ShepHyken

MARCH 3, 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. What Causes Customer Rage Today? by John A. Goodman (CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly.

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

AWS Machine Learning

MARCH 3, 2025

Today, we are excited to announce that Pixtral 12B (pixtral-12b-2409), a state-of-the-art 12 billion parameter vision language model (VLM) from Mistral AI that excels in both text-only and multimodal tasks, is available for customers through Amazon Bedrock Marketplace. Amazon Bedrock Marketplace is a new capability in Amazon Bedrock that enables developers to discover, test, and use over 100 popular, emerging, and specialized foundation models (FMs) alongside the current selection of industry-le

Benchmark 97

Benchmark APIs Enterprise Construction 97

AWS Machine Learning

FEBRUARY 28, 2025

This post was written by Claudiu Bota, Oleg Yurchenko, and Vladyslav Melnyk of AWS Partner Automat-it. As organizations adopt AI and machine learning (ML), theyre using these technologies to improve processes and enhance products. AI use cases include video analytics, market predictions, fraud detection, and natural language processing, all relying on models that analyze data efficiently.

Benchmark 108

Benchmark Best practices Engineering Technology 108

Ambs Call Center

MARCH 3, 2025

Look, as business owners, we've all been there. You're deep in a strategy session, or maybe you're finally getting a moment to yourself to grab a quick lunch, and thenyour phone rings. It's the dreaded sound of a call. You and I know that it's a potential client slipping awaya missed opportunityand a nagging feeling that you're dropping the ball.

87

87

Advertisement

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.

Contact Center

CSM Magazine

MARCH 6, 2025

Lots of online businesses use Shopifyand for good reason! It’s a really popular platform. It’s easy to use, reliable, and can grow with you. But having a Shopify store is only part of the equation. Customer experience (CX) is everything. A well-designed Shopify store makes shopping a breeze, leading to loyal customers and a booming business.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? You might say, Ill just ask them, and thats a great answer. Direct feedback is a gift. But maybe theres another way. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.

Feedback 198

Feedback B2B Customer Service Customer Support 198

PeopleMetrics

MARCH 6, 2025

The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.

62

62

CSM Magazine

MARCH 6, 2025

TADS Educate stands out as a service that not only provides innovative solutions for schools and parents but also ensures that their support is top-notch. If you’re wondering about the quality of their customer support and how to reach out to them for assistance, you’ve come to the right place. How Good is TADS Educate’s Customer Support?

Education 52

Education Customer Support Customer Experience Management 52

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for January 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Better translations and Topic logic is now available! You can now request to have our new Translation Engine and our new Topic Modeling AI.

APIs 78

APIs Surveys Feedback Engineering 78

Advertisement

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.

ShepHyken

MARCH 3, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do you get zero customer complaints? What benefits do businesses gain by proactively eliminating customer complaints? What is the cost of customer dissatisfaction? Why is it important for company executives to engage directly with the customers?

Customer retention 174

Customer retention Feedback Management Technology 174

AWS Machine Learning

FEBRUARY 28, 2025

AWS DeepRacer League 2024 Championship finalists at re:Invent 2024 The AWS DeepRacer League is the worlds first global autonomous racing league powered by machine learning (ML). Over the past 6 years, a diverse community of over 560,000 builders from more than 150 countries worldwide have participated in the League to learn ML fundamentals hands-on through the fun of friendly autonomous racing.

Calibration 102

Calibration Education Management Marketing 102

Ambs Call Center

FEBRUARY 28, 2025

When businesses start looking for an answering service, price is often a top concern. But finding an affordable answering service that still delivers reliable, high-quality support isnt always easy. Many companies assume they have to choose between cost and performancebut thats not necessarily the case.

Answering services 68

Answering services 68

CSM Magazine

MARCH 6, 2025

Microsoft, as one of the largest and most well-known tech companies in the world, provides a variety of customer support options, with Microsoft Support Chat being one of the most popular and accessible. Here, well explore how effective Microsoft Support Chat is and outline the steps you can take to contact them. How Good Is Microsoft Support Chat? Microsoft Live Chat offers a convenient way for customers to address their concerns in real time, without the need to pick up the phone.

Virtual Agent 52

Virtual Agent Wait times Chatbots Accountability 52

Advertiser: ZoomInfo

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.

Enterprise

SQM Group

MARCH 6, 2025

Let's explore LLMs, how they work, and why theyre changing the call center industry.

