CCNG Contact Center Interactive Voice Response 
CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. For more information on CCNG member hosted events, please visit CCNG.com/Events.
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.
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CCNG
JULY 17, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. Ron Owens is SVP Operations at Aria Solutions (recently acquired by Avtex in November 2020) and long time CCNG member and advocate.
CCNG
JULY 3, 2024
As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92
CCNG
FEBRUARY 22, 2021
In focusing on call center type of work and we've got five key areas here (I call them The Big Five ): Internet access Physical building issues Your phone / telephony system (losing access to your IVRs, your prompts, etc.) Your key business applications (CRM, your ticketing system, etc.) And agent availability is the last big one.
CCNG
MARCH 23, 2021
Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Now, AI is shaping how contact centers operate. Contact centers are becoming more responsive and efficient, and they're providing elastic customer service for the first time.
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