CCNG
JUNE 7, 2023
CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. This helps businesses expand their customer base and cater to a diverse range of customers.
Fonolo
DECEMBER 2, 2021
From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions.
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Fonolo
NOVEMBER 16, 2023
This is good news because we know for certain that customers want self-service options. Zendesk reports that 67% will choose self-service over a live agent for simple problems. And call centers are quickly getting onboard, with as many as 75% of contact centers currently using chat solutions to boost productivity.
Myra Golden Media
APRIL 28, 2021
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Be supportive.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Fonolo
JANUARY 17, 2023
If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?
CX Global Media
MAY 11, 2020
In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. STOP : What are the truths of AI in contact centers? What about the uniqueness of your contact center, the work you perform, and your strategic positioning in your organization.
Speaker: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. After deploying conversational AI for more than 100 leading brands, we’ve learned a few lessons on what can make — or break –– the automated customer experience.
Speaker: Roger Lee, VP Customer Success, Gridspace
As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight and new security and privacy risks -- all on top of unique customer demands. Providing data-driven coaching in live calls.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. What are the benefits of outsourcing your customer service? Is your business ready to outsource?
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication.
Speaker: Brian Morin & Helena Chen from SmartAction
Enter a conversational AI solution for your contact center. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. In a 6-minute customer service call, 75% of that time goes to live agents doing manual research.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is not only foundational to good customer service––it improves customer satisfaction. But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center.
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. This webinar with CX master Steve Pappas will unravel how conversational AI is transforming business-customer interactions and contact center operations globally. Don't miss this exclusive event!
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