CCNG

JUNE 29, 2022

My conversation with Elaine extends beyond the contact center into a discussion around the perils of averaging customers into an amorphous blog and how you can't avoid the customer when you're listening to them (leaders.call listening.it's going to impact you in ways you wouldn't expect.start listening now).

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

CCNG

MARCH 15, 2023

In a survey of over 20,000 respondents, it was found that 33% of the worldwide population experienced regular feelings of loneliness. Submitted to CCNG by Lior Torenberg, Head of the Conversation Excellence Lab at Balto where she conducts academic-level research and creates thought-leading content around the CCaaS industry.

Call Center 195

Call Center CCNG Self service 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

CCNG

NOVEMBER 29, 2023

Whether the interaction in question is a phone or chat conversation with an agent, accessing self-service content or using an automated channel such as a chatbot, a CSAT survey asks customers to rate the experience in question on a three-point, five-point, seven-point or ten-point scale. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 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. Which was higher than the youngest group that we surveyed (18-24-year-olds).

CCNG 47

CCNG Advertising Self service Surveys 47