CCNG

NOVEMBER 22, 2023

Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%. Effective Rock-Solid Employee Engagement must be a part of the fabric of the organization.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

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

AUGUST 21, 2021

The strongest point of alignment between senior management and frontline leaders revealed in our survey was a consistent appeal for more training. Twenty-two percent of senior managers in our survey named training as the most useful thing provided specifically to supervisors to help them succeed.

CCNG 195

CCNG Contact Center Surveys 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

OCTOBER 11, 2023

If your company is small enough, this can be a survey asking: Do you feel you can be your authentic self at work? Just make sure you have the infrastructure and resources to absorb and action the information you gather from this surveying. There's little worse than asking people for their feedback and then doing nothing about it.

CCNG 195

CCNG Customer Experience B2C Finance 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. Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 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. Conflict Management.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63