CCNG, Chatbots, Events and First call resolution

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. All of this impacts the customer experience, resulting in better first call resolution, CSATs, and Net Promoter Scores.

Management

Management Average Handle Time Self service First call resolution

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

CCNG

JANUARY 31, 2024

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. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

CCNG

CCNG Self service Best practices Chatbots

Customer Contact Central

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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

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