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. Thanks to CCNG member InflowCX for sharing these insights and assisting CCNG members over the years with tech insights and experience.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

NOVEMBER 17, 2020

As high-ticket levels continue to overwhelm teams across the globe, help centers and FAQ areas have become vital resources for customers in need of resolution who are trying to avoid long wait times. Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member.

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

CCNG

AUGUST 23, 2023

This enables proactive resource allocation, ensuring that the right number of agents are available to handle incoming interactions, minimizing wait times, and optimizing staffing. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

SEPTEMBER 11, 2024

Real-time analytics empower contact centers to make data-driven decisions in the moment. Predictive analytics models help in anticipating customer needs, resulting in improved first-call resolutions and reduced customer wait times. 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

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