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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Key Features of a KMS Heres what makes a KMS the game-changer in todays contact centers: Speed of Delivery: Unlike traditional document holders, a KMS is designed to deliver answers within seconds. Closing Thoughts This isnt your mothers contact center anymore. Some systems even leverage Generative AI.

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The Truth About Knowledge Overload: Why Speed Matters More Than Information in Customer Service

CCNG

Yet, many contact center agents face a huge challenge that slows them down – knowledge overload. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. What Is Knowledge Overload?

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Breaking Down Silos: The Key Role of Customer Service Leaders and Knowledge Management in Driving Success

CCNG

Customer service leaders are left to fix the gaps, advocating for more self-service content to reduce contact center volume. Set KPIs that matter across departments -KPIs like deflection rates, self-service success, and first-contact resolution. But without support from marketing and IT, their efforts fall short.

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Top 05 Emerging Technological Trends in Contact Centers

CCNG

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. In this article, we will explore five important technical changes happening in contact centers.

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The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Customer phone calls cost the company more money. Once the customer states the reason for calling, the agent needs to find the answer. Different ideas are constantly emerging as the new go-to strategy.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. In the past, call centers primarily interacted with customers by telephone to resolve inquiries quickly and at the lowest cost. However, metrics have changed along with the industry.