ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them.

Surveys 223

Surveys Feedback Customer Service Customer Experience 223

Callminer

DECEMBER 1, 2024

Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare contact centers can drive better patient experiences.

Contact Center 182

Contact Center Healthcare 182

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting.

Customer Experience 109

Customer Experience Virtual Agent CRM Enterprise 109

AWS Machine Learning

DECEMBER 4, 2024

Organizations of every size and across every industry are looking to use generative AI to fundamentally transform the business landscape with reimagined customer experiences, increased employee productivity, new levels of creativity, and optimized business processes. A recent study by Telecom Advisory Services , a globally recognized research and consulting firm that specializes in economic impact studies, shows that cloud-enabled AI will add more than $1 trillion to global GDP from 2024 to 2030

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Engineering Enterprise SaaS Management 124

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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

Upstream Works

DECEMBER 5, 2024

Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 More Questions to Consider appeared first on upstreamworks.com.

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ShepHyken

DECEMBER 2, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is creating a frictionless customer experience important, and how can businesses achieve it? Why is understanding consumer behavior crucial for improving customer experience?

Customer Experience 208

Customer Experience Education Best practices Accountability 208

Comm100

DECEMBER 8, 2024

What if every student had a personal assistant, ready to answer questions, offer guidance, and simplify their academic journeyall without ever taking a break? AI chatbots are making this a reality, revolutionizing how students interact with their schools. Gone are the days of waiting in line or navigating complex systems to find help. Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging app

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Abby Connect

DECEMBER 9, 2024

Franchise owners juggle many responsibilities, from overseeing daily operations to maintaining brand consistency across locations. One area that can significantly enhance operational efficiency and customer satisfaction is call management. A call answering service for franchises can provide a professional, reliable solution that ensures no customer call goes unanswered.

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AWS Machine Learning

DECEMBER 4, 2024

When using generative AI, achieving high performance with low latency models that are cost-efficient is often a challenge, because these goals can clash with each other. With the newly launched Amazon Bedrock Model Distillation feature, you can use smaller, faster, and cost-efficient models that deliver use-case specific accuracy that is comparable to the largest and most capable models in Amazon Bedrock for those specific use cases.

APIs 106

APIs Metrics Healthcare Chatbots 106

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

CSM Magazine

DECEMBER 9, 2024

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems. James Hughes, Group Head of Solutions at Sabio, explains. But what’s even more concerning is that those who’ve made the leap to cloud solutions aren’t necessarily reaping the promised rewards.

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Outsource Consultants

DECEMBER 4, 2024

In the fourth episode of The Bald + The Beard , hosts Tom Luther and Andrew Griffiths delve into the complex dynamics between CX leaders and CFOs. This episode tackles the myths surrounding CFOs as blockers to CX progress and explores how alignment and communication can turn them into allies for CX success. Key Takeaways Understand the CFOs Perspective: CFOs often get labeled as the Chief Foe Officer for CX initiatives, but this episode reveals their decisions are typically driven by strategic a

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ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

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Journey mapping Customer Service Customer Experience Marketing 200

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources. This article will discuss why forecasting is vital these days.

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Call Center Workload forecasts Average Handle Time Contact Center 52

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

24-7 InTouch

DECEMBER 2, 2024

AI-driven voice technologies are expanding possibilities and broadening practical applications across many different industries. CX services across the world are being optimized by these tools, making repetitive tasks for agents more efficient and interactions with customers more engaging. These AI-voice innovations are transforming the customer journey into a highly responsive and immersive experience for users.

Technology 52

Technology First call resolution Customer Service Wait times 52

AWS Machine Learning

DECEMBER 3, 2024

Digital experience interruptions can harm customer satisfaction and business performance across industries. Application failures, slow load times, and service unavailability can lead to user frustration, decreased engagement, and revenue loss. The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches.

