Call Center CCNG Customer Service Personalization 
CCNG
DECEMBER 20, 2023
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality. The End of Human Interaction in Call Centers? More on that later.)
CCNG
DECEMBER 8, 2022
Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. in recent years as both the reasons for guests' calls and the methods for staffing have dynamically changed over the course of the pandemic. We are now in the U.S.
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CCNG
MAY 11, 2022
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?
CCNG
MARCH 23, 2022
?Those working in the call center industry find themselves in an interesting situation. Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options.
CCNG
APRIL 19, 2023
Taking time to talk with team members about their personal lives, goals, and accomplishments is key to creating engaged and motivated teams. Gwen Foster Oglesby has more than fifteen years of experience managing the call center teams of various companies including Aetna, HSBC and JCPenny.
Fonolo
MARCH 6, 2019
When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?
CCNG
FEBRUARY 1, 2023
While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.
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