ShepHyken
APRIL 13, 2025
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. Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation.
AWS Machine Learning
APRIL 10, 2025
As businesses and developers increasingly seek to optimize their language models for specific tasks, the decision between model customization and Retrieval Augmented Generation (RAG) becomes critical. In this post, we seek to address this growing need by offering clear, actionable guidelines and best practices on when to use each approach, helping you make informed decisions that align with your unique requirements and objectives.
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ShepHyken
APRIL 8, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? Why is emotional connection important in business? What lessons can businesses learn from the hospitality industry?
AWS Machine Learning
APRIL 9, 2025
Agents are revolutionizing how businesses automate complex workflows and decision-making processes. Amazon Bedrock Agents helps you accelerate generative AI application development by orchestrating multi-step tasks. Agents use the reasoning capability of foundation models (FMs) to break down user-requested tasks into multiple steps. In addition, they use the developer-provided instruction to create an orchestration plan and then carry out the plan by invoking company APIs and accessing knowledge
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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.
3CLogic
APRIL 10, 2025
The approach to customer service is rapidly evolving, in no small part due to AI. Interestingly, the surge in AI adoption across organizations comes at a time when many are still grappling with how to meet rising customer expectations. In fact, nearly 70% of consumers feel confident their issue can be resolved over the phone, compared to one-quarter having the same confidence in chatbots and other digital channels.
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
APRIL 8, 2025
When it comes to crafting modern, dynamic web applications, few tools have gained as much popularity and trust as React.js. React.js is a hit with developers; its component-based structure is both fast and adaptable. This has led to widespread adoption. Ruby on Rails is king for backend development, but React.js is still a powerful force on the front-end.
Calabrio
APRIL 11, 2025
Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? Why Investing in Agent Training is Critical for Contact Centers in 2025 The Foundation: Building Your Strategic Call Center Training Program Building a Core Curriculum: Essential Training Topics for Every Agent to Master 8 Effective Call Center Training Methods & Techniques Call Center Training Ideas & Tips for Success Measuring Training Effectivenes
PeopleMetrics
APRIL 10, 2025
Static surveys have long been the industry standard in VoC. But AI is changing that in exciting ways! Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer. And heres the key: the best application of AI in surveys right now isnt about replacing structured surveys.
CSM Magazine
APRIL 9, 2025
Tipping practices in the U.S. have always been complicated, but a recent Reddit post brought a new level of controversy to the table. A customer expressed frustration after a restaurant asked for a “second tip” when he picked up his online order. The incident sparked a heated online debate about tipping. Is the current system fair? Many diners think it’s gone too far.
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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.
Connect
APRIL 14, 2025
As developments in artificial intelligence ( AI ) advanced, the technology has become more than just a buzzword in the business world. Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.
AWS Machine Learning
APRIL 8, 2025
Headquartered in So Paulo, Brazil, iFood is a national private company and the leader in food-tech in Latin America, processing millions of orders monthly. iFood has stood out for its strategy of incorporating cutting-edge technology into its operations. With the support of AWS, iFood has developed a robust machine learning (ML) inference infrastructure, using services such as Amazon SageMaker to efficiently create and deploy ML models.
ChurnZero
APRIL 11, 2025
Your customer onboarding strategy is the foundation of your future retention and expansion revenue. Every task, meeting, and communication serves the ultimate goal of getting that customer to realize value. You aim to identify whats important to the customer, set expectations, and measure success. The right onboarding strategy means more than just getting a customer using your product.
24-7 InTouch
APRIL 8, 2025
The integration of AI into everyday business operations has reached a turning point. In 2024, AI models became smarter and more efficient; in 2025, the focus shifts from intelligence to action. AI agents are no longer just responsive toolsthey are autonomous systems capable of executing complex workflows, making strategic decisions, and seamlessly integrating into business operations to enhance productivity and efficiency across industries, reshaping the way businesses operate and setting new st
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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.
CSM Magazine
APRIL 10, 2025
Personalized self-service has quickly become a necessity for businesses in an era where convenience and efficiency are non-negotiable for customers. Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction?
Balto
APRIL 12, 2025
At first glance, reviewing just 200 calls might seem too smallespecially when your contact center handles thousands (or millions) of them every month. But Balto chose this number for a reason. A randomly selected sample of 200 calls is a fast, statistically sound way to uncover what truly matters in your conversationswithout spending hours combing through endless recordings.
