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 195

CCNG Interactive Voice Response Contact Center Self service 195

CCNG

MARCH 23, 2022

Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options. Unless the customer does not have an option, they will tend to find a company who communicates using their preferred channel.

CCNG 195

CCNG Call Center Education Self service 195

CCNG

NOVEMBER 17, 2020

These forward-thinking organizations are empowering customers to use self-service options like help center articles or AI-powered tools (with?AI Emma English is Marketing & Communications Manager at Humach, a CCNG corporate member. AI solving more than 10% of requests).

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

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.

Call Center 195

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.

CCNG 195

CCNG Chatbots Contact Center Self service 195

CCNG

JULY 10, 2024

In this article, we’ll explore five pivotal technical trends poised to revolutionize contact centers in 2024: the GenAI self-service revolution, the emergence of the contact center agent as a talent, the game-changing Agent Copilot, the empowering Supervisor Copilot, and the engaging power of gamification.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

NOVEMBER 16, 2022

Delivering this seamlessly for your customers also dramatically reduces costs, specifically through increased use of self-service and reduction of repeat calls and misdirects. Prioritize – In analyzing data and speaking with customer service representatives, many different areas for improvement will surface.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 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.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

JANUARY 11, 2023

Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means). When it comes to customer service and customer experience today, what is the best approach for organizations to prepare for success?

Customer Service 195

Customer Service CCNG Education Self service 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

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. 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

Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing wait times. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

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outsourcing Contact Center Airlines CCNG 195

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

FEBRUARY 21, 2024

The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

MARCH 6, 2024

How does AI transform self-service in contact centers? AI-powered self-service options like intelligent FAQs, advanced IVR systems, and AI-powered chatbots enhance customer experience and free up agents for complex issues, improving overall efficiency.

Contact Center 195

Contact Center Calibration Interactive Voice Response Analytics 195

CCNG

DECEMBER 6, 2020

Next in line, there was a 5-way tie for the following capabilities: Omni Channel, Speech Analytics (word or sentiment recognition), Proactive Notifications, Chat Bots, and Intelligent routing to match best agent for each call.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

CCNG

APRIL 12, 2023

Yes, an agent handled the call, however, would a self-service solution work better? Taking time to map the journey your customer has taken to arrive at the right resolution is something that can be done through automation. Those are some of the many questions that lead to a fully optimized contact center.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

Avaya

OCTOBER 25, 2018

Dale is an active member and conference speaker at SOCAP, ICSA, and CCNG. This is a clear sign that brands should provide things like online FAQs, work towards lowering the barrier to self-service and not underestimate product reviews. Lower the barrier to self-service. Download the Full Report.

CCNG 47

CCNG Advertising Self service Surveys 47

CCNG

JULY 27, 2022

Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively. With all the variables that impact AHT—inability to hire and train agents, supply chain issues, more complex problems—it's hard to control both FCR and AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Altivon

MARCH 20, 2018

In the meantime, chatbots and blended AI are making their way into contact centers, providing additional self-service options and freeing agents for more complex interactions. For more about Driving Contact Center Change, watch our recent conversation with David Hadobas of CCNG “ Contact Center Journey—from Here to Where? ”.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

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.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

CCNG

DECEMBER 25, 2024

As an example, a large global travel client used analytics to improve self-service, reducing customer contact volume by as much as 30%. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195