CCNG

JULY 10, 2024

A study by Salesforce found out that 73% of companies believe that providing superior customer experience is key to business growth. The GenAI Self-Service Revolution In today’s whirlwind world, customers want quick solutions. CCNG would like to thank our colleagues at Venturesathi for sharing these insights.

Contact Center 195

Contact Center Gamification Brand ambassadors CCNG 195

CCNG

JANUARY 11, 2023

The New Shift Providing exceptional customer service is certainly not a new concept. It’s been a theme across business books, case studies, and articles. Customers want empathetic customer experiences – to be heard and have their issues resolved (either through self-service or other means).

Customer Service 195

Customer Service CCNG Education Self service 195

CCNG

AUGUST 28, 2024

According to a study by Grand View Research, the global call center AI market is expected to reach USD 7.08 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.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

According to a PWC study, 80% of US consumers regard “speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience.” For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

outsourcing 195

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. This technology is more than a complex web of pre-written prompts.

Technology 195

Technology Customer Service Virtual Agent Self service 195

CCNG

JULY 27, 2022

The good news is that productivity among remote workers is generally on par, and in many sectors, better than their in-office counterparts — 47% more according to one study. Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195