CCNG Personalization Scripts 
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.”
CCNG
AUGUST 23, 2023
Personalized Customer Experiences: With data analytics, contact centers can segment customers based on their preferences and behaviors. This segmentation allows agents to offer personalized solutions, recommendations, and targeted promotions, creating a more tailored and engaging customer experience.
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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. Their personal lives were evolving because of how they were engaged at work. People started registering for college courses. Some signed up to take their GED.
CCNG
AUGUST 28, 2024
Increases Engagement: Automation enables faster response times, personalized interactions, and 24/7 availability through self-service options such as chatbots and interactive voice response (IVR) systems. This helps them personalize customer interactions and make informed strategic decisions.
CCNG
JUNE 5, 2024
To help them, you could provide a list of suggested questions and topics, but try to avoid sounding scripted. Are they empowered to listen to your customers and then relay the gathered feedback to the appropriate person in your organization? David Reed is a CCNG member and Customer Service and Process Training Expert.
CCNG
SEPTEMBER 25, 2024
The best thing about AI is that it helps us do things faster and better, but it can’t replace the unique feeling of connecting with another person in customer service. Older chatbots relied on a static script, but now conversation chatbots can react more effectively to whatever inputs a customer is giving them.
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