CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CCNG

MARCH 15, 2023

In fact, by 2026, Gartner predicts that 75% of customers will call service lines due to loneliness — not because they have a customer service issue. In a survey of over 20,000 respondents, it was found that 33% of the worldwide population experienced regular feelings of loneliness. Longer handle times.

Call Center 195

Call Center CCNG Self service Surveys 195

CCNG

JANUARY 31, 2024

According to a recent PWC Annual Global CEO survey, 40% of global CEOs think their organization will no longer be economically viable in ten years’ time if it continues its current course. According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization.

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

NOVEMBER 16, 2022

Customers are time-starved, so surveys may soon be a thing of the past. Successful companies gain valuable customer insights through their purchasing patterns, customer service transactions and social media trends. Customers expect an integrated and consistent experience no matter which channel they chose to interact with you.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 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

NOVEMBER 29, 2023

Whether the interaction in question is a phone or chat conversation with an agent, accessing self-service content or using an automated channel such as a chatbot, a CSAT survey asks customers to rate the experience in question on a three-point, five-point, seven-point or ten-point scale. However, NPS also has limitations.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

JULY 27, 2022

Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively. One way to gauge customer satisfaction is using surveys that contain OSAT related questions, such as “What was your overall satisfaction with the experience?”

Call Center 195

Call Center Metrics At home agents Average Handle Time 195