Brand ambassadors, CCNG and Self service - Customer Contact Central

5 Contact Center Technical Trends

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center

Contact Center Gamification Brand ambassadors CCNG

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively. Call center agents are the brand ambassadors and voice of the customer. That doesn't mean we throw AHT under the bus, however.

Call Center

Call Center Metrics At home agents Average Handle Time

5 Contact Center Technical Trends

Call Center Metrics and KPIs to Measure Performance and Productivity

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