ShepHyken

DECEMBER 16, 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. The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share.

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Customer Service Contact Center Metrics Consulting 156

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

24-7 InTouch

DECEMBER 16, 2024

Utilizing AI in customer service effectively is key to meeting todays growing customer expectations. While businesses often focus on streamlining operations and boosting revenue, the critical role of human expertise is sometimes overlooked. Though AI-driven scaling can enhance efficiency, nurturing the brand-customer relationship requires a balanced, hybrid approach that integrates both AI and human touchpoints.

Customer Care 52

Customer Care Personalization Wait times Chatbots 52

ROI CX Solutions

DECEMBER 16, 2024

Reading Time: 12 minutes Table of contents Introduction The holiday season has arrived! While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service.

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Contact Center Interactive Voice Response Average Handle Time outsourcing 52

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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

Contact Center

CSM Magazine

DECEMBER 16, 2024

HubSpot has announced the acquisition of Frame AI, an AI-powered conversation intelligence platform, to enhance its ability to provide real-time insights from unstructured data. Frame AI’s technology converts unstructured data like emails, calls, and meetings into actionable recommendations, enabling businesses to anticipate customer needs and enhance customer experiences.

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CRM Technology Customer Experience Customer Service 52

CSM Magazine

DECEMBER 16, 2024

Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Today, managing service across multiple channels is costly and often leaves customers frustrated. To simplify interactions, many companies are rethinking their omnichannel strategies.

Self service 52

Self service Surveys Customer Service Customer Experience 52

Vistio

DECEMBER 16, 2024

Agent turnover is one of the most persistent challenges for contact centers. Despite comprehensive onboarding programs, many centers still experience high attrition rates, leaving managers and trainers to constantly recruit, train, and replace staff. Why does this problem persist, and what can be done to change the cycle? Lets explore the key mistakes contributing to turnover and strategies to create a more sustainable and engaged workforce.

Contact Center 52

Contact Center Agent burnout Construction Coaching 52

CSM Magazine

DECEMBER 16, 2024

Tata Communications has unveiled Kaleyra AIan innovative, AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities that surpass traditional communication tools. Seamlessly integrating with communication channels and live agent interfaces, the portfolio harnesses Generative AI (GenAI) to deliver a competitive advantage through streamlined, personalized, and highly engaging customer interactions.

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Enterprise Analytics Marketing Customer Support 52

AWS Machine Learning

DECEMBER 16, 2024

Today, we are excited to announce that the Llama 3.3 70B from Meta is available in Amazon SageMaker JumpStart. Llama 3.3 70B marks an exciting advancement in large language model (LLM) development, offering comparable performance to larger Llama versions with fewer computational resources. In this post, we explore how to deploy this model efficiently on Amazon SageMaker AI , using advanced SageMaker AI features for optimal performance and cost management.

Benchmark 101

Benchmark Engineering Management Technology 101

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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.

Sales

CSM Magazine

DECEMBER 16, 2024

For the fifth year in a row, Southwest Gas has been recognized for top-tier customer satisfaction in Residential Natural Gas Service for the West region among large utilities. This recognition comes from the J.D. Power 2024 Gas Utility Residential Customer Satisfaction Study. The company also earned high marks for its commitment to safety, reliability, and payment services.

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Customer Experience Customer Service 52

AWS Machine Learning

DECEMBER 16, 2024

Organizations are continuously seeking ways to use their proprietary knowledge and domain expertise to gain a competitive edge. With the advent of foundation models (FMs) and their remarkable natural language processing capabilities, a new opportunity has emerged to unlock the value of their data assets. As organizations strive to deliver personalized experiences to customers using generative AI, it becomes paramount to specialize the behavior of FMs using their ownand their customersdata.

APIs 101

APIs SaaS Accountability Management 101

CSM Magazine

DECEMBER 16, 2024

BT Group is enhancing customer support by incorporating advanced AI and generative AI technologies in partnership with Sprinklr. The updated customer contact platform aims to improve the EE and BT customer experience through conversational AI and streamlines support processes for the Groups customer service representatives across its business, consumer, and internal contact channels.

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Customer Support Government Technology Customer Experience 52

AWS Machine Learning

DECEMBER 16, 2024

We spoke with Dr. Swami Sivasubramanian, Vice President of Data and AI, shortly after AWS re:Invent 2024 to hear his impressionsand to get insights on how the latest AWS innovations help meet the real-world needs of customers as they build and scale transformative generative AI applications. Q: What made this re:Invent different? Swami Sivasubramanian: The theme I spoke about in my re:Invent keynote was simple but powerfulconvergence.

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Management Government Advertising Education 94

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

Blueship Call Center

DECEMBER 16, 2024

Back office support services may be considered to be one of the most important alternatives for firms looking to optimize their operations, save expenses, and focus on competences. They are not basic administrative functions anymore; they are now part of an enterprise strategy to create speed within a business environment. The back office support services Across Industries: Data entry and payroll management, compliance monitoring, and IT support are included in back office operations.

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outsourcing Healthcare Education Finance 75