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.
CCNG
MARCH 12, 2025
Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.
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CCNG
SEPTEMBER 11, 2024
Voice AI Enhancements for Faster Interaction According to Forrester Voice AI applications are expected to reduce call handling times by 30% and increase first-call resolution rates by 15%. CCNG would like to thank our colleagues at Venturesathi for sharing these insights.
CCNG
AUGUST 23, 2023
Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.
CCNG
SEPTEMBER 27, 2023
All of this impacts the customer experience, resulting in better first call resolution, CSATs, and Net Promoter Scores. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.
CCNG
MAY 31, 2023
Vicki Brackett is a long time CCNG member and regular contributor with her perspectives in this blog, the Town Hall events and more. I challenge you to try it and would love to hear about the positive results you gain.
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.
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