Employee Engagement – Are Leaders Assuming Employees Are Engaged?
CCNG
NOVEMBER 6, 2024
Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.
CCNG Customer Care First call resolution 
195 
ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS
CCNG
SEPTEMBER 27, 2023
When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. This can add another 30 to 45 seconds to the call. ADDING MORE COSTS TO CUSTOMER CARE But the added cost doesn’t end there. Again, this is more cost to the business.
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