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Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!

CCNG

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.

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16 Tactics To Retain Customers While Using A Self-Service Option

CCNG

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.

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2020 Business and Customer Service Experience Trends

CCNG

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.)

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Contact Center Lessons Learned: How Will These Shape 2021 Plans?

CCNG

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. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes.

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Here’s Why Voice Channels Will Remain Evergreen in Call Centers

CCNG

Regardless of how seamless a self-service option is, or how simple a process is for finding a solution online, customers may opt to call in and speak to an agent directly to fulfill their interpersonal needs. This could lead to: Lack of customer adoption of self-service channels. Longer handle times.

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EMBRACE THE NEW AGE OF KNOWLEDGE AND YOUR COMPANY WILL BE ABLE TO PIVOT AND SURVIVE

CCNG

It’s not about a basic set of FAQs that customers can access through self-service. This means customers are more satisfied and will come back for more products and services, which will increase the company’s top-line revenue. Recognized as a subject-matter expert on virtual/work-at-home environments and leadership development.

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How to Turn Why Into ROI…

CCNG

Since partnering with Operative Intelligence, which uses AI to analyze their member interactions, Mark has been able to: Identify almost 900 unique contact types including the root cause, volume, cost and sentiment Discover that 31% of these interactions can be completed via self-service and how these can be addressed through the IVR Engage the broader (..)

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