CCNG
JANUARY 11, 2023
I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.
CCNG
SEPTEMBER 11, 2024
Predictive analytics models help in anticipating customer needs, resulting in improved first-call resolutions and reduced customer wait times. Harvard Business Review reports a 25% increase in customer retention rates. CCNG would like to thank our colleagues at Venturesathi for sharing these insights.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
JUNE 14, 2023
Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".
Fonolo
MARCH 6, 2019
eight customer-focused organizations, acronyms and all, that you should be following this year and beyond.*. The Contact Center Network Group supports a vital part of the customer service industry: Call centers. CCNG does just that. Read on to learn about (and bookmark!) You can sign up for their newsletter here.
CCNG
OCTOBER 19, 2022
(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%.
CCNG
DECEMBER 4, 2024
This post was submitted by Lorne Wood , a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions. Additionally, QA auditors can quickly pinpoint specific problem areas for each agent, providing targeted coaching to improve their sales techniques.
Expert insights. Personalized for you.
195 
Let's personalize your content