Call Center 62

Call Center 62

SharpenCX

FEBRUARY 27, 2025

Balance efficiency and personalization in CX with Sharpens automation solutions for SMBs, including virtual call centers, AI chatbots, and multichannel support.

Personalization 67

Personalization virtual call center Multichannel Chatbots 67

AWS Machine Learning

MARCH 4, 2025

Building cloud infrastructure based on proven best practices promotes security, reliability and cost efficiency. To achieve these goals, the AWS Well-Architected Framework provides comprehensive guidance for building and improving cloud architectures. As systems scale, conducting thorough AWS Well-Architected Framework Reviews (WAFRs) becomes even more crucial, offering deeper insights and strategic value to help organizations optimize their growing cloud environments.

Best practices 101

Best practices Enterprise Engineering Strategic Value 101

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working? Even if youve got beautifully crafted questions, a low response rate or a confusing survey can derail everything.

Surveys 62

Surveys Abandon rate Feedback Marketing 62

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

CSM Magazine

MARCH 3, 2025

If you’re looking to ace your words per minute (WPM) typing test, understanding keyboard shortcuts can give you the edge you need. Whether you’re preparing for an online typing test or aiming to become a more efficient typist overall, shortcuts are a game-changer. Learning and mastering these key combinations not only boosts your typing speed but also significantly improves your accuracy by minimizing unnecessary keystrokes.

52

52

Help Scout

MARCH 6, 2025

Looking to boost your company's revenue? Then it's time to focus on increasing customer retention and doubling down on great customer experiences.

Customer retention 59

Customer retention Customer Experience 59

Ambs Call Center

MARCH 4, 2025

Some people think a virtual receptionist is a piece of automated technology that answers phone calls. This couldn't be further from the truth. In reality they are a real person ready to help when you need them.

Technology 63

Technology Personalization 63

AWS Machine Learning

MARCH 4, 2025

Amazon Bedrock Knowledge Bases offers a fully managed Retrieval Augmented Generation (RAG) feature that connects large language models (LLMs) to internal data sources. Its a cost-effective approach to improving LLM output so it remains relevant, accurate, and useful in various contexts. It also provides developers with greater control over the LLMs outputs, including the ability to include citations and manage sensitive information.

APIs 91

APIs Best practices Management Personalization 91

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

Maru Group

MARCH 3, 2025

At the start of 2025, UK consumers are focused on the creation of sustainable environments that allow them to thrive. Contrary to the hype of new year resolutions, the first few months of the year arent about dramatic transformation or high-pressure attainment: its about prioritising nurturing and taking incremental steps towards stability. But how does this quest for nurture translate to consumer behaviour - and what role can ready but play in meeting this need?

Entertainment 52

Entertainment Finance Gamification Construction 52

CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. These portals, as part of modern help desk software, enable customers to independently resolve common issues, access important information, or reach support at their own pace. This article explains how they work for both sides of the equationthe business and the customer.

Self service 52

Self service Best practices Wait times Feedback 52

Concentrix

MARCH 3, 2025

Find out how technology in insurance is reshaping the industry. Learn to future-proof your processes and enhance value.

Technology 62

Technology Engineering Banking 62

PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Congratulations! This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. The natural instinct? Go big. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.

Surveys 62

Surveys CRM Feedback Analytics 62

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

AWS Machine Learning

MARCH 3, 2025

Recent advances in generative AI have led to the proliferation of new generation of conversational AI assistants powered by foundation models (FMs). These latency-sensitive applications enable real-time text and voice interactions, responding naturally to human conversations. Their applications span a variety of sectors, including customer service, healthcare, education, personal and business productivity, and many others.

APIs 72

APIs Benchmark Metrics Healthcare 72

Balto

MARCH 3, 2025

Call center automation is transforming customer service operations across industries, shifting from traditional human-only models to a hybrid approach that blends technology with human expertise. Modern contact centers that implement strategic automation see a 25-35% reduction in operational costs while maintaining or improving customer satisfaction scores.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

CSM Magazine

MARCH 3, 2025

Whether you are managing multiple accounts, scraping data for market research, or simply trying to maintain your privacy online, choosing the right proxy service is crucial. With countless options available today, finding a reliable proxy service can feel overwhelming. One key area that will help you make this decision? Customer support. A proxy service may offer high-speed servers or premium locations, but if their customer service doesnt deliver, you may find yourself stuck when something goes

Customer Support 52

Customer Support Advertising Scripts Accountability 52