CCNG

JANUARY 29, 2025

Some KMS can be integrated with a CRM and other software platforms Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

APRIL 30, 2025

Choose Technology That Supports Collaboration Look for knowledge management software that enables shared ownership, real-time updates, version tracking, and clear analytics. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Customer Service 195

Customer Service Management CCNG Self service 195

CCNG

AUGUST 23, 2023

With the advent of data analytics, these centers are not just handling customer inquiries; they are also becoming a goldmine of information that can revolutionize decision-making processes and enhance overall performance. The Impact of Data Analytics in Contact Centers: 1. Considerations When Implementing Data Analytics: 1.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 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