CCNG

OCTOBER 26, 2024

These issues lead to unpredictable KPIs, disappointing customer experiences, and inflated operational costs. A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies. Efficient contact center operations are closely tied to employee engagement.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. Roger Lee is VP Customer Success for Gridspace and long time CCNG member and advocate.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. By understanding these factors, organizations can tailor their services and offerings to better meet customer needs.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

MARCH 1, 2023

Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent. Deploy technology that allows the agent to focus on the customer. Avoid a myopic focus on efficiency metrics.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

SEPTEMBER 27, 2023

It seems logical that the average time could be reduced if customer-facing agents could find the answer at conversational speed without having to scroll through articles, frantically trying to find the right information.With a reduced average handle time, the contact center would be able to handle these calls with a lower headcount.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

APRIL 12, 2023

Customer satisfaction, customer experience, automation, longer than acceptable hold times, call abandonment, or possibly all of the above? Not average handling time or other internal metrics. Is the customer able to find the resolution quickly and efficiently?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195