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. Whether your organization prioritizes speed, process, or risk management, with the right tools, your contact center can move beyond outdated document holders and into a future of efficiency and engagement.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

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. Because in the end, a knowledge management system that trains agents’ brains where to look and builds helpful habits is the key to faster, more effective problem-solving.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

CCNG

APRIL 30, 2025

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Because when we work holistically, we dont just deflect customer interactions – we deliver real value, inside and out.

Customer Service 195

Customer Service Management CCNG Self service 195

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.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

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.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

JULY 27, 2022

While the list of KPIs is endless, standard metrics that have stood the test of time include Quality Assurance (QA), Customer Satisfaction (CSAT), First Call Resolution (FCR), After Call Work (ACW), Service Level, and Occupancy. However, metrics have changed along with the industry. also rated from 1 to 10.

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