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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

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. Personalized Access and Permissions: KMS tools provide flexible permission levels so teams or roles can access tailored information.

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From Trends to Transformation: The AI-First Contact Center

CCNG

This marked a shift away from on-premises software that required employees to be physically present at the contact center. Cloud-based software solutions, like Contact Center as a Service (CCaaS), followed suit, promising flexibility and scalability.

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From Contact Center to Customer Experience Center – Are You Ready?

CCNG

Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint. Why the Shift from Contact Centers to Customer Experience Centers? Workforce Optimization & Outsourcing Labor remains the biggest cost for businesses.

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7 Reasons ChatGPT Alone Can’t Deliver the Customer Service You Need

CCNG

The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. ” Thank you to CCNG member Cognigy for sharing these insights. They are empowering enterprises to deliver exceptional service that is instant, personalized, in any language, and on any channel.

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Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. How can I make conversations personal over video? How can I make coaching as effective when not in person?

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Cloud Based Solutions, the Contact Center and Future of AI

CCNG

Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. The way humans describe their customer service needs vary widely from business to business, and they vary massively from person to person.

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Be a Difference Maker! 

CCNG

Most likely it is a natural desire within your personality to serve others. The good news is that one positive person in the middle of an organization full of negative individuals can make a huge difference. Be that person! David Reed is a CCNG member and Customer Service and Process Training Expert.

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