CCNG

SEPTEMBER 27, 2023

This causes longer average speed of answer and higher abandonment rates. A knowledge management system can be used with all agent channels and should have an AI component. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Management 195

Management Average Handle Time Self service First call resolution 195

The Northridge Group

JULY 20, 2023

A driving force behind business leaders’ push to return to the office is concerns that working from home has negatively impacted employee productivity, as staff members have little oversight and too much independence. But is this really producing more productivity? Seeing is Believing, Or Not?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His achievements speak for themselves, from driving return authorizations approvals to 24 hours from 30 days, to reducing Monthly Abandon Rate to 3% from 20-30%.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Outsource Consultants

SEPTEMBER 14, 2021

Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. No matter the offering, businesses are competing against their competitors not just in price and product, but also in customer experience. Try These 3 Contact Center Strategies for Q4 Success. Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

3CLogic

JUNE 23, 2023

Customer Experience in the Age of AI AI suddenly seems unavoidable — sweeping into every sector of our lives from, ostensibly, out of nowhere. One of the most exciting frontiers in AI is in the realm of voice technology — especially for customer experience and service management. What is Voice AI?

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

aircall

AUGUST 18, 2021

For example, you won’t have to scan through all the calls yourself—you can have AI and smart machines transcribe the data for positive and negative insights that you can immediately act upon. Call recordings give you a wealth of information, such as: The concerns and objections your customers have toward your product or service.

Coaching 71

Coaching Government Abandon rate Call Center 71

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. ” — Kristyn Emenecker , Executive Leader — Marketing, Strategy, Product, CX. AI is here to stay.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176