CCNG

OCTOBER 11, 2023

You try to resolve the issue yourself and spend 10 minutes on the company's website; you even try the automated chatbot, the dreaded last resort. Michelle Martinez is a CCNG Academy member, experienced leader with a strategic and logical approach, emphasizing servant-led leadership and fostering collaboration.

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

MARCH 1, 2023

AI and chatbots are taking over the simple interactions that used to give agents a mindless moment or two between the more challenging interactions. Max Ball is a long time CCNG advocate and past member, currently a Principal Industry Analyst with Forrester. That one-on-one experience is being strained in significant ways.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

SEPTEMBER 11, 2024

For example, AI-powered chatbots or virtual assistants offer personalized suggestions based on previous interactions, leading to higher satisfaction and loyalty. To learn more about AI-powered chatbots and virtual assistants, check out our previous article here.

Contact Center 195

Contact Center Technology CCNG First call resolution 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. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

SEPTEMBER 29, 2022

For example, loyalty platform, Punchh, works with some of the biggest brands in the restaurant industry, and several of them have mentioned their loyalty programs are their secret sauce in today's volatile marketplace. Roshni Wijayasinha, Prosh Marketing Jessica Gopalakrishnan is the Senior Director Of Marketing at Cognigy, a CCNG member.

Self service 195

Self service CCNG Chatbots B2B 195

CCNG

JULY 3, 2024

Contact center outsourcing promises several benefits, including – Access to industry expertise while being time and cost-savvy A reliable BPO partner possesses in-depth domain expertise and knowledge. They must be ready to cater to customer requests via phone, email, live chat, chatbots, instant messaging, and social media platforms.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

SEPTEMBER 27, 2023

But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. It can also provide answers to a customer portal, customer app, chatbot, and FAQs on a website. The business climate continues to rapidly change.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. 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. What research do I have to prove my point, you may ask? But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

SEPTEMBER 25, 2024

Conversational Chatbots The global chatbot market continues to grow , thanks partly to continual AI and machine learning innovations. Chatbots have been around for a while, but as tech evolves, so does the functionality of the bots. At the End/Afterwards: When your customer is done speaking to your customer service team.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

CCNG

AUGUST 9, 2023

Our Generative AI Quick Hit List: Be Specific Chatbot Enhancement Elevated Training Opportunities Analyze & Improve Create Content in Real Time Start Small & Be Bold Specificity Is Everything with Generative AI One of the most common mistakes made when starting is using generative AI to answer questions. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

AUGUST 7, 2024

That means, as a company, you need to meet your clients where they are — online — without compromising your level of customer experience. Having chatbots and virtual assistants that are instantly responsive means your online customers get the support they need to buy.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

MARCH 13, 2024

Staffing Shortages in The Contact Center Won’t Go Away Without Action The hurdle our industry has faced repeatedly is staffing or the lack of staffing available. The increasing integration of AI-powered solutions, such as chatbots and advanced machine learning is streamlining operations and enabling personalized customer interactions.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

OCTOBER 19, 2022

Accenture, 2018) By industry, supermarket chains provide the best customer experience, while TV and Internet service providers provide the worst. Oracle, 2018) Industry leaders reported that they improved their customer satisfaction KPI metric target by 47.1% over the last two years, 2.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Altitude

APRIL 3, 2018

It’s not a news anymore that people today choose and buy experiences, not products or services, and the advancements in technology increase both customer expectations and space for businesses to wow them. The potential of wowness (what a word, huh? Does it even exist? Well it does now ?? )

Banking 49

Banking Technology CCNG Chatbots 49

CCNG

OCTOBER 4, 2023

Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). 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.

CCNG 195

CCNG Engineering Education Chatbots 195

CCNG

MARCH 6, 2024

Good thing that at InflowCX we don’t serve the industry serving the contact center world, we serve the contact center industry. Generative AI improves customer interactions by powering conversational agents, chatbots, and AI-assisted tools, and anticipating customer needs. What does that even mean?

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

DECEMBER 25, 2024

The importance of efficient customer service with contact center operations cannot be overstated, and many companies across a diverse set of vertical industries today require the use of sophisticated technology that enables agents to respond faster, with more accurate information.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195