CCNG
DECEMBER 20, 2023
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The End of Human Interaction in Call Centers? Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible.
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
AUGUST 5, 2021
I am an old school contact center person. I would love to say that "back in the day,” I had meetings with every other department in my contact center to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.
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.
CCNG
JANUARY 25, 2023
Leadership – “Form More Personalized Connections” Now more than ever, it’s critical that leaders form more personalized connections with their teams. Slack, Teams, etc.), but remember to join your teams up virtually to help bridge that remote gap and enable learning via digital channels.
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