CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. For more information on CCNG member hosted events, please visit CCNG.com/Events.
CCNG
FEBRUARY 15, 2023
Don’t we feel more valued when we interact with an organization that knows who we are and values what we spend with them? What role can your customer service organization play in helping to support the construction of strong customer relationships? Bob can be reached via the CCNG website member directory or on LinkedIn.
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CCNG
FEBRUARY 22, 2021
In focusing on call center type of work and we've got five key areas here (I call them The Big Five ): Internet access Physical building issues Your phone / telephony system (losing access to your IVRs, your prompts, etc.) Your key business applications (CRM, your ticketing system, etc.) And agent availability is the last big one.
CCNG
MARCH 23, 2021
Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time. Elastic customer service means companies can scale customer service up or down according to customer demand without ballooning costs, training new agents, offshoring, or planning seasonal fluctuations.
Aria Solutions
OCTOBER 9, 2019
Interactions once conducted on traditional channels like voice, email and standard IVR are moving to more manageable, lower-cost alternatives like chatbots, VPA (Alexa) and WhatsApp. Enabling Your Agents in the Age of the Customer. Change is the only constant in the contact center. It’s a landscape in constant flux.
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