CCNG, First call resolution and Self service

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

CCNG

JANUARY 29, 2025

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Whats the Confusion? Lets clear it up.

Multi-channel support

Multi-channel support CCNG Management Contact Center

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. All of this impacts the customer experience, resulting in better first call resolution, CSATs, and Net Promoter Scores. It’s here to stay, and it will get better over time.

Management

Management Average Handle Time Self service CCNG

Call Center Metrics and KPIs to Measure Performance and Productivity

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.

Call Center

Call Center Metrics At home agents Average Handle Time

Customer Contact Central

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

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

Call Center Metrics and KPIs to Measure Performance and Productivity

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