CCNG
MARCH 6, 2024
Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.
CCNG
JUNE 7, 2023
CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
DECEMBER 9, 2022
And more importantly, how can you ensure that it’s not costing you sales? What do customers expect from contact centers? . But what exactly do customers expect from your contact center? The ad highlights how easy it is to open a checking account with your institution. .
Integrity Solutions
APRIL 19, 2024
Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.
Advertisement
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.
ShepHyken
JUNE 28, 2019
In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. The calls that do go through to the contact center agent are for more critical interactions — involving complexities, emotions or higher values.
The Northridge Group
OCTOBER 12, 2023
Having made that sale doesn’t mean you can take your foot off the gas. Instead, your call center team must continuously demonstrate that your brand values the customer. For instance, if a customer’s account is incorrectly charged or overbilled, don’t just refund the money. There are several ways to deliver ongoing value.
Advertisement
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
Expert insights. Personalized for you.
195 
Let's personalize your content