CCNG

MAY 17, 2023

ChatGPT is Chatbot. It is a super powered chatbot that can do many things earlier generation chatbots couldn’t do. Like all chatbots, it has been programmed to deliver an answer to a question. However, unlike previous chatbots, it does not rely on specific programming to deliver each answer. What is ChatGPT?

Customer Service 195

Customer Service CCNG Government Chatbots 195

CCNG

AUGUST 28, 2024

So, let’s dive into the realm of contact center automation, exploring how contact centers are leveraging advanced technologies to revolutionize operations and deliver great customer experience and the significant benefits they stand to gain from this digital-first approach.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 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. Deploy technology that allows the agent to focus on the customer. Max Ball is a long time CCNG advocate and past member, currently a Principal Industry Analyst with Forrester.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ 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

FEBRUARY 24, 2022

Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out. Leverage current technology to filter IN, not OUT. Whenever possible, answer in real time even if it is only though chatbots.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

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. 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.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

SEPTEMBER 25, 2024

With advancements in AI technology, the future of AI in customer service is unfolding before our eyes, providing every company with the chance to enhance their CX swiftly. Conversational Chatbots The global chatbot market continues to grow , thanks partly to continual AI and machine learning innovations.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195

CCNG

AUGUST 7, 2024

As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. Customers can experiment with new technology without the cost and risk of deploying it themselves, and BPOs enjoy improved margins when they can include digital offerings of any kind.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

AUGUST 9, 2023

While the possibilities are still being explored, there is so much opportunity presently for contact centers to take advantage of this technology. When implementing generative AI in your contact center, start with small, manageable projects and gradually scale up as you gain experience and confidence in the technology. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. That is what every contact center decision is based upon.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. This brings us back to leading technologies and the promise they have for reducing effort for everyone. Chatbots: Prosperous Future or Disaster? Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

CCNG

OCTOBER 19, 2022

Zendesk, 2022) 63% of customers are happy to be served by a chatbot if there is an option to escalate the conversation to a human. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot. NICE inContact, 2018) Contact center performance drives both loyalty and churn. Deloitte, 2021) 80.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Aria Solutions

OCTOBER 9, 2019

Interactions once conducted on traditional channels like voice, email and standard IVR are moving to more manageable, lower-cost alternatives like chatbots, VPA (Alexa) and WhatsApp. But with rapid technological advancement, the pace of change is accelerating.

CCNG 9

CCNG Customer Service Contact Center Interactive Voice Response 9

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

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. History though teaches us that technological advancements often pave the way for new job horizons.

CCNG 195

CCNG Engineering Education Chatbots 195

CCNG

MARCH 6, 2024

When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data handling, but digital transformation is vital for brands to unlock all they can deliver for their customers.” Like an outsider looking in.

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