CH Consulting Group

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Events

SOCAP Recap

Returning from SOCAP’s Fall Symposium where I met up with some of my team members and other industry professionals, I am overwhelmingly happy and proud.

September 23, 2022

Quality Assurance

Top 5 Underutilized Contact Center Software Capabilities

The contact center industry develops continuously, as does the technology used to optimize performance. To remain competitive, businesses must keep up with these changes, and many do by investing in robust contact center software. However, much of this beneficial technology goes underutilized.

September 20, 2022

Automation

Intelligent Automation in the Contact Center

Using call center automation, businesses can automate repetitive tasks to allow agents to focus on more complex tasks, save time and money, and increase efficiency.

August 23, 2022

What AI Can’t Do in the Contact Center

As Artificial Intelligence (AI) becomes increasingly sophisticated, some predict (and even fear) it will take over jobs that humans do, including those of call center

August 15, 2022

CHCG Audits

Benefits of Third-Party Contact Center Audits

By regularly performing contact center audits, leaders can assess and understand the various areas of contact center operations and pinpoint areas for improvement to increase

July 21, 2022

CHCG Audits

The Importance of Contact Center Audits

The purpose of a contact center audit is to gather information on the operations of a call center to understand what’s going well and identify

July 18, 2022

How AI Can Help Improve Customer Experience

Artificial Intelligence (AI) is helping to increase efficiency, conversions, customer satisfaction, and retention for companies. This is expected to increase in the coming years as

July 11, 2022

Uncategorized

Lessons from NECCF

Several of my team members and I recently had the opportunity to attend the annual Northeast Contact Center Forum(NECCF) at Gillette Stadium in Foxborough, MA, home

June 22, 2022

CH Consulting Group

Blog Content

SOCAP Recap

Top 5 Underutilized Contact Center Software Capabilities

Intelligent Automation in the Contact Center

What AI Can’t Do in the Contact Center

Benefits of Third-Party Contact Center Audits

The Importance of Contact Center Audits

How AI Can Help Improve Customer Experience

Lessons from NECCF

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Contact Center Technology

Contact Center Operations

Customer Experience

Contact Center Assessments

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