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
JUNE 29, 2021
It is essentially a “deep-dive” into the procedural documentation, order management, reporting, corrective transactions, complaint handling, records retention, and training documentation for a specific sub-team in the Customer Service department. The ISAs are conducted once per quarter, with the prep work beginning six-weeks prior to the ISA.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
APRIL 19, 2023
This approach will allow supervisors to effectively and efficiently manage their teams. The team will have confidence their supervisor is managing with integrity and fairness. Also, contact centers should ensure each supervisor/team manager has the skills, attitudes, zeal, and basic desire to manage people.
CCNG
AUGUST 16, 2023
Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.
Expert insights. Personalized for you.
195 
Let's personalize your content