CCNG

JANUARY 29, 2025

Agents get the information they need for each channel, in a way thats easy for the customer to understand, all from one central source. Customer Self-Service: A KMS can go beyond the contact center to power customer self-service options like website FAQs, mobile apps, chatbots, and customer portals.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

JANUARY 1, 2025

This post was submitted by Lorne Wood , a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions.

Omni-channel support 195

Omni-channel support CCNG Upselling outsourcing 195

CCNG

MAY 10, 2023

You encountered a chatbot that was clueless about what you were inquiring about, one that couldn’t refer you to a “live person” because they weren’t available. Bad customer service is our new normal? It’s then, and only then, that we can deliver better experiences to our customers each day. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. The drive toward self-service is a reality and with good reason, as customers want self-service. This can add another 30 to 45 seconds to the call.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

OCTOBER 19, 2022

56% of CEOs and 66% of top managers are involved in Customer Experience activities according to the employees. Lumoa , 2018) Only 13% of companies believe that HR has an impact on Customer Experience activities in the company. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

OCTOBER 4, 2023

Now, let's dive into this fascinating fusion of tech and customer care. I do not discount that a world where AI-driven chatbots handle routine inquiries and human agents tackle complex customer issues will result in some downsizing of that frontline workforce. Are you prepared enough to help yourself and others?

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CCNG Engineering Education Chatbots 195