AWS Machine Learning

FEBRUARY 5, 2025

As large language models (LLMs) become increasingly integrated into customer-facing applications, organizations are exploring ways to leverage their natural language processing capabilities. Many businesses are investigating how AI can enhance customer engagement and service delivery, and facing challenges in making sure LLMs driven engagements are on topic and follow the desired instructions.

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CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. But what if the right response could not only fix the situation but actually make them more loyal than before? Thats the concept behind the Customer Service Recovery Paradox. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred.

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Airlines Customer Service Metrics Benchmark 52

AWS Machine Learning

FEBRUARY 5, 2025

This post is co-written with Andrs Vlez Echeveri and Sean Azlin from OfferUp. OfferUp is an online, mobile-first marketplace designed to facilitate local transactions and discovery. Known for its user-friendly app and trust-building features, including user ratings and in-app chat, OfferUp enables users to buy and sell items and explore a broad range of jobs and local services.

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CSM Magazine

FEBRUARY 5, 2025

For start-ups, where the reputation of your brand is still being built, providing excellent customer service can create lasting impressions and loyal customers. When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming. But with the right approach, you can set themand your businessup for success.

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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 Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.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

AWS Machine Learning

FEBRUARY 5, 2025

There is consistent customer feedback that AI assistants are the most useful when users can interface with them within the productivity tools they already use on a daily basis, to avoid switching applications and context. Web applications like Amazon Q Business and Slack have become essential environments for modern AI assistant deployment. This post explores how diverse interfaces enhance user interaction, improve accessibility, and cater to varying preferences.

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CSM Magazine

FEBRUARY 5, 2025

Tech-human hybrid contact centersa revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. Here we examine the mechanisms driving this fresh perspective and see how they pay off in satisfaction, efficiency, and growth.

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24-7 InTouch

FEBRUARY 5, 2025

The sports industry has long been shaped by innovation, with brands constantly pushing boundaries to enhance performance and personalization. For golf specifically, in the late 20th century, the introduction of metal drivers revolutionized the game, replacing traditional wood clubs and setting a new standard for equipment. Today, advancements like Carbonwood, a material outperforming modern titanium, demonstrate how innovation continues to drive progress.

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CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly. When used effectively, they can provide actionable insights, improve customer satisfaction, and drive continuous business growth.

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VirtualPBX

FEBRUARY 5, 2025

In a fast-paced call center environment, tracking the outcome of every call is crucial. Whether youre in healthcare, sales, customer service, debt collection, or technology support, Call Disposition Codes help you categorize and analyze interactions efficiently. By standardizing these codes, organizations can quickly identify trends, measure performance, and implement targeted improvements.

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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

FEBRUARY 5, 2025

One of the biggest challenges entrepreneurs face is securing the funds needed to set up and operate a call center effectively. From renting office space to installing advanced technologies and hiring skilled staff, the initial costs can add up quickly. If you’re struggling to gather the financial resources required, don’t worryyou’re not alone.

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TCN

FEBRUARY 5, 2025

Imagine you’re a small e-commerce business experiencing a surge in orders during the holiday season. You need a flexible platform that allows you to quickly add agents and scale your Interactive Voice Response (IVR) system to handle the increased call volume, ensuring your customers get the support they need without long wait times. Having a […] The post Q&A: How to Build a Low-Cost Contact Center for Your Small Business appeared first on TCN.

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Interactive Voice Response Contact Center Wait times 52

CSM Magazine

FEBRUARY 5, 2025

Cosmos (ATOM) is a major player in blockchain interoperability, allowing different networks to communicate seamlessly. It powers the Cosmos Hub, a central blockchain that connects multiple independent chains. This guide explains ATOMs features, where to buy Cosmos safely, how to buy Cosmos coin, how to purchase it step by step, and the best ways to store it securely.

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Hodusoft

FEBRUARY 5, 2025

HoduCCs SMS Integration with Route Mobile HoduCC is an omnichannel contact center solution that empowers businesses to deliver exceptional customer experiences across various communication channels. With integrated features like AI tools, real-time analytics, and SMS capabilities, HoduCC helps businesses streamline operations and enhance customer engagement.

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Contact center software Analytics Healthcare contact center solutions 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

CSM Magazine

FEBRUARY 5, 2025

Syntheia Corp. has launched AssistantNLP, an AI-powered Receptionist service designed to handle inbound calls using natural language processing (NLP) for accuracy and efficiency. The service has been successfully deployed across various industries since its beta launch, with clients reporting improved customer satisfaction, time savings, and cost reduction.

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Calltools

FEBRUARY 5, 2025

The new year has already ushered in various business adjustments and shakeups. The economic outlook and consumer confidence have inspired some market leaders to be optimistic. Some 75% of companies surveyed by JP Morgan expressed optimism about their company. The positive outlook in business is potentially great news for your business, but it also directly impacts your business strategy for 2025.

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Interactive Voice Response outsourcing Outbound sales Business Process Outsourcing 52

Outsource Consultants

FEBRUARY 5, 2025

Managing outbound call center operations in-house can be resource-intensive and challenging. Yet, for businesses looking to expand their reach, generate leads, and boost sales, outbound call center services are a critical asset. Outsourcing these services can enhance efficiency, reduce costs, and improve performance. This guide will help you navigate the selection process and implement best practices to maximize results.

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Interaction Metrics

FEBRUARY 5, 2025

Great news: We just updated our blog article on Net Promoter Score to include tons of new information! What used to be an article focusing on the pros and cons of Net Promoter Score is now a comprehensive guide to NPS. In the updated article, you’ll learn… How to calculate Net Promoter Score Best practices when collecting NPS data How to improve a low NPS And much, much more.

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Best practices Metrics 62

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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.

Enghouse Interactive

FEBRUARY 5, 2025

By leveraging digital tools and customer insights, housing associations can build trust, improve engagement, and deliver personalized, high-quality service.

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Customer Service Personalization 57

Arbeit

FEBRUARY 5, 2025

The post Opt-in for SMS! appeared first on Cloud Based Dialer Solutions & VoIP Phone Systems | Arbeit.

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voip 52

FluentStream

FEBRUARY 5, 2025

FluentStream is proud to announce the appointment of Kerrin Parker as its new CEO, with Cass Gilmore transitioning to the role of chairman. Since joining the company in 2022 as Chief Operating Officer, Kerrin has played a pivotal role in. Read More The post UCaaS: Empowering SMBs to Embrace Change with Ease appeared first on FluentStream.

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AnswerConnect

FEBRUARY 5, 2025

Learn how to measure your customer satisfaction levels with AnswerConnect. These 7 tried-and-tested methods will help attract customers and grow your business. The post 7 ways to measure customer satisfaction and grow your business appeared first on AnswerConnect Blog.

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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

FEBRUARY 5, 2025

This post is co-written with Martin Holste from Trellix. Security teams are dealing with an evolving universe of cybersecurity threats. These threats are expanding in form factor, sophistication, and the attack surface they target. Constrained by talent and budget limitations, teams are often forced to prioritize the events pursued for investigation, limiting the ability to detect and identify new threats.

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Engineering Benchmark Enterprise Management 105