CCNG

JULY 6, 2022

And industry benchmarking, trend analysis, and best practices all help shape your strategic decisions. Your professional network provides valuable opportunities to benchmark programs, practices and performance. Seek out peer-to-peer discussion, industry benchmarking studies, and special-interest initiatives.

Best practices 195

Best practices CCNG Benchmark Consulting 195

CCNG

JULY 11, 2020

Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions. We at CCNG have always believed the most powerful--and underutilized--tool in the contact center is your personal professional network. At CCNG, we know strong brands are built on exceptional customer care.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

CCNG

NOVEMBER 17, 2020

Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track. Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member.

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

CCNG

JULY 12, 2020

The opportunity to benchmark yourself against other participating companies. Article contributed by CCNG member Brian Kearney, Founding Partner and CMO at 5th Talent International, LLC located in Aurora, Colorado. Thank you for considering being part of the study, and please reach out to us with any questions.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

CCNG

CCNG

JANUARY 4, 2023

Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders. Successful knowledge manage­ment systems elevate the agent experience and make these employees feel more professional, supported and satis­fied.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

NOVEMBER 29, 2023

They’re a good means of capturing feedback that could be used to improve products and services and, because it’s a metric used across all industries, NPS is a valuable way for the C-suite to gauge the wider market and benchmark performance within it. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195