CCNG

APRIL 12, 2024

However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center. Automation in contact centers refers to the use of technology to perform repetitive tasks without human intervention. Let’s take modern chatbots for example.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

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.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

MARCH 6, 2024

When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data handling, but digital transformation is vital for brands to unlock all they can deliver for their customers.” How does AI transform self-service in contact centers?

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. This brings us back to leading technologies and the promise they have for reducing effort for everyone. Chatbots: Prosperous Future or Disaster? Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

CCNG

NOVEMBER 29, 2023

If a contact center is well managed and properly leveraging the right technologies for reducing contact volumes and automating repetitive tasks related to being an agent, AHT may seem high. Lowering AHT lowers the cost to serve and increases agent availability. However, to be a genuinely effective metric, AHT needs to be viewed in context.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 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.” Deloitte, 2021) 80.1% Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195