Customer Experience 87

Customer Experience Engineering Enterprise Benchmark 87

CSM Magazine

DECEMBER 3, 2024

In today’s fast-paced world, delivering exceptional customer service requires more than just a great team. The right tools can transform how your support operates, making it faster, smarter, and more efficient for businesses using Zendesk. The platform’s rich ecosystem of integrations offers endless opportunities to optimize workflows and delight customers.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Vistio

DECEMBER 9, 2024

If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? Its like trying to prepare for a marathon by practicing sprintsyou might be training, but youre not training for what matters. Generic training approaches are a relic of the past. They leave agents underprepared for the complex, nuanced challenges they face every day.

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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

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SQM Group

DECEMBER 4, 2024

Explore practical strategies to help you fine-tune your triage process.

Call Center 62

Call Center 62

Concentrix

DECEMBER 3, 2024

Insights from Fintech Live London 2024: Experts, including Concentrixs Gerald Pullen, discuss AI applications and strategies for scalable growth.

Banking 62

Banking 62

AWS Machine Learning

DECEMBER 4, 2024

Today, we’re excited to announce a new capability that allows you to deploy over 100 open-weight and proprietary models from Amazon SageMaker JumpStart and register them with Amazon Bedrock , allowing you to seamlessly access them through the powerful Amazon Bedrock APIs. You can now use Amazon Bedrock features such as Amazon Bedrock Knowledge Bases and Amazon Bedrock Guardrails with models deployed through SageMaker JumpStart.

APIs 80

APIs Engineering Management Customer centricity 80

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

CSM Magazine

DECEMBER 3, 2024

In a world that’s more interconnected than ever, customer service has transformed. It’s no longer about merely resolving issues; it’s about building relationships across borders, languages, and cultures. This is where cultural intelligence (CQ) steps in—a vital competency that allows businesses to connect authentically with a global audience. Without CQ, even the best intentions can lead to misunderstandings, customer dissatisfaction, or even brand damage.

Customer Service 52

Customer Service Education Technology Metrics 52

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. And thats understandable. Its a new endeavor, and there arent currently many resources that explain how to begin implementing effective digital CS programs. However, the outcomes of having these programs in place are exciting, which is why many organizations want to start diving into digital CS.

Journey mapping 52

Journey mapping Education Surveys Technology 52

Zappix

DECEMBER 4, 2024

The holiday season is a time of joy and togetherness—but for businesses, it’s also the busiest time of the year. With skyrocketing sales, increased customer inquiries, and heightened expectations, ensuring smooth customer service becomes a critical challenge. Enter automation and self-service solutions, the ultimate tools to keep the holiday season merry for customers and manageable for businesses.

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Self service Customer Service Chatbots Sales 52

Vistio

DECEMBER 5, 2024

Traditional contact center training often focuses on preparing agents for their first day on the job, but what about day 101—or day 1,001? Even the most comprehensive onboarding programs can’t account for the full range of challenges agents will face throughout their careers. Customer needs evolve, processes change, and every agent encounters situations that push their limits.

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At home agents Contact Center Best practices Feedback 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Concentrix

DECEMBER 3, 2024

Insights from Fintech Live London 2024: Experts, including Concentrix’s Gerald Pullen, discuss AI applications and strategies for scalable growth.

Banking 62

Banking 62

AWS Machine Learning

DECEMBER 5, 2024

As generative AI continues to drive innovation across industries and our daily lives, the need for responsible AI has become increasingly important. At AWS, we believe the long-term success of AI depends on the ability to inspire trust among users, customers, and society. This belief is at the heart of our long-standing commitment to building and using AI responsibly.

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Metrics Government Best practices Engineering 95

CSM Magazine

DECEMBER 9, 2024

A key element of business success is engaging with customers through digital channels. Online communication, data processing, transactions, and user support require reliable protection and the appropriate infrastructure. Conventional hosting solutions no longer meet the requirements. They need to provide the necessary security and stability. As a result, more and more companies are switching to VPS servers because the difference is quite noticeable.

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