article thumbnail

Embracing Humanity in the Contact Center Space

CCNG

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

article thumbnail

Embracing Humanity in the Contact Center Space

CCNG

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Let’s talk about Chat GPT in the Contact Center

CCNG

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. This helps businesses expand their customer base and cater to a diverse range of customers.

article thumbnail

Customer Experience does not equal customer service!

CCNG

Customer Experience. Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails".

CCNG 195
article thumbnail

3 Must-Haves on the Path to a Better Customer Journey

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation.

article thumbnail

From Manual Mayhem to Scorecard Sorcery: How Automated Quality Scoring Can Save Contact Center Sanity!

CCNG

Early in my career, I standardized and deployed a QA program across multiple contact center locations for a large global company. Fortunately, contact center agents are creatures of habit, who tend to repeat both good and bad behaviors, and the potential of being audited on any given interaction is a motivator.

article thumbnail

Listen, Learn, Laugh – The Contact Center Show

CCNG

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Together we have more than 56 years of experience.

article thumbnail

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience.