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.
CCNG
MAY 3, 2023
In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. The goal here is employee enablement using technology to provide the information, engagement, and opportunities for a workforce in today's and even tomorrow's world.
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CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members.
CCNG
JANUARY 10, 2024
As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Everyone Wants the Same Thing The company and the contact center agents both want the correct updated information to offer to customers. So how can this be done? It’s always changing.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
CCNG
JULY 26, 2023
Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Just think about how businesses have changed since then as a result of things like product and technology innovation. This can potentially cause serious business or technical challenges down the road.
CCNG
OCTOBER 14, 2021
Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years. Where do you start?
Speaker: Derek Roberti, VP Technology, Cognigy
Is AI about to take over contact centers entirely? Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to: Enable cost reduction, performance improvement, and new possibilities for customer communication.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8
Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer (..)
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Technology. Learn how to address, manage, and utilize: People.
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