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. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.
CCNG
JULY 17, 2024
We understand that integrating a new solution, whether that is AI, a point solution, an IVR, or anything else, is not an easy process. Call routing, interactive voice response and voice-based chatbots are a few examples of that technology. Implementation takes time, and change is difficult to manage.
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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.
CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. I predict 2021 will bring renewed analysis and investment in self service – not only in emerging tech like chat bots, but basic bread and butter self-service technologies like legacy IVR.
CCNG
FEBRUARY 10, 2022
Since partnering with Operative Intelligence, which uses AI to analyze their member interactions, Mark has been able to: Identify almost 900 unique contact types including the root cause, volume, cost and sentiment Discover that 31% of these interactions can be completed via self-service and how these can be addressed through the IVR Engage the broader (..)
CCNG
FEBRUARY 22, 2021
In focusing on call center type of work and we've got five key areas here (I call them The Big Five ): Internet access Physical building issues Your phone / telephony system (losing access to your IVRs, your prompts, etc.) Your key business applications (CRM, your ticketing system, etc.) And agent availability is the last big one.
CCNG
FEBRUARY 15, 2023
BOTs, IVRs and AI might be glitzy, but they rarely build strong relationships. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor. Bob can be reached via the CCNG website member directory or on LinkedIn.
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