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Key contact center metrics you should be tracking

CCNG

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance.

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THE KNOWLEDGE (R)EVOLUTION: IS YOUR CONTACT CENTER BURNING LABOR DOLLARS?

CCNG

In response, contact centers have been forced to evolve operationally. The question is, have our contact centers kept up with this knowledge evolution? As leaders in the contact center industry, we tend to “throw bodies” (a.k.a. As leaders in the contact center industry, we tend to “throw bodies” (a.k.a.

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The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

Beyond Philosophy

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued.

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Evaluating Your Contact Center Disciplines

CCNG

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!

CCNG

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.

CCNG 195
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2018 Contact Center Technology Survey Reveals Critical Needs

Contact Center Pipeline

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. New technologies […].

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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Attrition & The Contact Center Workforce

Attrition is a vital issue at contact centers: every year, nearly half of the contact center workforce leaves for voluntary or involuntary reasons. We surveyed over 2,000 agents and asked them to share what they need in order to stay in their role.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Beyond the Hype: Contact Center AI That Works

Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation

If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey. Register for upcoming webinar “Beyond the Hype: Contact Center AI That Works”.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

43% of survey respondents were using homeworking, with 5% running a pilot scheme or about to set one up. In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively.