CCNG

AUGUST 14, 2024

My previous experience working with outbound sales agents proved invaluable: there were scripts to be followed, and the most successful agents were always those who could read a script and carry on a conversation without sounding like a robot. The candidate was asked to read the script aloud as they would to a customer.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

CCNG

JUNE 7, 2023

CCNG members and veteran contact center leaders Fred Stacey and Adam Boelke recently discussed with fellow members the potential impact, current challenges, misconceptions and future of ChatGPT in contact centers. In the end, writing scripts, using it for marketing or content and other simple tasks appear to be the main use cases right now.”

Contact Center 195

Contact Center CCNG APIs Scripts 195

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

CCNG

APRIL 27, 2022

The systems were proprietary, everything was hand calculated, and the agents’ scripts were in huge eight-inch binders. Every script change had to be printed out. I would harness their ideas and run the game plan by them; then they would give me feedback. NOTHING was done without constant feedback. People were stepping up.

CCNG 195

CCNG Contact Center Scripts Feedback 195

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. Conversational Self-Service: Conversational AI goes beyond scripted interactions, offering intuitive self-service options.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

SEPTEMBER 25, 2024

Older chatbots relied on a static script, but now conversation chatbots can react more effectively to whatever inputs a customer is giving them. They also receive instant feedback on what parts of their call were successful (or maybe not so successful) and how to make the next one that much better. #3.

Chatbots 195

Chatbots Technical Support Scripts Interactive Voice Response 195