CCNG

MARCH 15, 2023

With all the investment in technology and AI in call centers, where does that position human-to-human conversations? Omnichannel technologies, defined as those which provide a seamless customer service experience across channels, have seen major growth in popularity over the past few years. Longer handle times.

Call Center 195

Call Center CCNG Self service Surveys 195

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 195

CCNG Call Center Education Self service 195

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

JUNE 21, 2023

Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. Modern contact centers support many digital channels, touchpoints and interaction modes. Plus, customers can seek self-service, assisted-service or proactive-service options.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195