CCNG

JUNE 8, 2022

Touchpoint One has several case studies within the workflow and productivity categories described above. ? ?Hire Both organizations are Corporate members with CCNG. Contact CCNG for connections or information for either Touchpoint One or Hire Dynamics.

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

JUNE 12, 2024

Interaction analytics assesses interactions across channels, and conversational analytics studies entire conversations for context and flow. Jeff Guymon is a CCNG member and the US Channel Partner Manager at Sestek. How does Speech Analytics work?

Analytics 195

Analytics CCNG Quality management Call Center 195

CCNG

SEPTEMBER 11, 2024

A study by Forrester reveals that organizations adopting hybrid models experience a 35% increase in customer satisfaction rates. A recent study by Deloitte found that 67% of organizations plan to implement hybrid contact center models within the next two years.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

JANUARY 11, 2023

It’s been a theme across business books, case studies, and articles. Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox. It is an opportunity to retain customers and employees—and secure new ones along the way.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

AUGUST 2, 2023

Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. A UnitedHealth Group study found that U.S. Our well-being depends on the quality of our connections with others.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

JULY 10, 2024

A study by Salesforce found out that 73% of companies believe that providing superior customer experience is key to business growth. CCNG would like to thank our colleagues at Venturesathi for sharing these insights.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

APRIL 20, 2022

The information can be studied and correlated with performance metrics to align employee insights with business objectives. Greg Salvato is a CCNG member and CEO TouchPoint One, a leading provider of employee engagement and performance management solutions for contact centers.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

FEBRUARY 28, 2024

The Pew Research study noted that 34% of employees who work from home most of the time say they’d like to work from home ALL the time. In the same study, 56% said remote work helps them meet deadlines. What are some of the hybrid workforce best practices you should consider adopting for 2024? First, there’s the financial aspect.

Best practices 195

Best practices CCNG Surveys Technology 195

CCNG

MAY 10, 2023

The percentage of consumers who have taken action to settle a score against a company through measures such as pestering or publicly shaming in person or online, has tripled to 9% from 3% in 2020 according to the study summarized by Katie Deighton in a recent Wall Street Journal article.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

SEPTEMBER 3, 2020

Showcasing over 50 case studies and stories, these tools demonstrate the “how to” of reengineering your leadership skillsets for the virtual/work-at-home environment so that your organization can thrive with off-the-charts performance.

Customer Care 369

Customer Care Gamification Contact Center Management 369

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers. billion by 2030, growing at a whopping CAGR of 22.7% from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” 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

MAY 31, 2023

According to recent studies: 50.5 Kathleen Gramzay , LMT, Founder, Kinessage LLC, is a new CCNG contributor and has been a body/mind resilience innovator for over 20 years. Million people in the U.S. quit their jobs in 2022 (federal govt. JOLTS report) 50% of US workers are stressed, 67% of global workforce is disengaged.

CCNG 150

CCNG Education Consulting Consulting 150

CCNG

MARCH 30, 2022

Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work. Chat with the agent once in the afternoon – check off the box and get the green dot. Say goodbye to the agent at the end of their shift – check off the box and get the green dot. Will you be that leader?

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

FEBRUARY 1, 2023

According to a study by Cornell University , 87% of call center employees report high job stress levels. In fact, Forbes reported that the ability to WFH increases employee happiness by as much as 20% while a Stanford study found that WFH increased productivity by 13% and decreased attrition rates by 50%.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

JANUARY 4, 2023

One of the other findings of the AX study was the level of stress this provokes in agents, particularly newer agents, who represent an increasing percentage of the workforce in this high-turnover era. In fact, 76% of respondents in our research said they still work from home, which is sur­prising given the easing of pandemic restrictions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

FEBRUARY 21, 2024

Some support centers seek to provide 24/7 support through offshoring, but multiple studies have concluded customers are frequently dissatisfied by these solutions for a variety of reasons. This technology is more than a complex web of pre-written prompts. It’s a convincing conversation your customers can engage with to resolve their concern.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

AUGUST 9, 2023

Take that transcription and have generative AI create a case study, or story from that conversation. Imagine taking a conversation where a customer was frustrated with your product and was explaining the issue to your agent. The agent went above and beyond on the call and the customer left happy.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

JUNE 1, 2022

As of November 2021, roughly 58% of Americans have been fully vaccinated, but according to recent studies those who have not been vaccinated already are very unlikely to now get the vaccination.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. Our recent channel surfing study suggests not. Throughout his career, he has held various corporate marketing, brand management, advertising, promotions, and advertising agency executive posts.

CCNG 47

CCNG Advertising Self service Surveys 47

Altivon

MARCH 20, 2018

Studies show that the majority of customers would rather have an effortless experience than a delightful one (CCIQ). For more about Driving Contact Center Change, watch our recent conversation with David Hadobas of CCNG “ Contact Center Journey—from Here to Where? ”. The value of efficiency is probably obvious.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

CCNG

JULY 27, 2022

The good news is that productivity among remote workers is generally on par, and in many sectors, better than their in-office counterparts — 47% more according to one study. For the same reasons you measure customer satisfaction, you must measure agent satisfaction and find ways to keep them engaged.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Altitude

FEBRUARY 22, 2018

Altitude is committed to create value for its customers while executing on its own European General Data Protection Regulation (GDPR) compliance program. Companies can miss that there are benefits from a GDPR program.

CCNG 40

CCNG Contact Center 40

CCNG

MAY 6, 2021

Studies have shown that learners who engage in focused, repeated practice with clear goals and feedback achieve expert-level skills 26 percent faster. The problem is knowing where to fit practice in during training and what kind of practice to use. For years, researchers have been exploring the question, “What creates an expert?”

Call Center 195

Call Center Banking Technology Surveys 195

CCNG

DECEMBER 4, 2024

A 2024 study by McKinsey & Company highlights this opportunity, indicating that optimizing contact center sales techniques and upselling strategies can increase new-customer conversion rates by 20% to 30%. Agents who lack the skills or confidence to identify upselling opportunities or close sales contribute to this lost revenue.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195

CCNG

FEBRUARY 12, 2025

External: Publish results through blogs, case studies, and customer success stories. Facilitation Tip: Create a Results Snapshot Template : Quickly summarize wins and outcomes for executive briefings. Share Internally & Externally: Internal: Use company meetings, team briefings, and email updates.

Agent Empowerment 195

Agent Empowerment Metrics Contact Center Wait times 195