CCNG

MARCH 22, 2023

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development.

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Employee engagement CCNG First call resolution Contact Center 195

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. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members.

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CCNG Technology Employee engagement Government 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. Why should we care? Because things WILL get better.

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CCNG Employee engagement Consulting Consulting 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

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

NOVEMBER 9, 2022

Despite its unique impediments, contact center senior leaders should regularly examine the effectiveness of their employee engagement strategies. Celebrate everything—birthdays, work anniversaries, awards and performance milestones and other events via private and public communication and festivities.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

APRIL 3, 2024

When crises or difficult decisions arise, they're addressing informed colleagues who can contextualize events - not bewildered, embittered bystanders misled by disingenuous claims like "we're ethical" or "sustainability is a priority." Countering insular, us-vs-them cultures proves you truly view employees as one team united in purpose.

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Metrics Accountability Employee engagement Contact Center 195