CCNG Texas Workforce Commission: Smarter Contact Center Hiring Decisions

From the desk of Dr. WFO:

Thank you to Candy Kothmann, North Texas Tele-Center Director of the Texas Workforce Commission, for hosting the first of the CCNG events in March.

The event covered the topic on making smarter hiring decisions; it was well-received by all who attended. Many other topics were discussed during the half-day session, including leadership development, work-at-home agents, and contact center metrics. The open town hall discussion with industry experts and practitioners shared great insights during the event.

We were a sponsor of the event and if you are not currently a member of CCNG or haven’’t attended a regional CCNG event, I highly encourage you to do so, and also recommend your contact center teams attend the regional events.

Developing your employees and future leaders is well worth the investment!

If you couldn’t make it to the event, you can watch this recently recorded webinar with IQPC on how to help your contact center get noticed by the rest of the business, by leveraging the goldmine of data and insights found in call recordings, interactions, and more.

You can also read my recent blog about the CCNG event with McGraw Hill or find out more about contact center performance at our website.

Roger Lee

Roger Lee, aka Dr. WFO, is an evangelist for Workforce Optimization and influences the strategic direction for our Qfiniti product suite. He brings 20+ years of industry experience managing contact centers, consulting and selling to contact centers. Roger's broad experience, coupled with an infectious passion for customer care, gives him a distinctive perspective that is always valuable. Roger advocates for balance, regularly touting the necessity for equal focus on people, process, and technology throughout all customer service initiatives.

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