CCNG

FEBRUARY 15, 2023

What role can your customer service organization play in helping to support the construction of strong customer relationships? Here are some ideas: YOUR CUSTOMER SERVICE REPRESENTATIVES ARE OFTEN THE PERSONIFICATION OF YOUR BRAND. USE CAUTION WHEN OUTSOURCING YOUR CORE COMPETENCY.

Personalization 195

Personalization CCNG Customer Service B2C 195

CCNG

DECEMBER 20, 2023

Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. More on that later.) The End of Human Interaction in Call Centers?

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

MARCH 13, 2024

Staffing will continue to steer contact center strategies, prompting a serious investment in AI, automation, and outsourcing. The increasing integration of AI-powered solutions, such as chatbots and advanced machine learning is streamlining operations and enabling personalized customer interactions.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. Business process outsourcers (BPOs) can also provide workable solutions for contact center resource needs.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time. As a result, customer satisfaction increases, and agents are more productive.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

CCNG

MAY 11, 2022

Although the roles and responsibilities of call center agents have evolved since the dawn of the industry decades ago, the "human" element will always be the bedrock of call center services within business process outsourcing (BPO). There is a lot to unpack on this subject, and we'll do our best to cover some key points.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

JULY 27, 2022

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. That said, every customer service and support channel will have the basics of Quality Assurance, Service Level, CSAT, FCR, and ACW. It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195