ShepHyken

DECEMBER 10, 2024

How to handle angry customers is a topic Ive covered in the past. Recently, I was interviewed by three different reporters/authors about this topic within a week. Why, all of a sudden, is there a renewed or greater than usual interest in this topic? Ive been reading a lot about how the tough economy can cause customer frustration or anxiety. Maybe this is part of why some customers lash out at employees when theres a problem.

Customer Service 234

Customer Service Customer Experience Personalization Management 234

CCNG

DECEMBER 11, 2024

With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI. The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. When used stand-alone, it cannot deliver the basic must-have requirements for enterprise use and above all, is not even designed for them.

Customer Service 195

Customer Service CCNG APIs Enterprise 195

Callminer

DECEMBER 12, 2024

Contact Center 140

Contact Center 140

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i

Self service 109

Self service Enterprise Finance Healthcare 109

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

HelpCrunch

DECEMBER 12, 2024

One might think that talking to a client online is a piece of cake and doesn’t require special behavior or adhering to chat etiquette. Like it’s OK to answer with a simple ‘No’ even if [ ] The post Live Chat Etiquette: Top Tips For Unmatched Customer Service appeared first on The HelpCrunch blog.

Customer Service 127

Customer Service 127

AWS Machine Learning

DECEMBER 11, 2024

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive

Sales 95

Sales Accountability APIs CRM 95

Toister Performance Solutions

DECEMBER 12, 2024

Customer Service 80

Customer Service 80

Global Response

DECEMBER 9, 2024

Read Time: 10 minutes Table of Contents Intro Navigating the holiday season or busy peaks of the year can be stressful for businesses and customers. These busy surges can increase product demand, cause shipping delays, heighten customer frustration, and create employee burnout. If this is the case for your business, dont panic. In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

CSM Magazine

DECEMBER 10, 2024

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace. 1.

Customer Service 52

Customer Service Self service Chatbots Morale 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Service 193

Customer Service B2B Sales Self service 193

AWS Machine Learning

DECEMBER 9, 2024

With access to a wide range of generative AI foundation models (FM) and the ability to build and train their own machine learning (ML) models in Amazon SageMaker , users want a seamless and secure way to experiment with and select the models that deliver the most value for their business. In the initial stages of an ML project, data scientists collaborate closely, sharing experimental results to address business challenges.

Metrics 73

Metrics APIs Engineering Accountability 73

OctopusTech

DECEMBER 13, 2024

Using the right rendering method helps to improve webpage loading times. By understanding the difference between server side rendering vs client side rendering, you can improve your websites for optimal user experience. This article will provide a detailed comparison of the server side rendering (SSR) and client side rendering (CSR), and choosing which one to use.

Engineering 62

Engineering Analytics Accountability Technology 62

Global Response

DECEMBER 9, 2024

Read Time: 10 minutes Table of Contents Intro Automated customer service is reshaping how businesses handle customer support. By using customer service automation to handle routine tasks like answering FAQs, routing calls, or managing basic inquiries, companies can respond to customers faster, more consistently, and with fewer resources. Below, well dive into what automated customer service is and discuss how it can benefit your business.

Interactive Voice Response 62

Interactive Voice Response Customer Service Chatbots Customer Support 62

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Zappix

DECEMBER 11, 2024

In todays fast-paced digital world, customer service is evolving rapidly to meet rising consumer expectations. Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Businesses not only enhance the customer experience by providing these tools but also realize significant cost savings.

Self service 52

Self service Interactive Voice Response Customer Service Chatbots 52

TMP Direct

DECEMBER 10, 2024

Artificial Intelligence (AI) is transforming customer support by enhancing efficiency and satisfaction. As we look ahead, AI’s role in customer interactions will become increasingly vital. This blog explores the key trends shaping the future of AI in customer support, from hyper-personalization to autonomous systems. Todays customers expect tailored, meaningful interactions rather than just quick responses.

Customer Support 52

Customer Support Big data Chatbots Analytics 52

AWS Machine Learning

DECEMBER 10, 2024

Amazon Q Business is a generative AI-powered assistant that enhances employee productivity by solving problems, generating content, and providing insights across enterprise data sources. Beyond searching indexed third-party services, employees need access to dynamic, near real-time data such as stock prices, vacation balances, and location tracking, which is made possible through Amazon Q Business plugins.

