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Key Features of a KMS Heres what makes a KMS the game-changer in todays contactcenters: 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.
This marked a shift away from on-premises software that required employees to be physically present at the contactcenter. Cloud-based software solutions, like ContactCenter as a Service (CCaaS), followed suit, promising flexibility and scalability.
Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint. Why the Shift from ContactCenters to Customer Experience Centers? Workforce Optimization & Outsourcing Labor remains the biggest cost for businesses.
The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contactcenter 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.
The benefits of a strong quality assurance program stretch far beyond the walls of the contactcenter, 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?
Hosted contactcenter 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.
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.
In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. CCNG long time member, Amas is the author of 4 books, keynote speaker and Founder of BXG Academy focused on “Digital Training for the modern Human”.
By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contactcenters are using to address a very challenging labor market. Our discussion included topics such as (1) What strategies and incentives are contactcenters using to address a very challenging labor market? (2)
If you received a penny for every time you heard “automation” or “AI” in the contactcenter, 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 contactcenter.
If You Do Have to Mandate an RTO Policy, Personal Autonomy Matters: Unispace’s study shows that people are more open to RTO if it’s by choice and for the right reasons. Our Cs of Success culture framework can help you address these underlying cultural issues, regardless of work location, and improve company results.
Introduction ContactCenters are transforming rapidly to meet the demands of a digital age. Contactcenters have stepped up with self-service options, but they don’t always hit the mark. Introducing Generative AI (GenAI), the innovative force reshaping self-service in today’s contactcenters.
CCNG members and veteran contactcenter leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contactcenters. ChatGPT has captured the attention of everyone by smashing record adoption rates globally.
I am an old school contactcenterperson. I would love to say that "back in the day,” I had meetings with every other department in my contactcenter to discuss strategies, upcoming events, and issues that needed to be ironed out, but the fact is, I didn't. I would like to take a moment to explore why that is.
CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. We will continue to update this contact-center-centric resource as new information becomes available.
The technological advancements of recent years have paved the way for transformative trends that are reshaping how contactcenters operate, deliver services, and engage with customers. In this article, we will explore five important technical changes happening in contactcenters.
If this is the case for your contactcenter, the Hire Dynamics’ ContactCenter Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contactcenter operations in 2022 and beyond. Customized modern performance management systems ? ? ?These
In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contactcenter industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.
In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contactcenter industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength.
While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., ContactCenters. By rapidly embracing digital tools like AI, Analytics, and Automation, contactcenters are completely changing how they function and deliver customer experience.
Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contactcenter outsourcing.
In today's fast-paced business landscape, contactcenters play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contactcenters, along with considerations and watchouts that organizations must keep in mind.
ContactCenter 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 contactcenter industry, can be a daunting task. Performance improvement processes are a continual battle.
Does your contactcenter jokingly reference certain teams as “Bad News Bears”? Contactcenters are typically composed of individual teams tasked to meet common goals determined by the organization. Soon, the Bad News Bears stigma will come to an end in your contactcenter.
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members. Below are key points from this discussion.
However, for many contactcenters it’s now time to focus on the new path forward. Tapping into these shared experiences and professional relationships is how good contactcenters get better! At CCNG, we know strong brands are built on exceptional customer care. Organizations, customers and staff are unsettled.
We all know that many jobs are filled by networking, especially true in contactcenter, customer care and customer experience leadership positions. I would prioritize having conversations with the hiring person first or someone close to the hiring person.
It has the potential to revolutionize the way contactcenters operate and deliver customer experiences if done correctly. While the possibilities are still being explored, there is so much opportunity presently for contactcenters to take advantage of this technology. Because you are.
VP of Technology at Cognigy , Derek Roberti, recently hosted a live chatbot critique with CCNG members during a virtual Town Hall. Some of the questions that came from members focused on getting started with chatbots , how to create a voicebot , and how to calculate ROI of contactcenter automation.
Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. Be aware of the top five most common mistakes businesses make during the process that can lead to a derailment.
We all know that contactcenters require a thoughtful balance of People, Process and Technology. The technology in a contactcenter, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.
My organization works with company’s contactcenters to help them design and build effective digital engagements using the most acclaimed customer engagement application on the planet - Salesforce. But customers today expect more than just a new interactive FAQ. Adjust your conversation flows accordingly.
You’ve heard me say the most powerful-- and overlooked-- tool in the contactcenter is your professional network. The goal is not to amass a larger audience, but to build important personal and professional relationships that enhance your knowledge and expand your abilities. Ask your trusted connections for connections.
Give a crap It used to be that employees were advised to leave their personal lives at home, but if you want a team that's dedicated to making a difference, then they need to know that someone cares about them beyond their performance. Start by sharing more personal aspects of your life and being vulnerable.
Maintaining connectedness within a contactcenter has always presented unique challenges. High attrition rates, inherently diverse workforces, labor shortages and an extraordinarily dynamic technology backdrop thicken the plot for the customer contact narrative. Gather in person.
This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Truth At The Core Contactcenters depend on a wide range of technologies to operate effectively. Contactcenters with advanced data management capabilities can easily leverage performance-based compensation strategies.
I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contactcenter) to the organization’s success, only to have it come back to haunt them. Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox.
Provide personalized, omnichannel experiences that are context-based and low effort. Modern contactcenters support many digital channels, touchpoints and interaction modes. And that limits your ability to provide a personalized, contextual customer experience. Use contextual information to personalize journeys.
Budgets are getting tighter, and executive teams are asking contactcenter leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contactcenters don’t have enough customer-facing workers. It’s a vicious cycle.
was my first day of work as the Director of Operations for a contactcenter outsourcing company. Their operations consisted of a large fulfillment center, the contactcenter, and a large client services organization serving almost 100 clients in the business-to-consumer and business-to-business industry verticals.
Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. What was left to be handled by a person in the center was the more complex, so they need complex problem-solving skills. The transactions have gone online," she said.
Throw a pandemic on top of this tectonic shift in expectations and you have a tidal wave of change impacting how we recruit and retain employees in our contactcenters. Shouldn’t our approach be more personal, more directed, more experience oriented? Bob can be reached via the CCNG website member directory or on LinkedIn.
As a contactcenter leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contactcenter agent apathy before it affects performance metrics (and profits!). What's a leader to do then?
While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contactcenter who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels. Time is our scarcest resource.
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