CCNG

MARCH 15, 2023

Regardless of how seamless a self-service option is, or how simple a process is for finding a solution online, customers may opt to call in and speak to an agent directly to fulfill their interpersonal needs. This could lead to: Lack of customer adoption of self-service channels. Longer handle times.

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Call Center CCNG Self service Surveys 195

CCNG

JULY 22, 2021

Answer - Bots have the ability to unlock knowledge, to recommend answers to complex customer requests via self-service options. Based in Memphis TN, contact center industry veteran Bob Furniss serves as a CCNG Academy member, working as a leader in Slalom’s Global Salesforce Practice, focused on all-things related to contact centers.

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CCNG Chatbots Contact Center Self service 195

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. It’s here to stay, and it will get better over time. The business climate continues to rapidly change.

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Management Average Handle Time Self service CCNG 195

CCNG

JUNE 21, 2023

Plus, customers can seek self-service, assisted-service or proactive-service options. Power your self-service channels with a robust knowledge base so users can find the information they need. But digital or self-service channels can’t always answer the question.

Customer Service 195

Customer Service CCNG Self service Automotive 195

CCNG

JANUARY 11, 2023

During this uncertain time, you might also be lulled into thinking that your customer service or support center is the best place to trim spending. As someone who has been in this industry on and off for 30+ years, that would be a mistake. Michelle Randall is a long time CCNG advocate and past member, currently the CMO with Playvox.

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. 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

JULY 3, 2024

Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion. Contact center outsourcing promises several benefits, including – Access to industry expertise while being time and cost-savvy A reliable BPO partner possesses in-depth domain expertise and knowledge.

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outsourcing Contact Center Airlines CCNG 195

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. For an industry already facing labor challenges and the need to evolve the pandemic accelerated the need to overcome those challenges.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

CCNG

JULY 27, 2022

While the list of KPIs is endless, standard metrics that have stood the test of time include Quality Assurance (QA), Customer Satisfaction (CSAT), First Call Resolution (FCR), After Call Work (ACW), Service Level, and Occupancy. However, metrics have changed along with the industry. As mentioned, it is a valuable forecasting measure.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Avaya

OCTOBER 25, 2018

Dale’s primary focus is developing innovative solutions for companies in consumer packaged goods, food and beverage, retail, hospitality, consumer goods, OTC and other industries. Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. Lower the barrier to self-service. Download the Full Report.

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CCNG Advertising Self service Surveys 47

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” over the last two years, 2.4

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

MARCH 6, 2024

Good thing that at InflowCX we don’t serve the industry serving the contact center world, we serve the contact center industry. How does AI transform self-service in contact centers? Customers have a reasonable expectation of self-service and what they can accomplish without needing an agent to assist.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

DECEMBER 25, 2024

In the dynamic landscape of CX providers and contact centers, communication and customer service plays a pivotal role in ensuring customer satisfaction. To satisfy these needs, CX providers have increasingly integrated intelligent automation and machine learning technologies to enhance their services and improve operational efficiency.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195