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Employee Engagement, are we still tripping over the same rocks?

CCNG

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Use this link to view and listen to this entire CCNG Member Town Hall event on the CCNG BrightTalk channel.

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The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

Performance Optimization: Data analytics can reveal key performance metrics such as call resolution times, average handling times, and first-call resolution rates. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content.

Analytics 195
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CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

CCNG

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Recognized as a subject-matter expert on virtual/work-at-home environments and leadership development.

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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

All of this impacts the customer experience, resulting in better first call resolution, CSATs, and Net Promoter Scores. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

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EMBRACE THE NEW AGE OF KNOWLEDGE AND YOUR COMPANY WILL BE ABLE TO PIVOT AND SURVIVE

CCNG

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Recognized as a subject-matter expert on virtual/work-at-home environments and leadership development.

CCNG 195
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THE PHONE CALL IS A POWERFUL, FORGOTTEN LEADERSHIP TOOL

CCNG

Vicki Brackett is a long time CCNG member and regular contributor with her perspectives in this blog, the Town Hall events and more. I challenge you to try it and would love to hear about the positive results you gain.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. In the past, call centers primarily interacted with customers by telephone to resolve inquiries quickly and at the lowest cost. However, metrics have changed along with the industry.

Metrics 195