CCNG

JULY 17, 2024

These are great analytics tools that help you understand the intent of your customer and more. Thanks to CCNG member InflowCX for sharing these insights and assisting CCNG members over the years with tech insights and experience. then implementing a data gathering tool like Observe.ai or Call Journey is a good first step.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CCNG

JUNE 1, 2015

The discovery of a cryptic scrawled … Continue reading Speech Analytics: Magic, Mystery or Method? The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe.

Analytics 150

Analytics Customer Experience 150

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

JULY 12, 2020

CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. Business Continuity , CX Central.

Contact Center 221

Contact Center CCNG Best practices Government 221

CCNG

JULY 3, 2024

This is where CX analytics plays a vital role. By analyzing and interpreting customer data, CX analytics delivers factual insights that allow companies to personalize their support services – they become better equipped to address customer needs and pain points.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

NOVEMBER 1, 2023

Three – Early Adoption of Data-Driven Decision-Making: Long before the term “data-driven” became popular, WFM teams have relied on data and analytics to optimize call center operations. And that’s a strategic advantage! Let’s work together to elevate the role of WFM and drive positive change within our organizations.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

CCNG

MAY 30, 2024

If your platform produces amazing forecasts but no aligned schedules, then you likely have a data analytics platform and not a WFM platform. You want your scheduled number of agents to increase as your volume increases, and you want schedules to decrease as volume decreases.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

MAY 27, 2021

Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. Bringing in a consultant allows you to be educated on the functions and features that are available. Eric has been in the contact center industry over 25 years and is founder of ContactCenterPRO Consulting.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

JANUARY 18, 2023

It bridges the communication gap between finance and customer service, and the gap between WFM software, analytics and the financial contributions of the Contact Center. Robert Bradshaw is Founder / President at WiserOwl LLC and a CCNG colleague and advocate.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 195

CCNG

AUGUST 21, 2024

Joe Fernandez started Klout (a website and mobile app that used social media analytics to rate its users according to online social influence) that sold to customer experience technology company Lithium in 2015.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

MARCH 1, 2022

You can give them credit for a particular slide, for the analytics in the graph, or even the illustration on the slide if it’s really creative. Another approach is to choose someone that you would not normally ask to collaborate with. Work on the project together, and give them specific acknowledgment as you both are presenting.

CCNG 195

CCNG Engineering Consulting Consulting 195

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers. from 2022 to 2030.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CX Global Media

JULY 11, 2019

David Hadobas CEO, CCNG. About David Hadobas : David started CCNG in 1991, recognizing limited resources for information among contact center /customer care management. CCNG’s mission to provide a community for member-driven agendas, topics, events and conversations provides true peer learning for contact center management.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call. Finally, we asked about what people are planning to add in the near future.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

MARCH 13, 2024

Categorize the solutions available as generative or analytical (see below). When you implement analytical AI like conversational analytics, this enables you to listen to what your customers are telling you. AI does not need to be difficult when you follow a simple formula. Match the symptom to the solution. Rinse and repeat!

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

AUGUST 7, 2024

On the customer side, you have improved personalization , more effective chatbots, increased automation, customer sentiment feedback analysis and more. Operationally, tools like predictive analytics powered by machine learning are changing the game.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

SEPTEMBER 25, 2024

AI technologies such as Agent Assistance and AI-augmented Quality Analytics allow agents to get the help they need in real-time without having to call for help. With such a large variety of potential encounters your CX team may have, this enables you to equip employees to deliver outstanding customer experience more effectively.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

CCNG

OCTOBER 19, 2022

(Gartner, 2022) Over 50% of CX professionals say their organization is planning to use predictive analytics and artificial intelligence ‘somewhat’ or ‘significantly’ more than they were doing so last year. 44% of respondents’ organizations plan to use journey analytics more, as well.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

MARCH 6, 2024

There are many types of AI, however, 95% of AI is being utilized effectively and most of the innovation in the contact center is based on Generative and Analytical. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

DECEMBER 25, 2024

As an example, a large global travel client used analytics to improve self-service, reducing customer contact volume by as much as 30%. They can extract valuable insights from this data, aiding in decision-making and offering predictive analytics for clients.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195