CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CCNG

NOVEMBER 16, 2022

Look upstream – Too often, contact center leaders are focused on navigating through their daily operational challenges that they neglect to look upstream to identify and resolve the process failures that initially caused the calls, complaints, or issues to occur in the first place.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

JUNE 21, 2023

Modern contact centers support many digital channels, touchpoints and interaction modes. Plus, customers can seek self-service, assisted-service or proactive-service options. Power your self-service channels with a robust knowledge base so users can find the information they need.

Customer Service 195

Customer Service CCNG Self service Automotive 195

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. In which channels do consumers prefer to contact brands? With over 300 responses to the survey, this is what we learned: Only 1 in 10 Consumers are Contacting Your Brand. Lower the barrier to self-service. Download the Full Report.

CCNG 47

CCNG Advertising Self service Surveys 47