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Weve all been there. As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. You hear its nice to have, and maybe even a nod or two from other departments, but not the concrete backing that turns a function into a strategic force.
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. Should AI Be Used To Respond to Customer Reviews? by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather tha
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.
Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.
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.
AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.
If you work in a call centerespecially if you lead a call centeryou might want to stop reading now, because Im about to bum you out. Hard. Being a call center agent sucks and it is managements fault. And not just because a handful of customers are absolute nightmares or because customer service pay is consistently lower than pretty much every other department.
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If you work in a call centerespecially if you lead a call centeryou might want to stop reading now, because Im about to bum you out. Hard. Being a call center agent sucks and it is managements fault. And not just because a handful of customers are absolute nightmares or because customer service pay is consistently lower than pretty much every other department.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma? How can companies ensure they are accurately measuring their customer experience?
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.
18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty. In the competitive world of call centers , agents must be equipped with the right skills and techniques to meet and exceed customer expectations. To help businesses achieve this, we have compiled 18 proven tips that enhance customer interactions and optimize call center performance.
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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.
Read Time: 9.5 minutes Table of Contents Introduction Theres an oft-repeated phrase: Knowledge is power. While it might seem cliche, this statement is particularly true in an ever-changing marketplace where customers’ expectations rapidly shift. As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands.
I just received an email from the Dollar Shave Club. Ive been a member (as in customer) of the club for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. The concept was simple. Pay a small monthly fee and new razor blades are delivered to your mailbox. The member never has to worry about running out of fresh razor blades ever again.
Amazon Bedrock announces the preview launch of Session Management APIs, a new capability that enables developers to simplify state and context management for generative AI applications built with popular open source frameworks such as LangGraph and LlamaIndex. Session Management APIs provide an out-of-the-box solution that enables developers to securely manage state and conversation context across multi-step generative AI workflows, alleviating the need to build, maintain, or scale custom backen
How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. With customers increasingly expecting fast, efficient, and personalized support, call centers must adopt best practices and innovative strategies to meet these demands.
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Youve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. You simply cant rely on an unwritten set of rules or assumptions to guide your collaboration or, sooner or later, that partnership will come under serious stress.
Innovation in the Java ecosystem relies on modern syntax, advanced frameworks, and strong security habits. Professionals who refine these abilities continuously can build stable, high-performance applications. Businesses also gain measurable advantages by securing such specialists, leading to efficient deliveries and sustainable progress in a fast-moving technological era.
Valentines Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. Ive written a number of articles about customer and employee gifts onValentines Day and other obvious gift-giving holidays. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards.
In many generative AI applications, a large language model (LLM) like Amazon Nova is used to respond to a user query based on the models own knowledge or context that it is provided. However, as use cases have matured, the ability for a model to have access to tools or structures that would be inherently outside of the models frame of reference has become paramount.
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In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!
24/7 Live Support: A Must-Have for Modern Law Firms 24/7 Live Support : A Must-Have for Modern Law Firms is crucial for maintaining client satisfaction, capturing leads, and staying competitive in todays fast-paced legal environment. With clients expecting instant responses and around-the-clock availability, law firms that invest in 24/7 live support can significantly enhance their client experience and operational efficiency.
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.
Born between 1997 and 2012, Gen Z has grown up in an environment with technology at their fingertips, constantly engaged and receiving informationand they expect the same from their workplace learning. Yet, many companies still rely on traditional training methods that fail to engage or prepare employees for real-world challenges. The result? High turnover, disengaged employees, and missed business opportunities.
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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Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Consequently, accurately measuring and strategically enhancing call center agent performance is paramount.
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Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.
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