CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. For more information on CCNG member hosted events, please visit CCNG.com/Events.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CCNG

MARCH 15, 2023

Omnichannel technologies, defined as those which provide a seamless customer service experience across channels, have seen major growth in popularity over the past few years. We asked executives to rank how often they use certain customer service channels today and how often they expected to use them in 10 years.

Call Center 195

Call Center CCNG Self service Surveys 195

CCNG

NOVEMBER 16, 2022

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.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

NOVEMBER 29, 2023

Customer Satisfaction (CSAT) Unlike many metrics and indicators, CSAT (Customer Satisfaction Score) provides a near real-time view of how your customer experience is lining up against expectations as it asks customers to rate an interaction moments after its conclusion. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

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. That said, every customer service and support channel will have the basics of Quality Assurance, Service Level, CSAT, FCR, and ACW. Satisfaction surveys are one solution.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195