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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

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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The Truth About Knowledge Overload: Why Speed Matters More Than Information in Customer Service

CCNG

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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Top 05 Emerging Technological Trends in Contact Centers

CCNG

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.

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The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

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.

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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

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.

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THE PHONE CALL IS A POWERFUL, FORGOTTEN LEADERSHIP TOOL

CCNG

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.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

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.