article thumbnail

Balancing Human-Powered & Technology-aided Tools to Create Customer Loyalty & Referrals

CCNG

The Times They Are a Changing In this technological age, business leaders are increasingly turning to tools like artificial intelligence ( AI ) to meet the challenges of a tight labor market, inflation, and changing consumer preferences. For example, a chatbot can answer common customer questions, such as “What is your return policy?”

article thumbnail

CHATGPT: ARE THERE OPERATIONAL PITFALLS IN THIS NEW TECHNOLOGY?

CCNG

As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information from these new technologies, like ChatGPT, is dynamic. Leaders at all levels want technologies that help make their organizations more productive, save labor dollars, and reduce headcount.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Unlocking Next-Level Customer Service with Gen AI Technology

CCNG

Prior iterations of self-serve technology have been associated with decreased customer satisfaction, but LLMs have really changed the landscape. This technology is more than a complex web of pre-written prompts. Virtual agents can leverage GenAI to provide responses to a wide range of customer inquiries at any time during the day.

article thumbnail

Unlocking Next-Level Customer Service with Gen AI Technology

CCNG

Prior iterations of self-serve technology have been associated with decreased customer satisfaction, but LLMs have really changed the landscape. This technology is more than a complex web of pre-written prompts. Virtual agents can leverage GenAI to provide responses to a wide range of customer inquiries at any time during the day.

article thumbnail

The Verint Experience Index: Retail

Retail customers value price above everything, but the importance of other factors varies for different brands.

article thumbnail

Technology Worth Following

Contact Center Pipeline

We are interested in defining contact center technology that is worth following today. OK, let’s set the ground rules. That doesn’t mean we want things that customers expect you to have today (hello, text chat), nor are we going to comment on applications that you should have installed yesterday (yes, screen pops are a safe […].

article thumbnail

How To Engage & Ignite Your Organization For Exceptional CX Technology Execution

CCNG

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Key Points from Discussion Behind every great customer experience is a great employee enabled by great technology.

CCNG 195
article thumbnail

Mastering Remote Onboarding: Proven Strategies for Seamless New Hire Integration

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Harness the Power of Technology 📲 Discover how to leverage cutting-edge tools and platforms for effective remote onboarding. Build a Vibrant Virtual Culture 🌈 Explore proven techniques to foster a strong company culture among remote employees.

article thumbnail

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them.

article thumbnail

8 Contact Center Trends to Watch in 2020

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?

article thumbnail

The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Despite increasing investment in tools and technologies, executives still struggle to demonstrate the impact to the bottom line – and perhaps more importantly, the value these bring to customers. But tools and technologies aren’t enough. Customer experience is at a tipping point.

article thumbnail

How to Leverage Quality Management to Transform the Customer Experience

Download this eBook and uncover how winning organizations are tapping into the right technology to improve Customer Satisfaction, NPS, and other key metrics.

article thumbnail

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

How to leverage cutting edge technology to make your customers' lives easier. By the end of this webinar, you will know: How to reduce friction in your customer interactions. The benefits of self-service. How to use subscription models to provide convenience. November 20th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT

article thumbnail

How to Evaluate ASR Solution Brief

There is a fundamental difference between 1st generation, 2nd generation, and modern-day Automatic Speech Recognition (ASR) solutions that use 100% deep learning technology. Get the information you need to ensure your evaluation experience is efficient and yields the data you need to make your purchasing decision.

article thumbnail

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of RapportBoost.ai