CCNG
JANUARY 29, 2025
Some KMS can be integrated with a CRM and other software platforms Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.
CCNG
DECEMBER 11, 2024
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. It must easily integrate with multiple critical systems ChatGPT is not connected to the internet nor designed for it.
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CCNG
NOVEMBER 9, 2021
CRM has long been in the cloud. If you still have questions, feel free to find me in the CCNG Slack group or at owen@iv.ai Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI. COVID sent agents to work remotely, and the current job market will keep them there.
CCNG
MARCH 16, 2022
For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members. Together we have more than 56 years of experience.
CCNG
SEPTEMBER 17, 2020
Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems. Finally, the Systems cornerstone includes things like having integrated systems and using a mature Customer Relationship Management (CRM system.)
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
MARCH 23, 2022
This includes the documentation of customer interactions in a company-wide CRM tool and access to delivery schedules and product details. David is a regular contributing CCNG member who started his practice Customer Centered Consulting Group over 20 years ago to improve customer service and process efficiency.
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