AWS Machine Learning
APRIL 10, 2025
Today, businesses are using AI and generative models to improve productivity in their teams and provide better experiences to their customers. Personalized outbound communication can be a powerful tool to increase user engagement and conversion. For instance, as a marketing manager for a video-on-demand company, you might want to send personalized email messages tailored to each individual usertaking into account their demographic information, such as gender and age, and their viewing preference
Calabrio
APRIL 8, 2025
Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? Top Benefits of Sentiment Analysis for Customer Service Implementing Effective Sentiment Analysis: Key Best Practices What to Look for in Contact Center Sentiment Analysis Solution Share Book a demo Lets get started Youve probably misinterpreted more than your fair share of text messages because you couldnt determine the i
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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.
NobelBiz
APRIL 8, 2025
Your call center agents aren’t trying to be slow or ineffectivethey’re often stuck dealing with confusing, messy tools just to do basic tasks. Imagine your team handling a simple customer question, but instead of quickly finding an answer, they have to flip between different tabs and disconnected systems. It’s stressful for your agents, frustrating for your customers, and damaging to your overall business.
CSM Magazine
APRIL 10, 2025
By automating interactions with natural, human-like conversations, businesses can not only save time but also enhance the overall customer experience. Here, well explore how conversational AI works, its benefits, and steps to get started. What is Conversational AI? Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice.
Blueship Call Center
APRIL 8, 2025
In todays digital world, businesses must meet customer expectations for fast, seamless, and efficient communication. To achieve this, many companies are turning to Cloud Contact Center Services a modern solution designed to optimize customer engagement while improving operational efficiency. But what exactly are Cloud Contact Center Services , and how do they compare to traditional contact centers?
AWS Machine Learning
APRIL 10, 2025
Today, we are excited to announce that Mistral AI s Pixtral Large foundation model (FM) is generally available in Amazon Bedrock. With this launch, you can now access Mistrals frontier-class multimodal model to build, experiment, and responsibly scale your generative AI ideas on AWS. AWS is the first major cloud provider to deliver Pixtral Large as a fully managed, serverless model.
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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.
HelpCrunch
APRIL 11, 2025
Going global is great, but it also creates a gap if your customer support only speaks one language. Discover some best practices for implementing multilingual support in this article. The post Why Your Business Needs Multilingual Customer Support appeared first on The HelpCrunch blog.
Concentrix
APRIL 8, 2025
This Southeast Asian giant is redefining urban living with an array of digital services, from transportation to financial technology, impacting millions of lives daily.
CSM Magazine
APRIL 9, 2025
The Board of Certification/Accreditation (BOC) has reached another remarkable milestone, earning its twelfth Stevie Award since 2013. This year, BOC proudly won a Bronze Stevie Award, recognized in the esteemed “Thought Leadership in Customer Service” category at the Stevie Awards for Sales & Customer Service. What Makes this Achievement Significant The “Thought Leadership in Customer Service” category honors organizations that excel in creating meaningful, knowledge-
Momentum Telecom
APRIL 8, 2025
Microsoft made a major announcement at this years Enterprise Connect when it revealed its latest Microsoft Teams feature: Teams Phone extensibility for Microsoft Dynamics 365 Contact Centers. The companys latest push into extensibility will allow businesses to integrate real-time AI, enhanced data security, and simplified application workflows for Teams Phone and contact center deployments directly within Teams.
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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.
Ambs Call Center
APRIL 10, 2025
Every call counts. Yet, many businesses underestimate the true impact of missed calls. Beyond the immediate loss of potential revenue, unanswered calls can lead to loads of problems. Low customer satisfaction, a (permanently) tarnished reputation, and follow-up issues, to name a few.
HelpCrunch
APRIL 11, 2025
Efficient support team means better customer service and lower operational costs. Learn 11 proven strategies to making your support agents sharp and adaptable. The post 11 Proven Ways To Improve Agent Productivity And Performance appeared first on The HelpCrunch blog.
AnswerConnect
APRIL 9, 2025
Struggling to attract and convert customers? From tight budgets to lead nurturing, here are 9 key challenges - and how to overcome them. Read now! The post 9 top customer acquisition challenges and how to solve them appeared first on AnswerConnect Blog.
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