CCNG

AUGUST 28, 2024

Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. Conversational Self-Service: Conversational AI goes beyond scripted interactions, offering intuitive self-service options.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing wait times. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

APRIL 12, 2023

Re-evaluating your agents’ location is a good step toward outsourcing some of the workflows. Having a Business Process Outsourcing (BPO) to fill in during peak times or handle some of your lower-tiered calls can relieve stress within your contact center.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

DECEMBER 25, 2024

However, while striving to achieve cost efficiency with critical processes, generative AI has emerged today. As an example, a large global travel client used analytics to improve self-service, reducing customer contact volume by as much as 30%.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195