ShepHyken

MARCH 17, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company’s existing customer service team rather than replace it?

Customer Service 183

Customer Service Customer Support Technology Marketing 183

CCNG

MARCH 21, 2025

If you work in a call centerespecially if you lead a call centeryou might want to stop reading now, because Im about to bum you out. Hard. Being a call center agent sucks and it is managements fault. And not just because a handful of customers are absolute nightmares or because customer service pay is consistently lower than pretty much every other department.

Call Center 195

Call Center CCNG Contact Center Consulting 195

AWS Machine Learning

MARCH 18, 2025

The rise of generative AI has significantly increased the complexity of building, training, and deploying machine learning (ML) models. It now demands deep expertise, access to vast datasets, and the management of extensive compute clusters. Customers also face the challenges of writing specialized code for distributed training, continuously optimizing models, addressing hardware issues, and keeping projects on track and within budget.

Government 110

Government Healthcare Technology Finance 110

Callminer

MARCH 16, 2025

Learn how CallMiner Outreach is changing the CX game, leveraging AI-powered insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.

Feedback 182

Feedback 182

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

TeleDirect

MARCH 20, 2025

18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty. In the competitive world of call centers , agents must be equipped with the right skills and techniques to meet and exceed customer expectations. To help businesses achieve this, we have compiled 18 proven tips that enhance customer interactions and optimize call center performance.

Call Center 62

Call Center Abandon rate Customer Service First call resolution 62

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights. The convergence of these trends presents a powerful opportunity: businesses can optimize CX on a limited budget by leveraging outsourced service providers augmented with AI innovations.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

AWS Machine Learning

MARCH 18, 2025

In the rapidly evolving healthcare landscape, patients often find themselves navigating a maze of complex medical information, seeking answers to their questions and concerns. However, accessing accurate and comprehensible information can be a daunting task, leading to confusion and frustration. This is where the integration of cutting-edge technologies, such as audio-to-text translation and large language models (LLMs), holds the potential to revolutionize the way patients receive, process, and

Healthcare 89

Healthcare Analytics Technology Consulting 89

PeopleMetrics

MARCH 18, 2025

Social reviews have always been important, and that hasn't changed. In fact, they might be even more crucial today because they're public surveys available to everyone online. Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation.

Surveys 62

Surveys B2C Best practices Feedback 62

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. With customers increasingly expecting fast, efficient, and personalized support, call centers must adopt best practices and innovative strategies to meet these demands.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Traditionally, companies have relied on human translators or multilingual support teams, but these methods are costly, slow, and difficult to scale.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

Outsource Consultants

MARCH 17, 2025

Building a dream team for your call center operations is a game-changer in today’s competitive business landscape. The Philippines has emerged as a powerhouse in the call center industry, offering a wealth of talented professionals. At Outsource Consultants, we’ve seen firsthand how effective Philippines recruitment can transform customer service operations.

Call Center 67

Call Center outsourcing Education Consulting 67

AWS Machine Learning

MARCH 19, 2025

Generative AI is rapidly transforming the modern workplace, offering unprecedented capabilities that augment how we interact with text and data. At Amazon Web Services (AWS), we recognize that many of our customers rely on the familiar Microsoft Office suite of applications, including Word, Excel, and Outlook, as the backbone of their daily workflows.

APIs 105

APIs Automotive Accountability Analytics 105

Calabrio

MARCH 18, 2025

Analytics From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization Share Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact center volume and improves operational efficiency. However, many customers bypass chatbots , opting instead to escalate to live agents at the first opportunity.

Chatbots 52

Chatbots Self service Analytics Contact Center 52

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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

TeleDirect

MARCH 15, 2025

US-Based Call Center Services: Why Domestic Support Matters for Your Business US-Based Call Center Services provide businesses with high-quality, reliable, and customer-focused support that enhances customer experience and operational efficiency. Companies looking to offer exceptional service while maintaining compliance with data security and industry regulations often prefer domestic call centers over offshore options.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

CSM Magazine

MARCH 20, 2025

Better customer service, more efficient operations, and increased business growth? A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity. However, effective setup requires careful planning, budgeting, and the right tools.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

Outsource Consultants

MARCH 17, 2025

Let’s be real, running customer support operations today is a headache. Customers expect 24/7 availability and seamless omnichannel experiences. That means complex tech, specialized skills, and the constant pressure to deliver personalized, empathetic service all of which drive costs through the roof. It’s a tough spot to be in. So, how can businesses get a handle on these rising expenses without sacrificing customer experience?

outsourcing 67

outsourcing Real estate First call resolution Customer Support 67

AWS Machine Learning

MARCH 18, 2025

As generative AI adoption accelerates across enterprises, maintaining safe, responsible, and compliant AI interactions has never been more critical. Amazon Bedrock Guardrails provides configurable safeguards that help organizations build generative AI applications with industry-leading safety protections. With Amazon Bedrock Guardrails, you can implement safeguards in your generative AI applications that are customized to your use cases and responsible AI policies.

