CCNG

FEBRUARY 8, 2023

Service levels were at 90% and quality scores were at 98%. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor on Town Hall member events. And do it all in 120 days. One hundred and twenty days later they had a perfect switchover with no negative customer impact. How did they do it?

Service level 195

Service level CCNG Contact Center Healthcare 195

CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. It lays the foundation for efficient staffing levels and optimal resource utilization. Group similar work together when possible.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

MAY 30, 2024

Ultimately, if your software cannot produce the required number of full-time equivalent (FTE) to meet your goal (service level or abandon rate) then it’s not a WFM platform. This way the agents are empowered to have some control over their schedules and the company can still provide the service levels customers need.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

FEBRUARY 1, 2023

Excessive absenteeism leads to long hold times and decreased service levels, which results in poor customer experience. Vickie Schutze serves as the Director of the Contact Center and Customer Experience Practice at The Northridge Group, a CCNG member company. This has led to an industrywide decrease in absenteeism.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

SEPTEMBER 25, 2024

Service Level and Support What support and maintenance services do they offer? Is there a service level agreement (SLA) for support? Are their data handling practices compliant with relevant regulations (e.g., GDPR, HIPAA)? Do they provide ongoing technical support, updates, and troubleshooting assistance?

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 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. Service Level is another metric to watch. more likely to stay than leave within a year.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

FEBRUARY 11, 2021

Are we going to meet our service levels?, You had the workforce management, the analyst and the scheduling team doing their schedules doing their intraday management. looking at call volumes (who do we need? Do we have enough agents?

Airlines 195

Airlines Contact Center Service level Marketing 195