CCNG

SEPTEMBER 29, 2022

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves. Jami Sharp, Champion 2.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

APRIL 12, 2024

Where AI can help your self-service option is by learning from customer inquiries as you go. This level of sophistication enables personalized customer interactions and predictive insights, enhancing the overall customer experience. Let’s take modern chatbots for example. This is an example of static data.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

CCNG

MARCH 23, 2022

Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options. This is especially true when dealing with personal health information and credit card numbers or other financial data.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. This can add another 30 to 45 seconds to the call.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 11, 2023

Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means). When they do need to speak, text, or email with someone, they want that person to have the skills and know-how to resolve their issue.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

JULY 22, 2021

Answer - Bots have the ability to unlock knowledge, to recommend answers to complex customer requests via self-service options. Based in Memphis TN, contact center industry veteran Bob Furniss serves as a CCNG Academy member, working as a leader in Slalom’s Global Salesforce Practice, focused on all-things related to contact centers.

CCNG 195

CCNG Chatbots Contact Center Self service 195

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195