Model customization, RAG, or both: A case study with Amazon Nova
AWS Machine Learning
APRIL 10, 2025
It adjusts the models parameters to better align with the nuances of the target task while using its general knowledge.
PPV Customer Service Case Study: Cable Company Avoids a TKO
TechSee
JANUARY 9, 2018
And most importantly, millions customers satisfied. The post PPV Customer Service Case Study: Cable Company Avoids a TKO appeared first on Techsee. Revenue recovered. TechSee – Sometimes one picture is worth more than a thousand words.
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How 24/7 Call Centers Improve Your Customer Experience
TeleDirect
DECEMBER 25, 2024
A 24/7 call center ensures: Seamless support for customers worldwide. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. When customers know they can rely on your business anytime, they are more likely to remain loyal and recommend your brand to others. The result?
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5 Case Studies to Improve Your Customer Service
Kayako
APRIL 12, 2022
Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity. Having high-performance customer service is essential for any company, regardless of industry. Check out these five case studies that will help you improve this process in your business.
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Guest Blog: Exceptional Customer Support Is Fresh, Not Canned
ShepHyken
JUNE 8, 2018
The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Today’s customer support landscape is more than just email. Here’s an upbeat case study.
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Making Businesses Better: Introducing New VirtualPBX Case Studies
VirtualPBX
NOVEMBER 8, 2023
In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.
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Why 90% of Global Businesses Will Use AI Translation in Customer Support
CSM Magazine
MARCH 19, 2025
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. The Growing Need for AI in Customer Support 1.
Case Study: Machine Learning vs. Natural Language Processing
Inbenta
NOVEMBER 1, 2018
Inbenta is a leader in natural language processing and artificial intelligence for customer support, e-commerce and conversational chatbots, providing an easy-to-deploy solution that improves customer satisfaction, reduces support costs, and increases revenue. The post Case Study: Machine Learning vs.
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Why Empathy Is the Secret Ingredient in Customer Support
CSM Magazine
JANUARY 2, 2025
In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.
Why Empathy Drives Success in Modern Customer Support
CSM Magazine
JANUARY 2, 2025
In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.
Case Study: Machine Learning vs. Natural Language Processing
Inbenta
NOVEMBER 1, 2018
Inbenta is a leader in natural language processing and artificial intelligence for customer support, e-commerce and conversational chatbots, providing an easy-to-deploy solution that improves customer satisfaction, reduces support costs, and increases revenue. The post Case Study: Machine Learning vs.
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10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected
ShepHyken
NOVEMBER 13, 2019
It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. He shared a case study that I’ve often thought about and even referenced in my articles and videos. It was noticed.
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How Outsourcing Simplifies Operations for U.S. Companies Facing Hiring Challenges
TeleDirect
JANUARY 30, 2025
Limited Access to Specialized Talent Many businesses lack the expertise required for specialized functions, including customer support, technical assistance, and back-office tasks. Technology Infrastructure: Prioritize call centers that utilize AI, CRM software, and omnichannel support. Secure Data Handling and Compliance U.S.
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Real-World Examples of Empathy in Action
CSM Magazine
JANUARY 6, 2025
Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.
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Case Study: Revolutionizing Multilingual Support: A Case Study on Mosaic Languages and IntouchCX
24-7 InTouch
NOVEMBER 10, 2023
Discover how a leading global consumer electronics brand transformed its customer support strategy for non-English languages in the Europe, Middle East, and African regions. Join us in exploring the impactful journey that redefined customer support and marked a significant milestone in the brand’s digital transformation.
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5 Top Customer Service Articles for the Week of June 10, 2019
ShepHyken
JUNE 10, 2019
My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them. What leaders can learn about customer loyalty from the Boeing debacle by Shaun Belding. The Millennial Workforce Does Not Tolerate Bad EX by Mary Drumond.
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Digital Transformation vs. Human Touch: A Case Study in Airline Customer Service
Working Solutions
SEPTEMBER 3, 2024
In the digital age, many companies are shifting to online communication as their main customer support channel. While this streamlines operations and cuts costs, eliminating phone support can deeply affect customer relations and business performance. In November 2022, the airline removed its […]
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Superior Customer Support: Guiding Clients Through Their Toughest Moments
NobelBiz
OCTOBER 31, 2023
Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.
