CCNG
APRIL 12, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
Fonolo
FEBRUARY 29, 2024
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? What’s inside?
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CCNG
JULY 12, 2020
We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. Tips for Mitigating the Impact of Pandemics on Contact Centers , by Donna Fluss.
CCNG
MARCH 6, 2024
Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. You are not alone.
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FROM 35+ WORLD CLASS CONTACT CENTER EXPERTS! This event will bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. A faculty that possess more than 350 years of collective contact center knowledge.
CCNG
SEPTEMBER 14, 2022
As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. About 4-5 months ago I was speaking with an industry colleague and telling my origin story. Again, Until recently.
Contact Center Pipeline
JULY 30, 2019
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
NobelBiz Ebook: STIR/SHAKEN for Call centers: How STIR/SHAKEN came to be and the legislation mandating it How STIR/SHAKEN impacts the contact center industry What is STIR/SHAKEN and how attestation works
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. Social platforms are now becoming mainstream contact center channels.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. In some cases, legal requirements mandated that scripts be read verbatim, word for word.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Customer preferences are constantly evolving, creating the need for contact centers to change in order to meet their needs. Leading contact center and technology experts will discuss trends in phone, chat, email, SMS and self-serve options in order to help our audience better connect with, retain and acquire customers.
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
Is your head in the clouds when it comes to your contact center's future? If so, you're not alone; over the past three years, thousands of companies have begun the process of leaving premise-based contact center headaches behind and moving to the cloud. The top 5 tips for successful contact center cloud migrations.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
The new year is here and it's time to plan for the ever-changing needs within our industry. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021.
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
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