CCNG

DECEMBER 25, 2024

In the dynamic landscape of CX providers and contact centers, communication and customer service plays a pivotal role in ensuring customer satisfaction. The importance of efficient customer service with contact center operations cannot be overstated, and many companies across a diverse set of vertical industries today require the use of sophisticated technology that enables agents to respond faster, with more accurate information.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195

ShepHyken

DECEMBER 24, 2024

Lets play 20 Questions. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. There is a lot here, so Im breaking it into two parts.

Customer Experience 156

Customer Experience Customer Service Sales 156

Callminer

DECEMBER 25, 2024

The product experience lifecycle helps map the customer journey and understand customers thoughts. This blog explores how contact center interactions can help companies improve their products.

Contact Center 182

Contact Center Management 182

AWS Machine Learning

DECEMBER 23, 2024

When building voice-enabled chatbots with Amazon Lex , one of the biggest challenges is accurately capturing user speech input for slot values. For example, when a user needs to provide their account number or confirmation code, speech recognition accuracy becomes crucial. This is where transcription confidence scores come in to help ensure reliable slot filling.

Virtual Agent 78

Virtual Agent Consulting Consulting Accountability 78

Advertisement

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

TeleDirect

DECEMBER 25, 2024

How 24/7 Call Centers Improve Your Customer Experience In todays global and always-connected marketplace, customer expectations have evolved dramatically. Businesses are no longer judged solely on the quality of their products or services but on the customer experience (CX) they provide. At the heart of delivering exceptional CX lies the ability to offer timely, consistent, and effective communication.

Call Center 62

Call Center Customer Experience Technical Support Healthcare 62

ShepHyken

DECEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world?

Customer Experience 156

Customer Experience B2C B2B Benchmark 156

Callminer

DECEMBER 22, 2024

Effective call summarization can make a positive difference in contact center productivity and customer service. Read this blog to learn what call summaries are, why they're important and more.

Best practices 182

Best practices Contact Center Customer Service 182

CSM Magazine

DECEMBER 23, 2024

Customer support can make or break the gaming experience, especially for new players navigating online casinos for the first time. Whether a player seeks clarification on bonuses, needs help claiming free spins, or has questions about RTP (Return to Player) percentages, effective customer support ensures they feel valued and understood. Below, well explore best practices in casino customer support to win over new players while emphasizing trust, transparency, and efficiency.

Best practices 52

Best practices Customer Support Wait times Self service 52

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization. As we move into 2025, staying ahead of these trends is essential for maintaining customer loyalty and driving growth.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Advertisement

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

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions. This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. 1.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

ShepHyken

DECEMBER 22, 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. 5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business.

Customer Service 156

Customer Service outsourcing Customer Support Chatbots 156

Callminer

DECEMBER 19, 2024

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.

Contact Center 182

Contact Center Customer Service 182

CSM Magazine

DECEMBER 20, 2024

The popularity of eSIM technology has grown rapidly, offering users convenience, flexibility, and seamless connectivity without the need for a physical SIM card. As this digital alternative gains traction, choosing the right provider becomes increasingly important. One of the most crucial factors for users is the quality of customer support. Whether you are a frequent traveler, a business professional, or a casual user, having access to reliable support can make or break your experience with an

Customer Support 52

Customer Support Technical Support Technology Customer Service 52

Advertisement

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

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels. However, building and maintaining an in-house customer support team that meets these expectations can be challenging and costly.

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

Win the Customer

DECEMBER 26, 2024

In today’s rapidly evolving digital landscape, artificial intelligence (AI) is transforming the way businesses interact with their customers. From chatbots and virtual assistants to personalized recommendations and predictive maintenance, AI is revolutionizing customer experience (CX). However, the successful implementation of AI-powered CX hinges on one critical factor: building and maintaining trust with customers.

Education 52

Education Chatbots Engineering Management 52

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? What comes to your mind when you hear the word “BPO”? You know it’s the abbreviation for Business Process Outsourcing. Apart from that what else? The term may conjure up the image of an office space with lots of computer systems that are fitted with IP-based telephony systems where agents handle huge volumes of incoming and outgoing calls.

