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7 Tips to Improve the Customer Experience and Reduce Costs

CCNG

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

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Six Ways To Stimulate Workforce Connectedness And Electrify Employee And Customer Experience

CCNG

Integrate holistic coaching, intelligent workflows, gamification, performance-based compensation and other capabilities to engender teamwork, accountability and collaboration. Engage employees continuously via coaching, polls, surveys and informal check-ins.

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Seek and Share Truth to Boost Employee and Customer Experience

CCNG

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

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CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

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Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. The supervisor that coaches the agent will listen to that same call and will check for accuracy in the information that the agent offers to the customer.

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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

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When to Call a Contact Center Consultant…

CCNG

Move to home-based agent program Moving from in center to work from home agents requires expertise in how to set up a work from home program that brings in best practices around training, performance management, WFM/WFO, quality assurance and coaching, technology, communication. culture, motivation, incentives, and employee engagement.

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THE KNOWLEDGE (R)EVOLUTION: IS YOUR CONTACT CENTER BURNING LABOR DOLLARS?

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Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS. Are companies laying off workers to try to reduce costs while negatively impacting the customer experience? We've set up rotating “supervisor office hours” so that a group of supervisors would be available to help agents.