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.
CCNG
MARCH 8, 2023
You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.
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CX Global Media
JULY 11, 2019
David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. Through three decades of CCNG’s evolution, David has guided CCNG and its members through different modalities of facilitation and communication.
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.
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 ). Conflict Management. Difference Management. I participate in various events with different associations. Motivation. More than Sweet Dreams.
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