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

In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. This leads to happier agents, which in turn leads to better customer service.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

CCNG

SEPTEMBER 11, 2024

By automating routine tasks and leveraging human skills for complex queries, contact centers maintain a balance between operational efficiency and empathetic customer service. These advancements enable more natural, context-aware interactions, leading to quicker query resolutions and improved customer experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

AUGUST 23, 2023

By understanding these factors, organizations can tailor their services and offerings to better meet customer needs. Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

MAY 31, 2023

The client was a Fortune 200 international company that had contracted us to answer technical support calls from customers. The hiring profile for these employees requested a high level of customer service, but strong technical support experience was not required. This impacted customer service scores in a big way.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 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. That said, every customer service and support channel will have the basics of Quality Assurance, Service Level, CSAT, FCR, and ACW. It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

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.

Employee engagement 195

Employee engagement CCNG First call resolution Engineering 195