CCNG

APRIL 12, 2024

However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center. However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

CCNG

DECEMBER 14, 2023

Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts. Customers will always want to talk to humans. The reward for great customer service is nebulous. In countless focus groups with customers, I would ask what they wanted from customer service. Customer service is about avoiding mistakes.

Customer Service 221

Customer Service CCNG Chatbots Contact Center 221

CCNG

MAY 17, 2023

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?

Customer Service 195

Customer Service CCNG Government Chatbots 195

CCNG

OCTOBER 4, 2023

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. Remember when IBM word processors killed the typing pool?

CCNG 195

CCNG Engineering Chatbots Education 195

CCNG

DECEMBER 20, 2023

Thanks to technological improvements and broader adoption, AI is beyond the "hype storm" and has demonstrated significant value across industries. Studies have shown that the average consumer would rather interact with a live agent than a chatbot. AI is a judgment-based technology designed to think and do as a human would.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. The drive toward self-service is a reality and with good reason, as customers want self-service. The business climate continues to rapidly change.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

MARCH 6, 2024

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. How does Generative AI enhance customer interactions in contact centers? Like an outsider looking in. These two types of AI go hand in hand.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195