Enterprise 97

Enterprise APIs CRM Engineering 97

Abby Connect

DECEMBER 9, 2024

Franchise owners juggle many responsibilities, from overseeing daily operations to maintaining brand consistency across locations. One area that can significantly enhance operational efficiency and customer satisfaction is call management. A call answering service for franchises can provide a professional, reliable solution that ensures no customer call goes unanswered.

Answering services 52

Answering services Management 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Concentrix

DECEMBER 12, 2024

Discover how a retailer implemented a cloud contact center solution, powered by Amazon Connect, to enable seamless customer interactions across multiple channels.

Cloud contact 62

Cloud contact Contact Center Self service contact center solutions 62

NobelBiz

DECEMBER 10, 2024

Debt collection has long been frustrating for businesses and customers, characterized by inefficiencies, high costs, and inconsistent experiences. According to recent industry insights, traditional debt recovery methods yield a success rate of less than 20%, highlighting the urgent need for innovation. The challenges of managing human-driven collections in an increasingly digital world are evident, but a robust solution has emerged: AI-powered voicebots.

Outbound sales 52

Outbound sales Analytics CRM Scripts 52

CSM Magazine

DECEMBER 9, 2024

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems. James Hughes, Group Head of Solutions at Sabio, explains. But what’s even more concerning is that those who’ve made the leap to cloud solutions aren’t necessarily reaping the promised rewards.

Cloud contact 52

Cloud contact Average Handle Time Metrics Technology 52

AWS Machine Learning

DECEMBER 6, 2024

Today, we are excited to announce that Mistral-NeMo-Base-2407 and Mistral-NeMo-Instruct-2407 twelve billion parameter large language models from Mistral AI that excel at text generationare available for customers through Amazon SageMaker JumpStart. You can try these models with SageMaker JumpStart, a machine learning (ML) hub that provides access to algorithms and models that can be deployed with one click for running inference.

APIs 99

APIs Benchmark Accountability Enterprise 99

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Employees and customers can express themselves through text and say whats really on their minds in a way thats impossible through structured rating questions. Open-ends are your gold but extracting the gold is challenging, which is why companies look to AI to solve the problem.

Surveys 62

Surveys Metrics Analytics Customer effort 62

Concentrix

DECEMBER 11, 2024

Discover how the New South Wales Government revolutionized homeless support services through digital transformation with the Journey on Home mobile app.

Government 62

Government 62

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. And thats understandable. Its a new endeavor, and there arent currently many resources that explain how to begin implementing effective digital CS programs. However, the outcomes of having these programs in place are exciting, which is why many organizations want to start diving into digital CS.

Journey mapping 52

Journey mapping Education Surveys Technology 52

CSM Magazine

DECEMBER 9, 2024

A key element of business success is engaging with customers through digital channels. Online communication, data processing, transactions, and user support require reliable protection and the appropriate infrastructure. Conventional hosting solutions no longer meet the requirements. They need to provide the necessary security and stability. As a result, more and more companies are switching to VPS servers because the difference is quite noticeable.

Consulting 52

Consulting Consulting Accountability Management 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

AWS Machine Learning

DECEMBER 12, 2024

Amazon Q Business is a generative AI -powered assistant that can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in your enterprise systems. A large portion of that information is found in text narratives stored in various document formats such as PDFs, Word files, and HTML pages. Some information is also stored in tables (such as price or product specification tables) embedded in those same document types, CSVs, or spreadsheets.

Enterprise 81

Enterprise Chatbots Accountability Marketing 81

Integrity Solutions

DECEMBER 13, 2024

From predictive analytics and sales automation to chat bots and conversational intelligence, more businesses are taking advantage of the latest advances in artificial intelligence (AI) and automation capabilities. It’s a trend that will only accelerate over the next few years. Digital technologies and AI tools have much to offer in terms of improving sales efficiencies, personalizing content, providing more data-driven insights and automating the tedious tasks that have frustrated salespeo

Sales 54

Sales Coaching B2B Self service 54

Vistio

DECEMBER 9, 2024

If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? Its like trying to prepare for a marathon by practicing sprintsyou might be training, but youre not training for what matters. Generic training approaches are a relic of the past. They leave agents underprepared for the complex, nuanced challenges they face every day.

First call resolution 52

First call resolution Upselling Scripts Coaching 52