CCNG
DECEMBER 11, 2024
The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. 7 Showstoppers for a pureplay ChatGPT bot in Customer Service Conversational AI is a conversational interface used for interacting with software, designed around business needs.
CCNG
MARCH 12, 2025
In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. This leads to happier agents, which in turn leads to better customer service.
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CCNG
JANUARY 29, 2025
Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Whether your organization prioritizes speed, process, or risk management, with the right tools, your contact center can move beyond outdated document holders and into a future of efficiency and engagement.
CCNG
SEPTEMBER 13, 2023
Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. For more information on CCNG member hosted events, please visit CCNG.com/Events.
Speaker: Roger Lee, Director - Customer Success, Gridspace
Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? June 6th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT
CCNG
OCTOBER 26, 2024
Research by the Harvard Business Review suggests that engaged contact center agents show 22% higher profitability due to their enhanced productivity and commitment to delivering timely and efficient customer service.
CCNG
MARCH 12, 2021
Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
In case you missed the original live recording of this CCNG Fireside Chat, we invite you to register and join us for the replay. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Learn how to address, manage, and utilize: People.
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. But what about other digital channels?
Speaker: Roger Lee, VP Customer Success, Gridspace
For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. Providing data-driven coaching in live calls.
Speaker: Roger Lee, VP Customer Success, Gridspace
For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service. Providing data-driven coaching in live calls.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
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