CCNG, Self service and Workshop - Customer Contact Central

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CCNG

Self service

Workshop

Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!

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

CCNG Contact Center Interactive Voice Response Education

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

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

Customer Experience Contact Center CCNG Self service

Alcon Hosts Contact Center Leaders at Recent CCNG Regional Networking Event!

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

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