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

AWS Machine Learning

DECEMBER 23, 2024

Customers need better accuracy to take generative AI applications into production. In a world where decisions are increasingly data-driven, the integrity and reliability of information are paramount. To address this, customers often begin by enhancing generative AI accuracy through vector-based retrieval systems and the Retrieval Augmented Generation (RAG) architectural pattern, which integrates dense embeddings to ground AI outputs in relevant context.

Benchmark 92

Benchmark Finance Construction Enterprise 92

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

CSM Magazine

DECEMBER 24, 2024

Customer retention is a critical factor in driving long-term financial growth for any business. By focusing on retaining existing customers, companies can build stronger relationships, reduce acquisition costs, and increase lifetime value. This guide explores seven key ways in which customer retention directly impacts a companys financial success. 1.

Customer retention 52

Customer retention Construction Advertising Feedback 52

TeleDirect

DECEMBER 19, 2024

The Secret to Faster Response Times in Call Centers In todays fast-paced business environment, response time is everything. Customers expect instant solutions, and a slow response can mean the difference between a satisfied client and a lost opportunity. At TeleDirect, weve mastered the art of reducing response times while maintaining exceptional service quality.

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

Calltools

DECEMBER 25, 2024

Dialing in the real estate industry requires the right tools to ensure success for your team. Compliance, customer perception, and agent efficiency are all important factors to consider when selecting the right auto-dialer technology for your call center. In this guide, learn ten helpful features an auto dialer, or preview dialer, can provide for your real estate business.

Real estate 52

Real estate Scripts CRM Call Center 52

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, a

Surveys 52

Surveys Accountability Feedback Government 52

Advertisement

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.

MiaRec

DECEMBER 23, 2024

If there is one thing I would have liked to have had in my role as a sales contact manager a few years ago, it would have been the ability to provide my agents with some personalized feedback after every call. Okay, that and Auto QA because manually evaluating agents was a never-ending drag. but I digress. I wanted my agents to succeed so badly that it kept me up at night, but no matter how hard I tried, there was only one of me to go around, so I spent most of my time focusing on my bottom perf

Coaching 52

Coaching Contact Center Sales Feedback 52

CSM Magazine

DECEMBER 21, 2024

Microsoft has introduced multilingual autonomous voice agents using Copilot Studio, a significant advancement in their AI capabilities. The voice agents are designed to handle multiple languages effortlessly, requiring just a simple configuration. This ensures that business logic and integrations remain consistent across different languages, streamlining the deployment process for companies operating in multilingual environments.

Contact Center 52

Contact Center Customer Service 52

TeleDirect

DECEMBER 22, 2024

Top 10 Metrics to Measure Call Center Success Measuring the success of a call center is essential for understanding its performance, identifying areas for improvement, and delivering exceptional customer experiences. Effective call center analytics rely on tracking the right metricsthose that align with business goals and customer satisfaction. Below is a comprehensive guide to the top 10 metrics that help measure call center success. 1.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

AWS Machine Learning

DECEMBER 24, 2024

Training large language models (LLMs) models has become a significant expense for businesses. For many use cases, companies are looking to use LLM foundation models (FM) with their domain-specific data. However, companies are discovering that performing full fine tuning for these models with their data isnt cost effective. To reduce costs while continuing to use the power of AI , many companies have shifted to fine tuning LLMs on their domain-specific data using Parameter-Efficient Fine Tuning (

Scripts 87

Scripts Engineering Management Finance 87

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 26, 2024

Are siloed cybersecurity tools a thing of the past? Discover how an AI-driven unified solution fights cyber threats with greater efficiency.

Technology 48

Technology 48

MiaRec

DECEMBER 19, 2024

Are you struggling with low CSAT scores in your hospitality contact center? Are you looking for ways to automate your contact center processes and start using AI to eliminate some of your biggest pain points?

Contact Center 52

Contact Center Quality management Management 52

CSM Magazine

DECEMBER 23, 2024

Team happy hours, shared lunches, and coffee talks all have one thing in common: they take place together. However, for remote customer support teams, the lack of such tried-and-true workplace bonding mainstays may create a gap that is difficult to fill without becoming a bit more creative. Keeping your remote workforce engaged requires understanding how to make them feel supported.

Customer Support 52

Customer Support Morale Coaching Personalization 52