CCNG
APRIL 20, 2022
Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.
CCNG
MAY 27, 2021
A consultant works with you to create requirements documents that assess priorities for both functional and non-functional requirements. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. Many have experience building RFP’s that align with your goals.
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CCNG
JULY 12, 2020
CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. February 12, 2020.
CCNG
DECEMBER 6, 2020
Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Finally, we asked about what people are planning to add in the near future.
CCNG
OCTOBER 19, 2022
Forrester, 2016) 39% of companies don’t keep a documented list of customer experience projects that are currently underway. Gartner, 2022) Over 50% of CX professionals say their organization is planning to use predictive analytics and artificial intelligence ‘somewhat’ or ‘significantly’ more than they were doing so last year.
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