CCNG

MAY 14, 2025

Key Takeaways CX Drives Brand Loyalty and Growth Like Chick-fil-As exceptional service has fueled its growth, delivering superior CX in your contact center can differentiate your brand, create loyal advocates, and boost revenue. This lesson is especially critical for contact centers.

Contact Center 195

Contact Center CCNG Technology Metrics 195

CCNG

JANUARY 29, 2025

Key Features of a KMS Heres what makes a KMS the game-changer in todays contact centers: Speed of Delivery: Unlike traditional document holders, a KMS is designed to deliver answers within seconds. Closing Thoughts This isnt your mothers contact center anymore. Some systems even leverage Generative AI.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

Contact Center Pipeline

APRIL 16, 2025

You may consider this a novel idea … but it is time for Contact Center leaders to take a stand and behave as if entitled to be heard by senior executives regarding their activities, contributions, challenges, objectives, and ambitions.

Contact Center 130

Contact Center Metrics Analytics Customer Experience 130

Contact Center Pipeline

JUNE 4, 2025

Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology investments, service, remote work, terminology, AI and the human touch, metrics, budget cuts in government contact centers, CX, productivity, savings, and, of course, more AI.

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Contact Center Government Metrics Technology 130

Contact Center Pipeline

JULY 3, 2025

Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is no “silver bullet” for managers that will solve every problem or keep their business ahead of fast-moving changes. The critical function of outbound dialing will always be reaching people.

Contact Center 130

Contact Center Management Technology Telemarketing 130

Contact Center Pipeline

MAY 13, 2025

Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including changing winds and deep, strong currents require the utmost attention to what is going on and considerable skills to navigate the operation successfully into the safe harbor.

Contact Center 130

Contact Center 130

Contact Center Pipeline

MARCH 19, 2025

In the world of business, a Contact Center has the potential to be a true “powerhouse.” I have been in the Contact Center industry for decades and have watched it grow and evolve. The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. What started as […]

Contact Center 130

Contact Center Personalization Customer Experience Management 130

SQM Group

JUNE 17, 2025

Maximize your contact center's ROI with three proven strategies. Learn how to leverage customer insights, optimize agent performance, and invest in technology.

Contact Center 94

Contact Center Technology 94

SQM Group

JUNE 24, 2025

Unlock the power of rapport in your contact center! Find out which phrases can elevate customer interactions and lead to higher satisfaction and resolution rates.

Contact Center 108

Contact Center 108

Global Response

JUNE 26, 2025

Self-service for contact centers refers to the systems that enable customers to resolve their own issues without the assistance of a human agent. What are contact center self-service options? How do contact center self-service options work? Self-service enhances scalability and agent productivity.

Self service 62

Self service Contact Center Interactive Voice Response Chatbots 62

DMG Consulting

FEBRUARY 12, 2025

DMGs primary research findings reveal a single cornerstone connecting this years priorities: the growing application of artificial intelligence (AI) and automation technologies in contact center and customer service operating environments. Are contact centers adopting AI? An additional 37.1% of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

SharpenCX

JUNE 27, 2025

Discover how AI contact center software improves and outperforms legacy systems by streamlining operations, equipping agents with real-time insights, and more.

Contact center software 67

Contact center software Contact Center call center solutions call center software 67

Quiq

JULY 2, 2025

If your contact center agents and the customers they’re communicating with have both set a “preferred language,” WhatsApp can dynamically translate between these languages to make communication easier. Check us out or schedule a demo to see what we can do for your contact center!

Contact Center 59

Contact Center Management APIs Feedback 59

ShepHyken

NOVEMBER 14, 2024

Contact centers, a space often challenged by high turnover and burnout, are reaping notable benefits from AI’s capabilities. Discover how RingCentral’s AI-powered omnichannel contact center, RingCX, is transforming interactions, boosting productivity, and setting a new standard for customer experience. in 2022 to 28.1%

Chatbots 168

Chatbots Contact Center Self service Customer Experience 168

CCNG

MARCH 12, 2025

Yet, many contact center agents face a huge challenge that slows them down – knowledge overload. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. What Is Knowledge Overload?