Government 86

Government APIs Enterprise Technology 86

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

NobelBiz

MARCH 18, 2025

A staggering 92% of business-to-customer interactions occur via voice , highlighting the enduring power of the phone call. As consumers increasingly seek trustworthy and personalized experiences from live representatives, the reliance on voice communications is only set to grow. However, many overlook a critical issue: 25% of business phone numbers are at risk of being mislabeled as spam or blocked entirely without their knowledge.

Best practices 52

Best practices B2C Call Center Consulting 52

TeleDirect

MARCH 15, 2025

Call Center Service for Your Business: Inbound vs Outbound Call Center Service for Your Business: Inbound vs Outbound plays a critical role in optimizing customer support and business growth. Choosing the right type of call center service depends on your business needs, whether it’s handling customer inquiries or reaching out to prospects. Understanding the difference between inbound and outbound call centers helps businesses create efficient customer engagement strategies.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

CSM Magazine

MARCH 19, 2025

Transparency within organizations has become a must in the ever-evolving businessworld. Having transparencyin actions and words creates trust and collaboration in the team. Yet, many organizations still face challenges in making transparency tangible. Lack of transparency has even more significant hidden costs on overallproductivity and employee engagement.

Morale 52

Morale Employee engagement Healthcare Accountability 52

MiaRec

MARCH 17, 2025

When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing ones. That's when I learned a valuable lesson: Minimizing customer churn is one of the most impactful ways a contact center can contribute to their organization's bottom line.

Contact Center 59

Contact Center Sales Management Metrics 59

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

AWS Machine Learning

MARCH 19, 2025

As we gather for NVIDIA GTC, organizations of all sizes are at a pivotal moment in their AI journey. The question is no longer whether to adopt generative AI, but how to move from promising pilots to production-ready systems that deliver real business value. The organizations that figure this out first will have a significant competitive advantageand were already seeing compelling examples of whats possible.

Healthcare 100

Healthcare Enterprise APIs Transportation 100

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of. How many can you find? Chances are high that you will find almost all of those on social media.

Contact Center 52

Contact Center Contact center software Advertising Best practices 52

TeleDirect

MARCH 20, 2025

Best Practices for Auditing Calls to Maintain High QA Standards Best Practices for Auditing Calls to Maintain High QA Standards is essential for call centers aiming to deliver consistent and high-quality customer service. Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

CSM Magazine

MARCH 18, 2025

E-commerce has revolutionized the way businesses interact with consumers. Every day, millions of transactions take place online, making the e-commerce industry one of the most dynamic and fast-evolving sectors. However, with competition becoming fiercer and customer expectations higher than ever, businesses must find new ways to stand out. Thats where generative AI solutions come into play.

Chatbots 52

Chatbots Engineering Advertising Personalization 52

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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

Zappix

MARCH 19, 2025

Introduction: The Evolution of Customer Engagement For decades, calling a customer service hotline was the primary way for consumers to seek assistance. Customers would dial in, navigate an IVR system, and wait on hold for an available agent. However, as technology has advanced, customer expectations have changed significantly. People demand fast, seamless, and convenient interactions across multiple touchpoints, including phone, email, chat, SMS, social media, and self-service portals.

Multi-channel support 52

Multi-channel support Self service Interactive Voice Response Wait times 52

AWS Machine Learning

MARCH 18, 2025

SQL is one of the key languages widely used across businesses, and it requires an understanding of databases and table metadata. This can be overwhelming for nontechnical users who lack proficiency in SQL. Today, generative AI can help bridge this knowledge gap for nontechnical users to generate SQL queries by using a text-to-SQL application. This application allows users to ask questions in natural language and then generates a SQL query for the users request.

Enterprise 84

Enterprise Chatbots Engineering Metrics 84

Calltools

MARCH 19, 2025

Contact centers play important roles in helping patients get the information and services they need. Your contact center might place outbound calls to book appointments, remind patients of upcoming appointments, provide lab results, notify patients about prescription updates, and more. You might also accept inbound calls to assist customers looking for healthcare and insurance solutions.

Call Center 52

Call Center Healthcare Best practices Contact Center 52