ShepHyken

JANUARY 7, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can listening to customer exchanges improve overall service experiences? Why is it important to get feedback in real time? What is human-centered design? How can personalization contribute to better engagement? What strategies can organizations use to empower employees to improve customer interactions?

Government 212

Government Chief Customer Officer Customer Experience Feedback 212

TeleDirect

JANUARY 7, 2025

5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system. If your team is overwhelmed, or if customers are expressing dissatisfaction, it may be time to consider implementing a call center.

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Call Center Wait times Abandon Call Multichannel 126

ShepHyken

JANUARY 7, 2025

We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy and learn from these history lessons. Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers.

Customer Service 205

Customer Service Customer Experience Personalization 205

TeleDirect

JANUARY 7, 2025

24/7/365 Secure Call Center Service: A Game-Changer for Modern Businesses In todays competitive and fast-paced world, customers expect businesses to be available 24/7/365 regardless of time zones, holidays, or emergencies. This demand for constant availability has made 24/7/365 secure call center services a cornerstone of exceptional customer service.

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Call Center Abandon rate Average Handle Time Healthcare 125

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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.

Contact Center

AWS Machine Learning

JANUARY 7, 2025

Large language models (LLMs) have demonstrated promising capabilities in machine translation (MT) tasks. Depending on the use case, they are able to compete with neural translation models such as Amazon Translate. LLMs particularly stand out for their natural ability to learn from the context of the input text, which allows them to pick up on cultural cues and produce more natural sounding translations.

Engineering 113

Engineering Metrics industry standards Finance 113

Interaction Metrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an

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Journey mapping Consulting Consulting B2B 62

CSM Magazine

JANUARY 7, 2025

Whether youre troubleshooting a console issue, dealing with account concerns, or needing warranty information, having access to reliable Nintendo customer service can make all the difference. But just how good is Nintendo support, and what’s the best way to get in touch with them? How Good Is Nintendo Support? Nintendo has earned a strong reputation for its customer support, often praised for its responsiveness, efficiency, and helpfulness.

Accountability 52

Accountability Wait times Self service Surveys 52

SQM Group

JANUARY 7, 2025

Contact centers, which manage a companys interactions with customers, present a unique opportunity for AI to shine.

Contact Center 109

Contact Center Management 109

Avoxi

JANUARY 7, 2025

VoIP CRM Integration: Your Essential Guide for 2025 Constantly switching between your Voice over Internet Protocol (VoIP) phone system and customer relationship management (CRM) platform wastes time, disrupts workflows, and increases the risk of missed opportunities. With this setup, sales teams have to manually log calls, support teams have to hunt for customer details, and… The post VoIP CRM Integration: Your Essential Guide for 2025 appeared first on AVOXI.

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voip CRM Sales Management 62

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.

Sales

Concentrix

JANUARY 7, 2025

See how our client empowered digital advocacy with iX Hello by connecting users to government officials effortlessly through voice and multimodal channels.

Government 62

Government Technology 62

Avoxi

JANUARY 7, 2025

Top VoIP Call Center Solutions for Businesses in 2025 Managing high call volumes, consistent customer service, and outdated phone systems can overwhelm agents and lead to long wait times and frustrated customers. These issues often result in high maintenance costs, limited features, and constant worries about system failures. Modern Voice over Internet Protocol (VoIP) systems… The post Top VoIP Call Center Solutions for Businesses in 2025 appeared first on AVOXI.

call center solutions 62

call center solutions voip Call Center Wait times 62

AWS Machine Learning

JANUARY 7, 2025

Generative AI applications are gaining widespread adoption across various industries, including regulated industries such as financial services and healthcare. As these advanced systems accelerate in playing a critical role in decision-making processes and customer interactions, customers should work towards ensuring the reliability, fairness, and compliance of generative AI applications with industry regulations.

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Chatbots Management Best practices APIs 111

PeopleMetrics

JANUARY 7, 2025

Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. My journey began in the Silicon Valley in 1999 when online surveys were just emerging and I got a taste of how client could access results in real-time, allowing for smarter, faster decisions.

Surveys 71

Surveys Marketing Personalization Customer Experience 71

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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.

Cloud contact

AWS Machine Learning

JANUARY 7, 2025

This blog post is co-written with Siokhan Kouassi and Martin Gregory at Parameta. When financial industry professionals need reliable over-the-counter (OTC) data solutions and advanced analytics, they can turn to Parameta Solutions , the data powerhouse behind TP ICAP. With a focus on data-led solutions, Parameta Solutions makes sure that these professionals have the insights they need to make informed decisions.

Technical Support 108

Technical Support APIs Government Analytics 108

Outsource Consultants

JANUARY 7, 2025

Egypt has emerged as a strategic location for businesses seeking to optimize their operations and expand their global reach. With a rapidly growing ICT sector, boasting a nearly 17% increase during the fiscal year of 2021/2022, Call centers in Egypt offer a unique blend of cost-effectiveness, skilled talent, and government support. In the following sections, we will delve into the key benefits of partnering with Egyptian businesses, the challenges and considerations, strategies for maximizing su

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outsourcing Government Business Process Outsourcing Education 67

AWS Machine Learning

JANUARY 7, 2025

This post was co-written with Ben Doughton, Head of Product Operations LCH, Iulia Midus, Site Reliability Engineer LCH, and Maurizio Morabito, Software and AI specialist LCH (part of London Stock Exchange Group, LSEG). In the financial industry, quick and reliable access to information is essential, but searching for data or facing unclear communication can slow things down.

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APIs Enterprise Engineering Automotive 104

24-7 InTouch

JANUARY 7, 2025

WINNIPEG, Manitoba, January 7, 2024 – IntouchCX today announced its acquisition of WebPurify, a premier provider of AI-powered and human-driven content moderation solutions. This acquisition marks a milestone in IntouchCXs mission to be the industrys trusted advisor, redefining Trust and Safety solutions to empower brands to protect their communities while fostering secure and inclusive online environments.

Entertainment 52

Entertainment Analytics Technology Customer Care 52

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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!

Marketing

NobelBiz

JANUARY 7, 2025

Integrating AI and machine learning transforms debt collection practices, offering more innovative, faster, and more effective ways to manage debt recovery. Next-generation debt collection systems enable agencies to achieve better results while maintaining ethical and professional standards by understanding and addressing challenges such as compliance, customer engagement, and scalability.

voip 52

voip Analytics Self service Accountability 52