CCNG, Coaching, First call resolution and Technology

CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

CCNG

JANUARY 10, 2024

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. 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. If not, how will the supervisor coach the agent?

Technology

Technology CCNG Coaching Contact Center

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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. 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

Customer Contact Central

CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

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