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.
CCNG
NOVEMBER 9, 2022
Maintaining connectedness within a contact center has always presented unique challenges. 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.
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CCNG
APRIL 20, 2022
Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. Performance-based pay programs, to be effective, must align employee achievement to performance goals and apply impartially to others in the same role.?
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.
CCNG
MAY 27, 2021
Employee retention and engagement Onboarding and Training Performance Management Workforce Management workforce Optimization Quality Assurance Knowledge Management Agent Motivation, recognition, and gamification Idea Generator – Sounding Board You have a problem and do not know where to start?
CCNG
MARCH 30, 2022
This can also impact employee engagement and retention. Next the agent starts avoiding participating in the team chat when the supervisor is present. 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.
CCNG
APRIL 3, 2024
Undoubtedly, executives face pressures from investors and boards to present an idealized public face. 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.
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