2021

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. Last, but very much not least, ask CCNG. Where do you start? I would advocate you start with your own values and culture in your center.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

CCNG

SEPTEMBER 23, 2020

Creating a seamless experience for our customers increases loyalty, decreases our costs and creates better employee engagement. Customer Experience is the end-to-end interaction that customers have with us from being a prospect to buying our products and services to paying for them and everything in between.

CCNG 195

CCNG outsourcing Employee engagement Consulting 195

CCNG

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Gamify teamwork, productive behaviors, KPI performance and senior leadership engagement. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

NOVEMBER 1, 2023

Four – Lead with Expertise and Influence: As WFM leaders, we possess a wealth of knowledge and experience in optimizing operations, enhancing customer experiences, and driving employee engagement. By confidently showcasing our expertise and providing strategic recommendations, we can shape discussions and guide decision-making.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

CCNG

JULY 12, 2020

Challenges of loneliness, lack of face-to-face communication, and long-term decline in employee engagement are issues that people should take seriously. Article contributed by CCNG member Brian Kearney, Founding Partner and CMO at 5th Talent International, LLC located in Aurora, Colorado.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

CCNG

APRIL 20, 2022

Truth In Compensation Research indicates that compensation models that tie individual performance to rewards and financial incentives positively impact job satisfaction, employee engagement, organizational commitment and trust in management. We win where truth and trust gleam brightly — let it rise and shine.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

OCTOBER 12, 2022

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Vicki Brackett is a long time CCNG member / advocate, recognized as a subject-matter expert on virtual/work-at-home environments and leadership development.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

CCNG

MAY 27, 2021

culture, motivation, incentives, and employee engagement. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. There are well over 120 workstream affected when you move agent’s home. A work from home expert can process the change and training needed for success.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box. It was a dismal failure. Will you be that leader?

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

JANUARY 25, 2023

For practical steps your organization can implement to promote employee engagement, read our article: 7 Drivers of Employee Engagement Are You Fostering the ‘Souring Process’? You need to be engaging for your teams to engage. Are you looking for tips on how to improve employee engagement?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

CCNG

JUNE 19, 2024

The challenges reflected in abysmal workforce engagement and leadership trust levels are real. employees engaged and just 23% trusting their organizational leadership, the need to reverse these damaging trends is paramount. But so are the rewards of cultivating a workforce founded on trust, candor and mutual accountability.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

CCNG

APRIL 3, 2024

The challenges reflected in abysmal workforce engagement and leadership trust levels are real. employees engaged and just 23% trusting their organizational leadership, the need to reverse these damaging trends is paramount. But so are the rewards of cultivating a workforce founded on trust, candor and mutual accountability.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Beyond Morale

SEPTEMBER 30, 2013

Two of my most active associations are the Customer Experience Professionals Association ( CXPA ) and the Call Center Network group ( CCNG ). You may be asking, what’s the difference between customer-centric employee engagement and employee engagement? Without customers they would not exist.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

CX Global Media

SEPTEMBER 10, 2018

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?

Employee engagement 185

Employee engagement CCNG Contact Center Education 185

CCNG

JULY 7, 2015

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. After some discussion about the numbers, I suggested that doing so would be a mistake.

Consulting 150

Consulting Consulting Employee engagement Customer Service 150

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

JUNE 1, 2015

Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak.

Employee engagement 150

Employee engagement 150

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. The Speaker Lineup for the Leadership that Engages sessions are: OPENING SESSION – Leadership that Engages in Contact Centers.

Contact Center 120

Contact Center CCNG Morale Coaching 120