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5 Top Customer Service Articles For the Week of February 3, 2020
ShepHyken
FEBRUARY 3, 2020
” Add Enchantment To Your Customers’ Experiences by Chip Bell. Forbes) The Craddock Terry Hotel is a case study in customer experience whimsy. My Comment: Here’s an interesting concept in customer experience: enchantment. 5 Reasons to Invest Now in Customer Experience by Andrew Neff.
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Top Benefits of Outsourcing Call Center Services for Small Businesses
TeleDirect
DECEMBER 22, 2024
How Teledirect Helps: We leverage cutting-edge technology to deliver seamless customer support, including real-time reporting. Our robust systems enhance call routing, agent performance, and customer satisfaction. 24/7 support ensures customers receive assistance, even during unexpected events.
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Scott J Salons Customer Success Story
Momentum Telecom
OCTOBER 23, 2024
Previously, Scott J Salons was dissatisfied with its internet and voice provider, which lacked adequate training and support during challenges. They needed a partner who could deliver not just best-in-class solutions but also exceptional customer support.
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Case Study: Ensuring Trust and Safety in the Gig Economy
24-7 InTouch
NOVEMBER 29, 2023
IntouchCX’s sophisticated trust and safety solutions streamline customer support and case resolution processes for gig economy brands. Our expertise allows us to deliver exceptional customer experiences while strengthening rideshare marketplace safety.
Best Practices for Training Call Center Agents for Exceptional Customer Service
TeleDirect
MARCH 13, 2025
Encourage Problem-Solving and Critical Thinking Train agents to think independently and confidently when resolving customer issues. Use case studies and real scenarios to reinforce decision-making skills. A: Use interactive role-playing, gamification, and real-life case studies to keep agents engaged and motivated.
Customer Service Isn’t the Cost You Want to Cut
CCNG
JANUARY 11, 2023
I’ve seen companies pull back on spending in areas they believed to be “not as critical” (like customer support or the contact center) to the organization’s success, only to have it come back to haunt them. These same companies found themselves having slow growth and customer service and customer retention issues.
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5 Top Customer Service Articles For the Week of January 16, 2017
ShepHyken
JANUARY 16, 2017
The way employees (internal customers) are treated and respected has a direct impact on their job satisfaction, how they engage with each other and how they engage with the customer. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.
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226 Guest Post: How to Build Your Customer Experience Roadmap
ShepHyken
DECEMBER 4, 2020
Think of the customer experience roadmap as one of your most powerful tools to transition vision and strategy to significant operational efficiencies and experience improvements. Customer Experience Roadmap Case Study. Let’s put this in practice.
4 Must-Know Tips for Scaling Call Center Outsourcing During Busy Seasons
Global Response
DECEMBER 9, 2024
Finding the ideal outsourcing call center partner can help you scale for seasonal trends, plan for required support, train agents, and monitor and evaluate real-time performance. Meeting the challenges of seasonal business demands Understanding seasonal demand is the first step in preparing to meet the needs of customer support.
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Top Questions to Ask Before Choosing a Call Center Service
TeleDirect
DECEMBER 20, 2024
What type of customer interactions does the call center handle? Different call centers specialize in various services, such as inbound customer support , outbound follow-ups , or technical assistance. Look for testimonials, case studies, or industry recognition. Understanding their expertise is essential.
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Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’
Beyond Philosophy
MAY 10, 2016
Earlier video campaigns like ‘TD Thanks You’, where ATMs gave customers personalized gifts, and received over 20 million views, began this ‘out of the box’ approach, absolutely unique in the retail banking world. It was one of the most successful marketing programs of 2014: https://www.thinkwithgoogle.com/case-studies/td-thanks-you.html.
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Guest Blog: What Hospitality Industry Has Taught Us About Customer Service Best Practices
ShepHyken
JUNE 10, 2016
At the beginning we did lots of interviews with other customer experience experts to learn more. But as we turned to myriad of resources and whitepapers for answers, we eventually found out that some of best customer service practices we’ve read were in fact from case studies in hospitality industries.
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How Customer Education Drives Business Success and Customer Loyalty
CSM Magazine
JANUARY 28, 2025
Onboarding Training Welcome new customers with informative guides, video tutorials , and walk-throughs to help them get started smoothly. Certifications and Courses For businesses offering complex services, structured programs that certify customers in using your products can instill expertise while building credibility in your brand.
