CCNG

APRIL 13, 2021

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. She is a long-time CCNG member, Town Hall facilitator, and blog contributor.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

CCNG

JUNE 29, 2022

A key point for Elaine is how companies are undervaluing the contact center and the rich opportunities that exist there to gain customer insights. Agents matter and businesses that understand that will reap the financial rewards.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, unlike CSAT, NPS isn’t a real-time metric.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

JULY 10, 2020

I've interviewed numerous executives on the topic of leadership in the contact center. Within the contact center industry it is so important because most of us don't plan to start out as contact center leaders. This typically develops over a period of time. And we encourage you to share it with your teams.

CCNG 195

CCNG Contact Center Customer Care Customer Service 195

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). What's a leader to do then?

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

OCTOBER 6, 2020

It seems like you guys are everywhere – on calls, meetings, in person from time to time, in trainings, writing on blogs…everywhere!” As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. In the meantime, chatbots and blended AI are making their way into contact centers, providing additional self-service options and freeing agents for more complex interactions. The value of efficiency is probably obvious. Leading technologists (e.g.,

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40