CSM Magazine
JANUARY 21, 2025
Your brand’s promise is more than just words on a page – it’s a special bond with your customers. And the only way to keep that bond strong is by delivering a consistently exceptional experience that’s true to who you are. Slip up on customer service, and you’ll pay the price: damaged trust, fading loyalty, and customers who take their business elsewhere.
Interactions
JANUARY 21, 2025
Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central.
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CSM Magazine
JANUARY 21, 2025
While product quality and price remain important, exceptional customer service has emerged as a critical factor in fostering long-term customer loyalty. Here we look at some of key elements that affect customer loyalty, The Role of Customer Service Agents Customer service agents are on the frontline in the quest for customer loyalty. They are often the first point of contact for customers seeking help or information, and their ability to resolve issues efficiently and courteously can make a sign
Vistio
JANUARY 21, 2025
Confidence is the backbone of exceptional customer service. When agents feel prepared and self-assured, theyre better equipped to deliver positive experienceseven in the most challenging situations. Yet, confidence doesnt come naturally to everyone. Many agents struggle due to a lack of preparation, fear of making mistakes, or insufficient training.
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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
CSM Magazine
JANUARY 21, 2025
While shared hosting has long been a popular choice for its affordability, the time has come to reconsider its viability for modern websites. Lets explore why moving away from shared hosting could be the best decision for your online presence. Limited Resources Impact Performance Shared hosting operates on a model where multiple websites share the same server resources, including CPU, RAM, and bandwidth.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JANUARY 21, 2025
Third-party logistics (3PL) refers to outsourcing logistics operations, such as warehousing, inventory management, order fulfillment, and shipping, to an external service provider. By leveraging the expertise and resources of 3PL companies, businesses can streamline their supply chains, reduce costs, and enhance customer satisfaction. This comprehensive guide explores the concept of 3PL logistics, its benefits, and how to choose the right 3PL partner or the fulfillment service.
PeopleMetrics
JANUARY 21, 2025
Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.
ShepHyken
JANUARY 21, 2025
Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and were willing to pay for it. In our annual CX research (sponsored by RingCentral ), we found that 70% of customers felt convenience was so important that they would pay more if conveni
AWS Machine Learning
JANUARY 21, 2025
Chat-based assistants have become an invaluable tool for providing automated customer service and support. This post builds on a previous post, Integrate QnABot on AWS with ServiceNow , and explores how to build an intelligent assistant using Amazon Lex , Amazon Bedrock Knowledge Bases , and a custom ServiceNow integration to create an automated incident management support experience.
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.
Zappix
JANUARY 21, 2025
Burlington, MA January 21, 2025 ( EIN Presswire ) Zappix , a leader in AI-Powered Digital Engagement Platforms, announced a significant 250% increase in Digital Self-Service usage among its retail clients during the holiday season. This surge underscores digital self-service solutions’ critical role in enhancing customer experiences, deflecting calls from contact centers, and driving efficiency in support processes.
CSM Magazine
JANUARY 21, 2025
Netigate is taking feedback management to the next level with the release of Ask AI. The new feature helps organisations, from banking to retail, telecoms, and more, extract actionable insights from their customer and employee experience data effortlessly and affordably. Netigate , a leading provider of experience management solutions, has announced the launch of Ask AI, a generative AI feature designed to help companies andorganisationsget clear answers from the voices of their customers and em
Outsource Consultants
JANUARY 21, 2025
E-commerce is booming, and customer service demands are skyrocketing. Many online retailers are turning to e-commerce call center outsourcing to meet these challenges. At Outsource Consultants, we’ve seen firsthand how this strategy can transform businesses. But is it the right move for your company? This post will explore the benefits, challenges, and key considerations of outsourcing your e-commerce customer support.
CSM Magazine
JANUARY 21, 2025
In 2022, a company appeared on the market that was able to stand out thanks to its wide range of entertainment and thoughtful approach to work. LuckyElf Casino is run by Hollycorn N.V. and operates under a license from Curaao, which guarantees high standards. The extensive collection of over 5,000 entertainment titles from 60 providers has been an important factor in its success.
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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.
Balto
JANUARY 21, 2025
In the fast-paced world of call centers, performance is everything. The success of your operation hinges on how well your agents handle customer interactions, deliver exceptional service, and drive meaningful outcomes. But how do you measure success? Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable.
CSM Magazine
JANUARY 21, 2025
The history of king billy casino’s emergence attracts attention with its unique concept and rapid development. Founded in 2017, it is the result of a team inspired by the idea of creating a space that combines quality, safety and an interesting story. The legend of King Billy Casino is the central element that sets the project apart from its competitors, adding to its vibrant personality.
AnswerConnect
JANUARY 21, 2025
Discover valuable statistics on how your customers really feel about AI. We conducted research with OnePoll to get the freshest insights. The post People vs Bots: How your customers really feel about AI appeared first on AnswerConnect Blog.
AWS Machine Learning
JANUARY 21, 2025
Businesses today deal with a reality that is increasingly complex and volatile. Companies across retail, manufacturing, healthcare, and other sectors face pressing challenges in accurate planning and forecasting. Predicting future inventory needs, setting achievable strategic goals, and budgeting effectively involve grappling with ever-changing consumer demand and global market forces.
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