CCNG

APRIL 12, 2024

If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The drive toward self-service is a reality and with good reason, as customers want self-service. This experience adds more frustration for both the contact center agent and the customer.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JUNE 21, 2023

Provide personalized, omnichannel experiences that are context-based and low effort. Modern contact centers support many digital channels, touchpoints and interaction modes. Plus, customers can seek self-service, assisted-service or proactive-service options. You have to anticipate customer needs.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

JULY 22, 2021

My organization works with company’s contact centers to help them design and build effective digital engagements using the most acclaimed customer engagement application on the planet - Salesforce. Answer - Bots have the ability to unlock knowledge, to recommend answers to complex customer requests via self-service options.

CCNG 195

CCNG Chatbots Contact Center Self service 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

JANUARY 11, 2023

I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195