CCNG

FEBRUARY 10, 2022

Since partnering with Operative Intelligence, which uses AI to analyze their member interactions, Mark has been able to: Identify almost 900 unique contact types including the root cause, volume, cost and sentiment Discover that 31% of these interactions can be completed via self-service and how these can be addressed through the IVR Engage the broader (..)

CCNG 195

CCNG Interactive Voice Response Contact Center Self service 195

CCNG

AUGUST 2, 2023

So, establish clear metrics for success and monitor progress regularly to identify areas of success and improvement opportunities, much like a train conductor continuously monitors the train's speed and progress to ensure a safe and timely arrival at the destination. You have no idea where you're headed or what to adjust.

Contact Center 195

Contact Center CCNG Best practices Technology 195

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: Metrics such as customer retention rates, repeat purchase rates, and customer lifetime value can help you gauge the success of your emotional connection strategies.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JULY 22, 2021

Monitor & Measure - Track your usage metrics, create usage performance models; analyze the data to improve processes, conversations, and expected usage models. Deploy - Setup a launch plan and ensure your bot will perform as expected. Train your live agents on what to expect and what the bot is capable of doing (and not doing).

CCNG 195

CCNG Chatbots Contact Center Self service 195

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

CCNG

MARCH 8, 2023

In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). Justin Robbins is a CCNG advocate and long time industry colleague, and President of Metric Sherpa.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

MARCH 30, 2022

Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. The contact center manager and director don’t see the performance metrics moving in the right direction, and yet the green dots are clicked. What could be wrong?” Will you be that leader?

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5 However, we know that many customer needs (and customer types) still require the personal atten­tion of live agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

APRIL 3, 2024

Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Align Performance Metrics Talk reinforces culture, but incentives drive behavior. More importantly, it signals genuine respect for employees as valued partners, not just orders-takers.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

CCNG

APRIL 12, 2023

Not average handling time or other internal metrics. Looking at metrics like CSAT and AHT should be viewed together. Is the customer able to find the resolution quickly and efficiently? If there are multiple transfers, long wait times with an agent, or other barriers then you know the answer.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

JUNE 8, 2022

Still, others have moved to these management systems, allowing agents to see how they’re doing on several different metrics – and thus potentially improving them. ? ?One As such, they will enjoy the dramatic improvements in both metric/KPI performance that many early-adopting contact centers already have experienced.

Contact Center 195

Contact Center CCNG Gamification Coaching 195

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. Framed in this manner averages can be useful for long-term planning.

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

MARCH 1, 2023

Avoid a myopic focus on efficiency metrics. Max Ball is a long time CCNG advocate and past member, currently a Principal Industry Analyst with Forrester. As your customer interactions become more fraught and challenging, you need to look more at the soft skills and emotional intelligence of the agents you hire.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

JANUARY 18, 2023

For example, metrics such as Utilization or Adherence can reduce decision ROI more than 50% because an agent can be logged in or in the right place 90% of the time, but that does not mean they are working. Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. CCMC, 2017) Customer Experience Metrics and Data Learn how to measure Customer Experience 21% of companies have developed their own KPIs to track customer experience. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CX Global Media

SEPTEMBER 10, 2018

I was introduced to the system when Joachim “Joe” Rogers , the senior director of customer care for Coca-Cola Consolidated, shared it at a CCNG regional meeting. Who just hosted a fantastic event with CCNG. It took us awhile to educate even Coca-Cola on the intricacies of the contact center because it is very different.

Employee engagement 185

Employee engagement CCNG Contact Center Education 185