CCNG
MARCH 8, 2023
As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how?
CCNG
FEBRUARY 1, 2023
While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. Excessive absenteeism leads to long hold times and decreased service levels, which results in poor customer experience.
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CCNG
JANUARY 4, 2023
This sort of performance failure can lead to customer dissatisfaction, complaints, and defections. Also of great concern, over four in ten respondents reported their greatest pain points include situations in which different customer service agents give different answers. CSRs Providing Different Answers.
CCNG
JANUARY 18, 2023
The result can be higher turnover and lower morale. It bridges the communication gap between finance and customer service, and the gap between WFM software, analytics and the financial contributions of the Contact Center. Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate.
CX Global Media
JULY 11, 2019
As Lisa Oswald, Senior Vice President, Global Customer Service with TravelZoo said, “The Contact Center Virtual Summit combines the best of two worlds – this one-of-a-kind program delivers high-caliber content and ultimate convenience. David Hadobas CEO, CCNG. Nate Brown Director Of Customer Experience, UL EHS Sustainability.
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