CCNG

JULY 10, 2024

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Contact centers have stepped up with self-service options, but they don’t always hit the mark. Introducing Generative AI (GenAI), the innovative force reshaping self-service in today’s contact centers.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

SEPTEMBER 18, 2024

Poorly managed contact center quality controls can greatly impact your business, and the consequences are staggering. This article is the first in a series exploring the risks of substandard contact center QA practices. QA is not a luxury; it is a necessary investment for success.

CCNG 195

CCNG Customer Service Contact Center Feedback 195

CCNG

JANUARY 15, 2025

As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results. But lets be real.

Best practices 195

Best practices Engineering Technology Personalization 195

CCNG

SEPTEMBER 4, 2024

Connecting the Dots A March 2024 burnout survey by MyPerfectResume provides data that demonstrates a vivid connect-the-dots illustration. CCNG would like to thank our contact center colleagues for sharing these insights. Note the italics which highlight the thoughts/emotions/behavior/physical connections.

CCNG 195

CCNG Surveys Contact Center Management 195

CCNG

MARCH 13, 2024

Just like that 2024 is upon us and while looking back at 2023 can help us understand what to expect with CX in the new year, it can also hinder our thinking. That is what every contact center decision is based upon. The industry may leave you feeling that everyone except your contact center is at an advanced 301 level.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

SEPTEMBER 25, 2024

The Future of AI in Customer Experience: Current Trends Many trends for 2024 aren’t new, but they’re picking up momentum as more and more companies adopt AI. #1. AI-Based Customer Service Training In the contact center space, turnover is high, and job satisfaction is low , which can negatively impact customer interactions.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195