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.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

OCTOBER 6, 2020

I hesitantly agreed to hold large group meetings twice monthly, and we surveyed the broader group before we launched the new meeting cadence and again after some time to see if the increased frequency was having the desired effect. Those monthly meetings took a long time for me to plan, as well-executed virtual meetings usually do.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Avaya

OCTOBER 25, 2018

This blog is authored by Dale Conwell, Vice President, C3i Solutions. Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. This blog was first published July 12, 2018 on the C3i Solutions blog. In which channels do consumers prefer to contact brands? Is it by adding more channels?

CCNG 47

CCNG Advertising Self service Surveys 47