CCNG

JANUARY 18, 2023

This requires managers to define the rules of agent engagement that enable agents to know which decisions to make in each type of customer engagement. It is a top-down approach, because it’s managers who define the processes and decisions needed to arrive at desired outcomes and then train agents in their use.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195