CCNG

AUGUST 28, 2024

So, let’s dive into the realm of contact center automation, exploring how contact centers are leveraging advanced technologies to revolutionize operations and deliver great customer experience and the significant benefits they stand to gain from this digital-first approach.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 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

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. This causes longer average speed of answer and higher abandonment rates. Companies that can utilize the right technologies can do more with less.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

JULY 27, 2022

Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center. 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