CCNG
OCTOBER 18, 2023
The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. These plans should support employees in pursuing personal interests and goals, even if they don't directly align with their current roles.
CCNG
SEPTEMBER 20, 2023
The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. These plans should support employees in pursuing personal interests and goals, even if they don't directly align with their current roles.
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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. Analyzing these metrics helps contact centers identify bottlenecks and areas for improvement. This optimization leads to enhanced operational efficiency and reduced costs.
CCNG
AUGUST 2, 2023
Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Failing to Monitor Results Lastly, failing to monitor and evaluate results is like driving a train blindfolded.
CCNG
JUNE 14, 2023
Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections. Instead, strive to personalize your customers' experiences by tailoring your communication, offers, and services to their individual needs and preferences.
CCNG
JULY 22, 2021
In a recent report, Forrester reported that “while 90% of customer service leaders agree personalization is core to the future of automation, 63% of customers will leave a company after just one poor experience, and almost two-thirds will no longer wait more than 2 minutes for assistance.”
CCNG
APRIL 20, 2022
This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. 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.
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