CCNG

JULY 7, 2021

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. In speaking with many executives over the years, they have questioned how these metric best practices evolved. His specialty area is Contact Center Optimization.

Best practices 195

Best practices Contact Center Metrics CCNG 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. This is what they do. This is what they do.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

AUGUST 2, 2023

My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact centre's success. Let's make this series a collaborative journey! Comment below with your thoughts, experiences, or even challenges you've faced in contact centre transformations.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

JULY 3, 2024

Your business benefits from the experience and knowledge of skilled experts who are well-versed in customer experience management best practices. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” However, the proper knowledge management technology, implemented with best practices, can bring very high return on investment, boost AX, and improve service quality and compliance. would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

JANUARY 22, 2025

Leading companies have moved beyond traditional metrics, focusing instead on agents innate qualities like a desire to help customers, tolerance for stress, critical thinking, and eagerness to learn. Misalignment leads to confusion, frustration, and wasted potential. Define the Ideal Agent: What does success look like?

CCNG 195

CCNG Call Center Contact Center Construction 195