CCNG

JANUARY 29, 2025

Key Features of a KMS Heres what makes a KMS the game-changer in todays contact centers: Speed of Delivery: Unlike traditional document holders, a KMS is designed to deliver answers within seconds. Closing Thoughts This isnt your mothers contact center anymore. Some systems even leverage Generative AI.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

DECEMBER 11, 2024

The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. Moreover, it does not offer handy out-of-the-box integrations to your CCaaS or CRM systems for example. ” Thank you to CCNG member Cognigy for sharing these insights.

Customer Service 195

Customer Service CCNG APIs Entertainment 195

CCNG

NOVEMBER 9, 2021

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud. There are many incredible case studies of AI positively transforming the contact center.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

CCNG

MARCH 16, 2022

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Together we have more than 56 years of experience.

Contact Center 195

Contact Center CCNG Best practices Consulting 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. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. Performance improvement processes are a continual battle.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

FEBRUARY 22, 2021

If I had to go to a manual method at my call center (using a different method of logging tickets, because I lost my CRM or my ticketing system) then how do I get back into getting that data back into the systems? Your key business applications (CRM, your ticketing system, etc.) And agent availability is the last big one.

CCNG 195

CCNG Contact Center CRM Call Center 195