Trending Articles

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AI and Customer Service Should be Boring with Damon Covey

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company’s existing customer service team rather than replace it?

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Unleash AI innovation with Amazon SageMaker HyperPod

AWS Machine Learning

The rise of generative AI has significantly increased the complexity of building, training, and deploying machine learning (ML) models. It now demands deep expertise, access to vast datasets, and the management of extensive compute clusters. Customers also face the challenges of writing specialized code for distributed training, continuously optimizing models, addressing hardware issues, and keeping projects on track and within budget.

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What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions

TeleDirect

What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions provides an in-depth look at how call centers function, the services they offer, and how businesses can benefit from outsourcing these services. Call centers are essential for managing customer interactions, providing technical support, and enhancing customer satisfaction.

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CallMiner Outreach – The future of CX is here

Callminer

Learn how CallMiner Outreach is changing the CX game, leveraging AI-powered insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.

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The Ultimate Blueprint for an AI-First Contact Center

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 Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

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Amazing Questions to Ask as a CX Professional

CX Accelerator

With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!

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Revolutionizing clinical trials with the power of voice and AI

AWS Machine Learning

In the rapidly evolving healthcare landscape, patients often find themselves navigating a maze of complex medical information, seeking answers to their questions and concerns. However, accessing accurate and comprehensible information can be a daunting task, leading to confusion and frustration. This is where the integration of cutting-edge technologies, such as audio-to-text translation and large language models (LLMs), holds the potential to revolutionize the way patients receive, process, and

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Best Practices for Training Call Center Agents for Exceptional Customer Service

TeleDirect

Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation. Call centers serve as the frontline of customer interactions, making proper training essential to handling inquiries, resolving issues, and delivering a seamless experience.

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Finding Call Center Services: What Companies Look For

Outsource Consultants

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights. The convergence of these trends presents a powerful opportunity: businesses can optimize CX on a limited budget by leveraging outsourced service providers augmented with AI innovations.

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What is Conversational AI and How Does it Work?

DMG Consulting

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL

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The Ultimate Contact Center Buyers Guide: A Crucial Decision

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.

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Lesson #29 Revisited: Social Reviews Are Still Your Most Important Surveys—Because They’re Public!

PeopleMetrics

Social reviews have always been important, and that hasn't changed. In fact, they might be even more crucial today because they're public surveys available to everyone online. Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation.

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Amazon Bedrock Guardrails announces IAM Policy-based enforcement to deliver safe AI interactions

AWS Machine Learning

As generative AI adoption accelerates across enterprises, maintaining safe, responsible, and compliant AI interactions has never been more critical. Amazon Bedrock Guardrails provides configurable safeguards that help organizations build generative AI applications with industry-leading safety protections. With Amazon Bedrock Guardrails, you can implement safeguards in your generative AI applications that are customized to your use cases and responsible AI policies.

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US-Based Call Center Services: Why Domestic Support Matters for Your Business

TeleDirect

US-Based Call Center Services: Why Domestic Support Matters for Your Business US-Based Call Center Services provide businesses with high-quality, reliable, and customer-focused support that enhances customer experience and operational efficiency. Companies looking to offer exceptional service while maintaining compliance with data security and industry regulations often prefer domestic call centers over offshore options.

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How Can Sentiment Analysis Be Used to Improve Customer Experience?

Interaction Metrics

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

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.

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The Biggest CX Changes in Healthcare Customer Support in 2025

Outsource Consultants

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like. Here’s your conversational, practical guide to what’s shaping healthcare CX today.

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10 Tools and Techniques for Setting Up a High-Performance Call Center

CSM Magazine

Better customer service, more efficient operations, and increased business growth? A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity. However, effective setup requires careful planning, budgeting, and the right tools.

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From innovation to impact: How AWS and NVIDIA enable real-world generative AI success

AWS Machine Learning

As we gather for NVIDIA GTC, organizations of all sizes are at a pivotal moment in their AI journey. The question is no longer whether to adopt generative AI, but how to move from promising pilots to production-ready systems that deliver real business value. The organizations that figure this out first will have a significant competitive advantageand were already seeing compelling examples of whats possible.

