CCNG
MARCH 22, 2023
In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development. It starts at the top.
Callminer
JANUARY 23, 2019
CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends taking shape in 2019.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
NOVEMBER 22, 2023
Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%. Effective Rock-Solid Employee Engagement must be a part of the fabric of the organization.
Contact Center Pipeline
JULY 11, 2018
Employee engagement continues to top the lists of management challenges—and with good reason. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […].
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs. The importance of efficiency when onboarding and training agents.
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 Pipeline
DECEMBER 17, 2020
How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives. Google the term “employee engagement” and you’ll get 347 million results in less than one second, so it’s safe to say this is a topic […].
Speaker: Casey Kostecka, Convergent
Gamification is still a hot topic within the contact center world. 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.
Speaker: Dan Hale, Managing Director - Customer Care, Best Western
Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
The only sustainable way to get these human experiences is with employee engagement. Employee engagement requires great leadership. In this webinar, you will learn: How to improve employee retention while improving quality customer and prospective client interactions through engagement.
Advertisement
When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. Agent attrition has always been a burden on a company’s bottom line.
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
Speaker: Dave Hoekstra, Calabrio
The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.
Speaker: Jim Rembach, President of Call Center Coach
Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. You will also learn: The single most profound finding ever on employee engagement. The 6 biggest changes you must make for contact center success.
Expert insights. Personalized for you.
195 
Let's personalize your content