CCNG, Coaching, Customer Experience and First call resolution

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CCNG

Coaching

Customer Experience

First call resolution

CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

CCNG

JANUARY 10, 2024

Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. The supervisor that coaches the agent will listen to that same call and will check for accuracy in the information that the agent offers to the customer.

Technology

Technology CCNG Coaching Contact Center

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

Management

Management Average Handle Time Self service First call resolution

Customer Contact Central

CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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