CCNG

MARCH 22, 2023

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.

Employee engagement 195

Employee engagement CCNG First call resolution Contact Center 195

CCNG

AUGUST 23, 2023

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.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

CCNG

JANUARY 10, 2024

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.

Technology 195

Technology CCNG Coaching Contact Center 195

CCNG

SEPTEMBER 27, 2023

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.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 31, 2024

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

CCNG Self service Best practices Chatbots 195

CCNG

MAY 31, 2023

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.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 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. 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.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195