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Why putting employees first leads to a profitable customer experience

CCNG

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 195
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What never changes in Customer service

CCNG

Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts. Customers will always want to talk to humans. Customer service is about avoiding mistakes. Amas Tenumah is a long time CCNG member and regular contributor with content sharing and engaging with fellow members. This prediction will likely be wrong.

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ChatGPT – is it the answer to customer service?

CCNG

There is a lot of hype around ChatGPT now so I thought I would write to help address some of the excitable theories about how it might impact the Customer Experience environment. ChatGPT is Chatbot. It is a super powered chatbot that can do many things earlier generation chatbots couldn’t do. What is ChatGPT?

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AI IS DISRUPTING CX, WHAT DOES THAT MEAN FOR ME?

CCNG

Now, let's dive into this fascinating fusion of tech and customer care. I do not discount that a world where AI-driven chatbots handle routine inquiries and human agents tackle complex customer issues will result in some downsizing of that frontline workforce. Are you prepared enough to help yourself and others?

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Customer Engagement + Bots: Connect with your customers in a new way

Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions

Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.

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EMBRACE THE NEW AGE OF KNOWLEDGE AND YOUR COMPANY WILL BE ABLE TO PIVOT AND SURVIVE

CCNG

These generational workers help customers within up to five channels: email, chat, text, phone, and social medial. Customers want better self-serve options to give them the right answer quickly in a multitude of different ways: chatbots, internal customer portals, external websites, and company apps.

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Will AI Render the Human Call Center Agent Obsolete?

CCNG

Studies have shown that the average consumer would rather interact with a live agent than a chatbot. For example, a March 2023 survey by IPSOS on artificial intelligence found that despite the growing acceptance of AI, most people still prefer to talk with a human customer service agent (88%).