CCNG

JANUARY 29, 2025

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

MARCH 12, 2025

This leads to happier agents, which in turn leads to better customer service. Better Customer Experiences: Ultimately, the speed of problem resolution directly impacts the customer experience. When agents feel supported, they perform better.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

CCNG

APRIL 30, 2025

Siloed decision-making is driving up costs and damaging the customer experience. When customer service, IT, and marketing operate independently, inefficiencies grow, progress stalls, and customer interactions suffer. Customer service leaders must be included in strategic decisions to break down silos.

Customer Service 195

Customer Service Management CCNG Self service 195

CCNG

SEPTEMBER 11, 2024

Integrating AI into contact center operations enables tailored responses and recommendations, increasing customer satisfaction and loyalty. McKinsey reports suggest that personalized customer experiences can lead to a 10-15% revenue increase. Harvard Business Review reports a 25% increase in customer retention rates.

Contact Center 195

Contact Center Technology CCNG First call resolution 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

SEPTEMBER 27, 2023

All of this impacts the customer experience, resulting in better first call resolution, CSATs, and Net Promoter Scores. It’s a win–win for everyone involved—the customer and the agent but also the contact center’s capacity plan, staffing levels, and labor budget.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

JULY 27, 2022

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.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195