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5 Strategies for Working with Customers in Different Time Zones

TeleDirect

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important. A lack of proper time zone management can lead to delays, missed opportunities, and customer dissatisfaction.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization

Calabrio

Analytics From Frustration to Adoption: Overcoming Barriers to Effective Chatbot Utilization Share Chatbots have transformed customer service by providing instant, AI-powered support that reduces contact center volume and improves operational efficiency. However, many customers bypass chatbots , opting instead to escalate to live agents at the first opportunity.

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How to Build a Dream Team with Philippines Call Center Talent

Outsource Consultants

Building a dream team for your call center operations is a game-changer in today’s competitive business landscape. The Philippines has emerged as a powerhouse in the call center industry, offering a wealth of talented professionals. At Outsource Consultants, we’ve seen firsthand how effective Philippines recruitment can transform customer service operations.

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Why 90% of Global Businesses Will Use AI Translation in Customer Support

CSM Magazine

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Traditionally, companies have relied on human translators or multilingual support teams, but these methods are costly, slow, and difficult to scale.

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Integrate generative AI capabilities into Microsoft Office using Amazon Bedrock

AWS Machine Learning

Generative AI is rapidly transforming the modern workplace, offering unprecedented capabilities that augment how we interact with text and data. At Amazon Web Services (AWS), we recognize that many of our customers rely on the familiar Microsoft Office suite of applications, including Word, Excel, and Outlook, as the backbone of their daily workflows.

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The Contact Center Manager’s Guide to AI

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.

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Call Center Best Practices for Superior CX

TeleDirect

Call Center Best Practices for Superior CX Call Center Best Practices for Superior CX is essential for businesses aiming to enhance customer experience (CX) and build lasting relationships. In today’s highly competitive marketplace, delivering excellent customer service is more than just a necessityits a strategic advantage that can differentiate a company from its competitors.

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How Simple Outbound Dialing Mistakes Are Costing You

NobelBiz

A staggering 92% of business-to-customer interactions occur via voice , highlighting the enduring power of the phone call. As consumers increasingly seek trustworthy and personalized experiences from live representatives, the reliance on voice communications is only set to grow. However, many overlook a critical issue: 25% of business phone numbers are at risk of being mislabeled as spam or blocked entirely without their knowledge.

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Is Outsourcing Really Cheaper Than Internal?

Outsource Consultants

Let’s be real, running customer support operations today is a headache. Customers expect 24/7 availability and seamless omnichannel experiences. That means complex tech, specialized skills, and the constant pressure to deliver personalized, empathetic service all of which drive costs through the roof. It’s a tough spot to be in. So, how can businesses get a handle on these rising expenses without sacrificing customer experience?

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The Hidden Costs of Not Having Workplace Transparency in Your Organization

CSM Magazine

Transparency within organizations has become a must in the ever-evolving businessworld. Having transparencyin actions and words creates trust and collaboration in the team. Yet, many organizations still face challenges in making transparency tangible. Lack of transparency has even more significant hidden costs on overallproductivity and employee engagement.

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The New CX: Your Guide to AI Agents

The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

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Build your gen AI–based text-to-SQL application using RAG, powered by Amazon Bedrock (Claude 3 Sonnet and Amazon Titan for embedding)

AWS Machine Learning

SQL is one of the key languages widely used across businesses, and it requires an understanding of databases and table metadata. This can be overwhelming for nontechnical users who lack proficiency in SQL. Today, generative AI can help bridge this knowledge gap for nontechnical users to generate SQL queries by using a text-to-SQL application. This application allows users to ask questions in natural language and then generates a SQL query for the users request.

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Call Center Service for Your Business: Inbound vs Outbound

TeleDirect

Call Center Service for Your Business: Inbound vs Outbound Call Center Service for Your Business: Inbound vs Outbound plays a critical role in optimizing customer support and business growth. Choosing the right type of call center service depends on your business needs, whether it’s handling customer inquiries or reaching out to prospects. Understanding the difference between inbound and outbound call centers helps businesses create efficient customer engagement strategies.

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The Financial Impact Of Customer Churn (Direct vs. Indirect Costs)

MiaRec

When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing ones. That's when I learned a valuable lesson: Minimizing customer churn is one of the most impactful ways a contact center can contribute to their organization's bottom line.