ShepHyken
MARCH 11, 2025
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
TechSee
MARCH 11, 2025
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
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AWS Machine Learning
MARCH 11, 2025
Based on original post by Dr. Hemant Joshi, CTO, FloTorch.ai A recent evaluation conducted by FloTorch compared the performance of Amazon Nova models with OpenAIs GPT-4o. Amazon Nova is a new generation of state-of-the-art foundation models (FMs) that deliver frontier intelligence and industry-leading price-performance. The Amazon Nova family of models includes Amazon Nova Micro, Amazon Nova Lite, and Amazon Nova Pro, which support text, image, and video inputs while generating text-based output
PeopleMetrics
MARCH 11, 2025
A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
AWS Machine Learning
MARCH 11, 2025
DeepSeek-R1 is a large language model (LLM) developed by DeepSeek AI that uses reinforcement learning to enhance reasoning capabilities through a multi-stage training process from a DeepSeek-V3-Base foundation. A key distinguishing feature is its reinforcement learning step, which was used to refine the models responses beyond the standard pre-training and fine-tuning process.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Integrity Solutions
MARCH 11, 2025
Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe
Calabrio
MARCH 11, 2025
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.
SoliCall
MARCH 11, 2025
In today’s digital age, data is often referred to as the new currency. From the photos we share on social media to the conversations we have with call centers, personal data is constantly being collected, stored, and analyzed. But who owns all of this data? The short answer is complicatedit often depends on where and how the data is shared. Understanding who owns your data is crucial because it affects your privacy, your rights, and how your information is used by others.
CSM Magazine
MARCH 11, 2025
With travelers demanding seamless journeys and memorable experiences, airports have risen to the challenge, setting new standards in customer satisfaction. The Airports Council International (ACI) World , in partnership with Amadeus, recently unveiled the 2024 ASQ Airport Experience Awards winners. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
24-7 InTouch
MARCH 11, 2025
A Proactive Approach to Moderation in Virtual Reality The metaverse presents unparalleled opportunities for connection, immersion, and innovation. However, with this evolution comes the challenge of maintaining safe and welcoming environments for all participants. As virtual reality (VR) continues to redefine social interactions, ensuring user safety becomes a critical responsibility for game developers.
CSM Magazine
MARCH 11, 2025
Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. According to a new report published by Market Research Future (MRFR), the Customer Service Market Size is anticipated to rise from USD 470.88 billion in 2024 to USD 800.0 billion by 2035, growing at a CAGR of 4.94% during the forecast period (20252035).
NobelBiz
MARCH 11, 2025
If you’ve ever worked in customer service, you know complaints are inevitable. What separates great businesses from struggling ones isnt whether they get complaintsits how they handle them. Get it right, and you build trust, loyalty, and long-term customers. Get it wrong, and you risk negative reviews, social media backlash, and lost revenue. Artificial intelligence (AI) is revolutionizing customer interactions.
HelpCrunch
MARCH 11, 2025
Customer service standards have a huge influence on brand perception. Get it right, and you have a good shot at maintaining high levels of customer satisfaction and a sense of brand loyalty. Get it wrong, [ ] The post Hire Customer Service Representatives: A Definitive Guide appeared first on The HelpCrunch blog.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Momentum Telecom
MARCH 11, 2025
Download our datasheet to learn more about Teams Contact Center Your business is unique, and your contact center should be, too. Momentum’s Teams-native contact center solution arms you with a flexible, customizable platform with which you can simultaneously enhance the customer journey and empower your people. Download our datasheet to learn more.
TMP Direct
MARCH 11, 2025
In today’s hyper-competitive market, customer experience (CX) has become a cornerstone of business success. A study by SuperOffice shows that 86% of customers are willing to pay more for a better experience. Companies that prioritize exceptional CX build stronger relationships, drive loyalty, and boost their bottom line. As customer expectations evolve, businesses must adapt to deliver more personalized, seamless, and responsive services.
Momentum Telecom
MARCH 11, 2025
Business communication has evolved, and cloud phone systems are the key to evolving with it. By leveraging cloud-based technology, businesses can simultaneously streamline communication and access advanced features like call routing, voicemail, auto-attendants, call analytics and call recording. Integrating cloud voice services with other cloud-based tools even further enhances communication, empowering businesses to unify voice, SMS, video, and instant messaging, all without physical infrastruc
AWS Machine Learning
MARCH 11, 2025
In todays fast-paced world, time is of the essence and even basic tasks like grocery shopping can feel rushed and challenging. Despite our best intentions to plan meals and shop accordingly, we often end up ordering takeout; leaving unused perishable items to spoil in the refrigerator. This seemingly small issue of wasted groceries, paired with the about-to-perish grocery supplies thrown away by grocery stores, contributes significantly to the global food waste problem.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Momentum Telecom
MARCH 11, 2025
The modern workforce is constantly evolving, with organizations seeking innovative solutions to enhance productivity and collaboration. Traditional on-premise communication tools often fall short in meeting the demands of todays dynamic work environments. To address these challenges, businesses need flexible, cloud-based solutions that facilitate seamless collaboration among various teams, regardless of their location.
Momentum Telecom
MARCH 11, 2025
Around 92% of businesses are expected to adopt a software-defined wide area network (SD-WAN) solution by 2026. If you aren’t yet one of them, it’s likely only a matter of time. However, many business leaders arent sure if managed SD-WAN or a DIY solution would be best for their company. Unmanaged SD-WAN can offer significant cost savings compared to managed services, especially in hybrid multiprotocol label switching (MPLS) environments.
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