CCNG

JULY 17, 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.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 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. We will continue to update this contact-center-centric resource as new information becomes available.

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

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

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Performance improvement processes are a continual battle.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents. Playbook and Planner.

Contact Center 120

Contact Center CCNG Morale Coaching 120

CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

CCNG

AUGUST 21, 2024

The last few years have seen an explosion CCaaS “Contact Center as a Service” in the customer experience technology stack. CCaaS is a cloud-based customer service solution that allows companies to leverage a contact center without the need to maintain physical infrastructure or extensive on-premises equipment.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. That is because empowerment is made up of two equally important components, and right now, almost every Contact Center in the world has only one. The concept is simple.

Agent Empowerment 195

Agent Empowerment CCNG Contact Center Morale 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

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

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. That is what every contact center decision is based upon.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

SEPTEMBER 25, 2024

AI-Based Customer Service Training In the contact center space, turnover is high, and job satisfaction is low , which can negatively impact customer interactions. 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.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

CCNG

AUGUST 7, 2024

As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX. 59% of organizations cite cost savings as the number one reason they outsource. Working with a BPO provider can bring cost savings in many ways.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

OCTOBER 19, 2022

NICE inContact, 2018) Contact center performance drives both loyalty and churn. 90% of consumers said they are likely to stay loyal after a positive call center experience; 73.7% said they are likely to switch after a negative call center experience. Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

DECEMBER 25, 2024

In the dynamic landscape of CX providers and contact centers, communication and customer service plays a pivotal role in ensuring customer satisfaction. Ultimately, this led to contact center agents increasingly handling complaints, rather than spending time resolving issues.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195