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.
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.”
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CCNG
AUGUST 23, 2023
This assists in identifying training needs, adherence to scripts, and compliance with company policies, ultimately leading to consistent service quality. Jason Mercer-Pottinger is a multi year CCNG magnet member and regular contributor to member programs and content. Considerations When Implementing Data Analytics: 1.
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. Attrition was close to 100% annualized, and most days 20% of the agents didn’t show up to work. Your company is waiting for a hero. They are waiting for you.
CCNG
AUGUST 28, 2024
Conversational Self-Service: Conversational AI goes beyond scripted interactions, offering intuitive self-service options. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.
CCNG
JUNE 5, 2024
To help them, you could provide a list of suggested questions and topics, but try to avoid sounding scripted. David Reed is a CCNG member and Customer Service and Process Training Expert. Some leaders are more comfortable with this type of interaction, but all leaders should be able to engage in conversation with your customers.
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. Conversational Chatbots The global chatbot market continues to grow , thanks partly to continual AI and machine learning innovations.
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