CCNG

NOVEMBER 29, 2023

There are myriad metrics and indicators that an organization can monitor to measure contact center performance. FCR should be a North Star metric for all contact centers as it measures efficiency, performance, agent training levels and tests internal processes and systems.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

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

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

JULY 22, 2021

Answer - Bots have the ability to unlock knowledge, to recommend answers to complex customer requests via self-service options. Monitor & Measure - Track your usage metrics, create usage performance models; analyze the data to improve processes, conversations, and expected usage models.

CCNG 195

CCNG Chatbots Contact Center Self service 195

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

APRIL 12, 2023

Not average handling time or other internal metrics. Yes, an agent handled the call, however, would a self-service solution work better? Looking at metrics like CSAT and AHT should be viewed together. Is the customer able to find the resolution quickly and efficiently?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195