CCNG

SEPTEMBER 27, 2023

This causes longer average speed of answer and higher abandonment rates. DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component. It’s here to stay, and it will get better over time.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. Ultimately, if your software cannot produce the required number of full-time equivalent (FTE) to meet your goal (service level or abandon rate) then it’s not a WFM platform. And that’s if you even know where to start!

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ Your business benefits from the experience and knowledge of skilled experts who are well-versed in customer experience management best practices.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

AUGUST 28, 2024

These technologies work in tandem to help contact centers automate various tasks, such as call scheduling, call routing, answering FAQs, integrating Customer Relationship Management (CRM) systems, gathering customer data in real-time, and more. This leads to reliable operations and consistent customer experience management.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 27, 2022

Operations managers monitor key performance indicators (KPIs) to assess agent efficiency. Providing quality training and supportive management eases their burden, leading them to feel more competent and less stressed. Average Abandon Rate: Total calls abandoned (dropped after 5 seconds in the queue) divided by total calls offered.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195