CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

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

FEBRUARY 10, 2022

As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’.

CCNG 195

CCNG Interactive Voice Response Contact Center Self service 195

CCNG

JANUARY 31, 2024

It’s not about a basic set of FAQs that customers can access through self-service. This means customers are more satisfied and will come back for more products and services, which will increase the company’s top-line revenue.

CCNG 195

CCNG Self service Best practices Chatbots 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

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

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. In the meantime, chatbots and blended AI are making their way into contact centers, providing additional self-service options and freeing agents for more complex interactions. The value of efficiency is probably obvious.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

CCNG

JULY 27, 2022

Call centers measured customer satisfaction based on the speed at which an agent answered the phone and responded, regardless of whether the request was resolved. With the shift to multi-or omnichannel contact centers, today's emphasis is on customer experience.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. This is a clear sign that brands should provide things like online FAQs, work towards lowering the barrier to self-service and not underestimate product reviews. Lower the barrier to self-service. Download the Full Report.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195