CCNG
JANUARY 3, 2024
Early in my career, I standardized and deployed a QA program across multiple contact center locations for a large global company. Fortunately, contact center agents are creatures of habit, who tend to repeat both good and bad behaviors, and the potential of being audited on any given interaction is a motivator.
LiveVox
DECEMBER 20, 2023
On the one hand centering patient experience and delivering exceptional care is paramount, but the reality of integrating all of the tools necessary to be able to make those exceptional experiences a reality poses a not-so-small challenge.
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MiaRec
JUNE 16, 2023
Most Voice Analytics solutions for contact centers offer either Machine Learning-based or lexicon-based Sentiment Analysis to help you understand how customers are feeling during calls. But what is the difference between these two approaches and which one is better for your contact center?
CCNG
NOVEMBER 15, 2023
Have you ever experienced a contact center implementation project where there were surprise costs? I don’t know the industry statistics for how often this occurs in contact centers, but a variety of 3rd party IT industry organizations and journals say it’s above 30% for software projects.
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In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index. The Value Index is an assessment of how well vendors address buyers’ requirements for CX software and incorporates all criteria.
CCNG
APRIL 19, 2023
Does your contact center jokingly reference certain teams as “Bad News Bears”? Contact centers are typically composed of individual teams tasked to meet common goals determined by the organization. At times these moves can be done abruptly, resulting in little analysis of current team structures and impact.
CCNG
JULY 26, 2023
Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Future Change is Often Overlooked Beyond the normal due diligence of comparing vendors’ products to their requirements and doing a cost-benefit analysis, companies often overlook the issue of future change.
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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.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. The aim of a script has always been to assist and help the agent, and technology has enabled many agent assist capabilities, such as real-time sentiment analysis and collaborative or dynamic scripting. But scripts have had a variety of issues.
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls.
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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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