CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. All of this impacts the customer experience, resulting in better first call resolution, CSATs, and Net Promoter Scores. It’s here to stay, and it will get better over time.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 31, 2024

It’s not about a basic set of FAQs that customers can access through self-service. This means customers are more satisfied and will come back for more products and services, which will increase the company’s top-line revenue. 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

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