CCNG

JANUARY 29, 2025

A KMS allows agents to follow step-by-step workflows, use decision trees, and access talk tracks seamlessly while assisting customers. 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.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CCNG

MAY 27, 2021

Migration from cost center to revenue center In the continual drive to do more with less, more contact centers are moving from being a cost center to a profit center by moving from pure customer support, to a sales focused center. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home.

Consulting 195

Consulting Consulting Contact Center Gamification 195

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

CCNG

MAY 30, 2024

Real-Time Monitoring Core Features Real-Time Work States Your WFM platform needs to have a direct connection to your CRM and/or your telephony platform that allows you to see an agent’s current work state vs. scheduled work state.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195