CCNG

FEBRUARY 8, 2023

Service levels were at 90% and quality scores were at 98%. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor on Town Hall member events. And do it all in 120 days. One hundred and twenty days later they had a perfect switchover with no negative customer impact. How did they do it?

Service level 195

Service level CCNG Contact Center Healthcare 195

CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. It lays the foundation for efficient staffing levels and optimal resource utilization. Group similar work together when possible.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

FEBRUARY 1, 2023

Excessive absenteeism leads to long hold times and decreased service levels, which results in poor customer experience. Vickie Schutze serves as the Director of the Contact Center and Customer Experience Practice at The Northridge Group, a CCNG member company. This has led to an industrywide decrease in absenteeism.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

NOVEMBER 29, 2023

Service Level (SL) Service Level provides a snapshot of contact center productivity and performance as it measures the percentage of customer interactions – whether phone calls online chats or emails – that are answered within a specific pre-agreed timeframe. However, like AHT, service level needs to viewed in context.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

JULY 27, 2022

While the list of KPIs is endless, standard metrics that have stood the test of time include Quality Assurance (QA), Customer Satisfaction (CSAT), First Call Resolution (FCR), After Call Work (ACW), Service Level, and Occupancy. Service Level is another metric to watch. more likely to stay than leave within a year.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

FEBRUARY 11, 2021

Are we going to meet our service levels?, You had the workforce management, the analyst and the scheduling team doing their schedules doing their intraday management. looking at call volumes (who do we need? Do we have enough agents?

Airlines 195

Airlines Contact Center Service level Marketing 195

CCNG

MAY 11, 2022

today are so focused on meeting headcount requirements and service levels in the face of severe staffing shortages that they are not curating their HR and training practices to ensure agent teams have the necessary training to deliver a best-in-class customer experience. Again, call center operations in the U.S.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195