CCNG

MARCH 12, 2021

Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

CCNG

JULY 27, 2022

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. Now, customer-centric measures such as CSAT, Customer Effort Score (CES), and Customer Lifetime Value (LTV), stand alongside internal metrics to measure contact center success.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Short answer: YES! Temkin, 2018).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195