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
AUGUST 23, 2023
With the advent of data analytics, these centers are not just handling customer inquiries; they are also becoming a goldmine of information that can revolutionize decision-making processes and enhance overall performance. The Impact of Data Analytics in Contact Centers: 1. Considerations When Implementing Data Analytics: 1.
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CCNG
JULY 13, 2022
Without strategic analytics, multiple data sources can create their own set of challenges on top of the ones they are meant to solve. Add the analytics in and you can customize all the nuances of a user's journey to move them in more effective ways. are long-time contributors in the CCNG community. Both Vince and IV.AI
CCNG
JANUARY 3, 2024
Today, with advanced speech analytics tools within budgetary reach for many contact centers, monitor rates can be vastly improved for many key behaviors, even to 100% of interactions with surprising accuracy. Especially in high-risk or regulatory scenarios, the ROI for automated QA measurement is compelling.
Speaker: Roger Lee, Director - Customer Success, Gridspace
Join Customer Contact Central's site partner, CCNG, for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
CCNG
APRIL 12, 2024
These are great analytics tools that help you understand the intent of your customer and more. Thanks to our member InflowCX for sharing these insights and assisting CCNG members over the years with tech insights and experience. then implementing a data gathering tool like Observe.ai or Call Journey is a good first step.
CCNG
NOVEMBER 1, 2023
Three – Early Adoption of Data-Driven Decision-Making: Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. And that’s a strategic advantage! Let’s work together to elevate the role of WFM and drive positive change within our organizations.
Speaker: Roger Lee, Director Customer Success, Gridspace
We’re ready to help you evaluate the right speech analytics solution for YOUR organization. Join us on October 10 to learn all you need to know about Speech Analytics from the bottom up.
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