Remove Abandon rate Remove Business Process Outsourcing Remove CCNG
article thumbnail

Transforming Customer Experience with Contact Center Automation

CCNG

This results in enhanced customer experience, reduced abandonment rates and improved overall customer service quality. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

article thumbnail

Understanding the Shift: Why Businesses are Embracing Contact Center Outsourcing

CCNG

The airline faced several challenges and struggled to meet growing customer expectations: Poor service quality Low CSAT scores High call abandonment rates Our experts performed a root cause analysis of training, QA, and scheduling and identified several improvement opportunities.