CCNG

AUGUST 28, 2024

Understanding The Intricacies of Contact Center Automation Contact center automation involves automating and optimizing customer service through the strategic use of technologies like Artificial Intelligence (AI), Interactive Voice Response (IVR) systems, Natural Language Processing (NLP), Machine Learning (ML), Robotic Process Automation (RPA) etc.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

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 195

CCNG Contact Center CRM Call Center 195

CCNG

FEBRUARY 15, 2023

Isn’t this the foundation of a CRM strategy? Don’t we feel more valued when we interact with an organization that knows who we are and values what we spend with them? BOTs, IVRs and AI might be glitzy, but they rarely build strong relationships. Bob can be reached via the CCNG website member directory or on LinkedIn.

Personalization 150

Personalization CCNG Customer Service B2C 150

CCNG

MARCH 13, 2024

The Two Main Types of AI Benefitting The Contact Center Generative AI is responsive and can generate high-quality text, images, responses, and content and utilize logic based on how it is trained. This is the foundation for AI agents, conversational AI, AI-assisted IVR, and a lot of the customer-facing AI you hear about.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195