Customer Service 195

Customer Service CCNG First call resolution Morale 195

Calabrio

JUNE 24, 2025

Workforce Engagement 7 Questions Every Contact Center Leader Should Ask About Retention Share Book a demo Let’s get started In contact centers, every agent departure carries a steep cost. Replacing just one contact center agent can cost up to $20,000 on average.

Contact Center 52

Contact Center Coaching Morale Call Center 52

Hodusoft

APRIL 21, 2025

Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. We can expect it to gain even more ground as call centers based around WebRTC become more popular.

Contact center software 98

Contact center software Contact Center Customer Service contact center solutions 98

CCNG

DECEMBER 11, 2024

The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

CCNG

JULY 9, 2025

Robbins has also applied journey mapping to other operational improvements such as reducing response times at contact centers, increasing repeat business with refined retention strategies, and improving strategic alignment across departments. “It

Journey mapping 195

Journey mapping Customer Experience First call resolution Contact Center 195

Contact Center Pipeline

MARCH 11, 2025

Let’s be clear about something. AI is not going to steal your job. BUT… It might steal your business. Look, we know… AI is everywhere. Every article tells you it’s the answer. Now your board is demanding it. Your leadership team wants it. But how do you go from just talking about AI, to […]

Contact Center 130

Contact Center Customer Experience 130

Contact Center Pipeline

MAY 21, 2025

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of artificial intelligence (AI) has further revolutionized how contact centers manage and utilize data.

Analytics 130

Analytics Contact Center Management Feedback 130

Callminer

JUNE 9, 2025

Explore AI-driven conversation automation and virtual agents reshaping contact centers for faster, personalized, and consistent customer support with enhanced workforce efficiency.

Virtual Agent 182

Virtual Agent Contact Center Customer Support Personalization 182

ShepHyken

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? Why is maintaining human contact in contact centers still important despite AI advancements? They care about resolution.

Customer Support 230

Customer Support Average Handle Time Upselling Contact Center 230

Contact Center Pipeline

MAY 2, 2025

As the technologies we deploy in our centers help with operational efficiencies and enhance customer experiences, they can also make us more vulnerable as an industry. Our May issue marks a sign of the times.

Contact Center 130

Contact Center Accountability Technology Customer Experience 130

Contact Center Pipeline

APRIL 23, 2025

This article looks at two major findings from the report – which is free to download – what do customers really value from a contact […] “The US Customer Experience Decision-Makers’ Guide (2024-25)” is based on a survey of hundreds of US organizations and 1,000+ US customers. This is the 7th annual edition of the report.

Contact Center 130

Contact Center Surveys Wait times Customer Experience 130

Balto

JULY 14, 2025

From tools that assist agents in real time to cloud platforms that let teams work from anywhere, today’s leading contact centers are evolving fast, and the pace of change isn’t slowing down. At Balto , we see firsthand how cutting-edge solutions are transforming the contact center industry.

Contact Center 52

Contact Center Technology Interactive Voice Response Coaching 52

Contact Center Pipeline

JULY 10, 2025

The contact center agent’s job is uniquely demanding. As a result, some contact centers regularly turn over their entire […] Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers.

Agent burnout 130

Agent burnout Contact Center Customer Experience Analytics 130

Calabrio

JULY 8, 2025

Analytics Contact Center AI Auto QM Demystified: What Contact Center Leaders Need to Know Share Book a demo Let’s get started AI-powered Quality Management (QM) is rapidly transforming the way contact centers approach performance, customer experience, and agent coaching.

Contact Center 52

Contact Center Coaching Quality management Analytics 52

Contact Center Pipeline

JUNE 11, 2025

I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1, 2, and 3.” In Part 3, he discusses the famous metric first call/contact resolution (FCR) and how it is usually not captured by ACD or contact center-as-a-service (CCaaS) systems.

Contact Center 130

Contact Center Metrics Call Center Management 130

Contact Center Pipeline

MARCH 26, 2025

Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And it is also the last thing you want to hear when a contact center goes live on a new platform.

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Contact Center Customer Experience Abandon Call Service level 130