CCNG

SEPTEMBER 20, 2023

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Contact Center 195

Contact Center CCNG Metrics 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. Contact centers should gather and mine employee feedback at every logical opportunity.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

MARCH 30, 2022

This can also impact employee engagement and retention. Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. If you could, all customer service, technical support, and sales organizations would be hitting their metrics.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. 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.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Speaker: Casey Kostecka, Convergent

Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful.

Gamification

CCNG

APRIL 3, 2024

For too long, organizations have paid lip service to platitudes like "we're all in this together" and "our employees are our greatest asset." Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. With only 30% of U.S.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

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