CCNG

MARCH 12, 2021

Wait times have become extended due to high call volumes and lack of staffing, and consumers found almost every channel they interacted with to be more difficult than before. She is a long-time CCNG member and contributor. Low customer effort drives brand loyalty and reduces cost.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

JULY 17, 2024

These systems can still offer significant benefits, such as reducing wait times and ensuring customers are directed to the appropriate department. AI can analyze customer data so that you can understand your customer, their challenges, how they utilize your product, and even uncover opportunities for additional sales opportunities.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

AUGUST 28, 2024

This reduces wait times, and streamlines call routing. Virtual Queuing Automation: Automation alleviates customer frustration by minimizing wait times through virtual queuing systems. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

MAY 10, 2023

You encountered a message from an organization stating due to higher-than-expected call volumes, your wait times will be longer than usual. You waited longer than a few minutes for an answer to a simple question. Don’t wait another minute – harness the energy of normalcy and go for it!

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

JULY 3, 2024

Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing wait times. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JULY 27, 2022

Some of the more common include: Average Resolution Time (ART) - The average time it takes for an agent to close a conversation. Chat to Conversion Rate - A lead-generation metric that measures customer service assistance, which converts to sales. It's a derivative of AHT. That doesn't mean we throw AHT under the bus, however.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195