CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. A 2021 Gallup survey found that a mere 23% of U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

DECEMBER 20, 2023

Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. More on that later.) The End of Human Interaction in Call Centers?

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. These metrics are also important to drive internal support for your customer engagement and loyalty programs.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JANUARY 4, 2023

This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. This sort of performance failure can lead to customer dissatisfaction, complaints, and defections.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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. offer the advantage of being able to supply workers for the middle of the night shifts, making 24/7 customer service availability possible.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 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

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. Are you reaping the rewards of your “always on” customer service investments? With over 300 responses to the survey, this is what we learned: Only 1 in 10 Consumers are Contacting Your Brand. Our recent channel surfing study suggests not.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

MAY 6, 2021

In today’s call center, agents must train on all products, protocols, compliance, customer service, processes, and application topics. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center.

Call Center 195

Call Center Banking Technology Surveys 195

CCNG

MAY 11, 2022

Many others spend a lot of time interacting with internal or outsourced call center agents and leadership, so they have firsthand knowledge of the vital part these individuals play within the customer service organization. ? agents lack appreciation for the call center job? Not enough, I assure you.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 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% Temkin, 2018).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195