CCNG

SEPTEMBER 29, 2022

Self-service options are rising in popularity because nobody wants to wait on hold, wade through phone trees or repeat information. An automation-first customer service via conversational artificial intelligence is proving to be the right option for many enterprises. Invest In Artificial Intelligence Time is of the essence.

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. AI can analyze customer data so that you can understand your customer, their challenges, how they utilize your product, and even uncover opportunities for additional sales opportunities. Let’s take modern chatbots for example.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

CCNG

MARCH 12, 2021

Online shopping and digital tools have become the" new normal," and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. At least 70% of customers go to digital channels first because they prefer self-service.)

Customer Service 370

Customer Service CCNG Self service Contact Center 370

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. Unless the customer does not have an option, they will tend to find a company who communicates using their preferred channel.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

MARCH 6, 2024

Analytical AI can take large amounts of data and identify trends, patterns, sales opportunities, and cycles in seconds versus days without any bias. How does AI transform self-service in contact centers? Customers have a reasonable expectation of self-service and what they can accomplish without needing an agent to assist.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

CCNG

JULY 27, 2022

Chat to Conversion Rate - A lead-generation metric that measures customer service assistance, which converts to sales. Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively. It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195