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. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
CCNG
APRIL 12, 2024
Implementation takes time, and change is difficult to manage. We understand that integrating a new solution, whether that is AI, a point solution, an IVR, or anything else, is not an easy process. Call routing, interactive voice response and voice-based chatbots are a few examples of that technology.
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CCNG
SEPTEMBER 27, 2023
DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component. The best knowledge management system should be built for contact center agents. It’s here to stay, and it will get better over time.
CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. I predict 2021 will bring renewed analysis and investment in self service – not only in emerging tech like chat bots, but basic bread and butter self-service technologies like legacy IVR.
CCNG
FEBRUARY 15, 2023
As the face of your brand, they need the authority and responsibility to address and resolve customer inquiries the first time, every time. Start hiring representatives with the skills and abilities to manage contacts independently and resolve customer inquiries quickly.
CCNG
MARCH 6, 2024
Generative AI is responsive and can generate high-quality text, images, responses, and content and utilize logic based on how it is trained. This is the foundation for AI agents, conversational AI, AI-assisted IVR, and a lot of the customer-facing AI you hear about. How does AI transform self-service in contact centers?
CCNG
MARCH 23, 2021
Autonomous contact centers use voice AI to speak with customers naturally, understand intent, and resolve their issues. They don't replace existing contact center software but instead, integrate with it and work either in front of an IVR to take all inbound calls or behind the IVR.
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