CCNG

OCTOBER 26, 2024

A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies. Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

CCNG

MARCH 1, 2023

An agent drained and taxed is thoroughly challenged to deliver empathetic customer service even when it’s needed most. A customer in need of a good, empathetic experience is an opportunity that matters; when that moment is missed, customer loyalty suffers. Deploy technology that allows the agent to focus on the customer.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

AUGUST 23, 2023

By understanding these factors, organizations can tailor their services and offerings to better meet customer needs. Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

FEBRUARY 21, 2024

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center).

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

MARCH 30, 2022

To make matters worse, the agent’s average handle time goes up because the agent is discouraged and types or talks slower. If you could, all customer service, technical support, and sales organizations would be hitting their metrics. I’d sure appreciate it.” The agent agrees. Will you be that leader?

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

MARCH 23, 2021

Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time. Elastic customer service means companies can scale customer service up or down according to customer demand without ballooning costs, training new agents, offshoring, or planning seasonal fluctuations.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

JANUARY 4, 2023

This sort of performance failure can lead to customer dissatisfaction, complaints, and defections. Also of great concern, over four in ten respondents reported their greatest pain points include situations in which different customer service agents give different answers. CSRs Providing Different Answers. would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195