CCNG Chatbots Contact Center Customer Experience 
CCNG
APRIL 12, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
CCNG
MARCH 6, 2024
Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.
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CCNG
OCTOBER 11, 2023
You try to resolve the issue yourself and spend 10 minutes on the company's website; you even try the automated chatbot, the dreaded last resort. Do you think that employee has influenced your customer's experience on the phone? Great customer experiences depend upon employees who are happy and truly engaged in their workplace.
CCNG
AUGUST 9, 2023
It has the potential to revolutionize the way contact centers operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. Because you are.
CCNG
NOVEMBER 29, 2023
There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. Therefore, unlike CSAT, NPS isn’t a real-time metric.
CCNG
DECEMBER 14, 2023
In the late 90s, I thought I would get rich by eliminating humans in customer service. Every fancy company with the smartest people have predicted the death of the voice channel in the contact center and it is still the number one channel. Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts.
CCNG
MARCH 1, 2023
When you strip a contact center down to its base, you end up with one-on-one human experiences: customers talking to agents. That one-on-one experience is being strained in significant ways. Deploy technology that allows the agent to focus on the customer. Avoid a myopic focus on efficiency metrics.
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