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Top 05 Emerging Technological Trends in Contact Centers

CCNG

The shift to remote work prompted contact centers to adapt their workforce management strategies. By automating routine tasks and leveraging human skills for complex queries, contact centers maintain a balance between operational efficiency and empathetic customer service.

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The Spotlight Is On the Back Office—Finally!

Verint

Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time.

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