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How Your Contact Center Can Utilize ChatGPT
CCNG
AUGUST 9, 2023
For example, we asked ChatGPT to act as a customer support agent for Netflix and tell us about the options for contacting customer service. Programs like ChatGPT have the potential to drive innovation in customer experience by creating new ways of engaging with customers and solving their problems.
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5 Top Customer Service Articles for the Week of December 9, 2019
ShepHyken
DECEMBER 9, 2019
How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.
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How to Ask for Customer Testimonials and Make the Most Out of Them
ProProfs Blog
JANUARY 28, 2021
How to Ask for Testimonials from Your Customers. Follow Up After a Good Customer Support Service. Where to Feature Customer Testimonials to Get More Sales. Publish Blog Posts and Case Studies. Harness the Power of Customer Testimonials. Follow Up After A Good Customer Support Service.
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The Evolution of Customer Support Tools From Reactive to Proactive
JivoChat
JULY 26, 2023
In today’s fast-paced business environment, exceptional customer support is a must as businesses adjust to rising client demands. The evolution of customer support tools from traditional systems to cutting-edge AI-driven solutions has been transformative, enhancing proactive and seamless support experiences.
25 Call Center Technology Trends to Watch in 2021
Callminer
FEBRUARY 23, 2021
. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. ” – Keti Limani, Customer Service trends 2021 , Surveypal; Twitter: @Surveypal. Remote working arrangements will continue to be adopted.
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Unlocking insights and enhancing customer service: Intact’s transformative AI journey with AWS
AWS Machine Learning
OCTOBER 16, 2024
Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. Conclusion In conclusion, Intact Financial Corporation’s implementation of the CQ, powered by AWS AI services has revolutionized their customer service approach.
12 RFP Questions to Ask About AI in the Contact Center
BlueOcean
APRIL 7, 2025
You need to ensure that your customer support solution is being measured holistically, particularly when you introduce AI as part of an efficiency initiative. AI Use Cases Lets face it, you may not want to be the guinea pig when it comes to AI. Get some case studies from similar projects your potential vendor has worked on.
How Simple Outbound Dialing Mistakes Are Costing You
NobelBiz
MARCH 18, 2025
Compromised Customer Trust: Negative labels cast doubt on your legitimacy, making it harder to build relationships and foster loyalty with the brands you represent. All the way from onboarding to support to troubleshooting has been great throughout this journey!’ What if you treated calls like invitations to a meeting?
5 Common Questions About Call Center Outsourcing Answered
TeleDirect
DECEMBER 23, 2024
Customer Support : Handling inquiries, complaints, and general assistance. Technical Support : Providing troubleshooting assistance for products or services. Lead Qualification : Identifying and qualifying potential customers. Help Desk Support : Assisting with software or hardware issues.
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The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?
Beyond Philosophy
NOVEMBER 28, 2017
From my blog covering what Metro does to distinguish its banking experience: “…what further distinguishes Metro are some of the little touches – free lollipops on the counter for the kids, and water bowls for customers’ dogs. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense.
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The Role of Customer Effort Score (CES) in Improving SaaS CX
Nicereply
DECEMBER 17, 2024
Research has shown that customers who experience high-effort interactions are more likely to churn, while those who have low-effort experiences tend to increase their spending. Customer support teams that turn already frustrating situations into day-ruining ordeals are likely to lose customers to ones capable of efficiently resolving issues.
10 Questions to Ask Yourself Before Outsourcing Customer Service
CSM Magazine
MARCH 5, 2025
According to Global Response , the customer support outsourcing industry, part of the broader Business Process Outsourcing (BPO) market, is currently valued at approximately $307 billion. An outsourcing partner familiar with your industry is more likely to understand your customers’ challenges and expectations. Absolutely.
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5 Top Customer Service Articles of the Week 11-28-2022
ShepHyken
NOVEMBER 28, 2022
My Comment: A frictionless experience is not only for customers. This article is a case study of how Murphy Door created a digital support experience using BILT, a customer service solution that delivers 3D interactive instructions and tutorials that give customers the information they need and reduces overall customer support costs.
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