ShepHyken

NOVEMBER 25, 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. 10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.

Customer Service 182

Customer Service Contact Center Customer Experience Call Center 182

Callminer

NOVEMBER 25, 2024

One of AI's most prominent uses is in customer service, handling tasks like training agents, summarizing customer interactions, and more. Read this blog to learn how AI is improving CX.

Customer Experience 182

Customer Experience Customer Service 182

TMP Direct

NOVEMBER 25, 2024

The festive season is a prime opportunity for businesses to maximize sales, as many customers embark on shopping sprees, eager to find the perfect gifts. However, this excitement often meets a significant hurdle: Cart Abandonment. This phenomenon occurs when customers fill their carts with products but leave without completing the purchase, significantly impacting sales and revenue.

Sales 52

Sales Business Process Outsourcing outsourcing Chatbots 52

Win the Customer

NOVEMBER 25, 2024

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction. Understanding the Role of AI AI-powered chatbots and virtual assistants can handle a wide range of customer inquiries, from simple questions to complex troubleshooting.

Wait times 59

Wait times Chatbots Best practices Feedback 59

Advertisement

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

NOVEMBER 25, 2024

You’re having your coffee when, out of nowhere, you receive a message about a one-star rating—or worse, a customer complaint. What a way to ruin your mood for the day. Managing multi-channel e-commerce often feels like a constant race to fix problems, from overselling items to missing customer inquiries. The good news? There’s a way to simplify the chaos.

Customer Service 52

Customer Service Management Sales Personalization 52

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand. A seemingly minor service failure tarnished not only my stay but also my trust in the brand itself.

Construction 52

Construction Morale Feedback Coaching 52

CSM Magazine

NOVEMBER 25, 2024

With the constantly evolving technology in retail businesses, electronic shelf labels have become an essential tool for dynamic pricing. These labels, commonly abbreviated as ESLs, are digital display systems that you can use in your retail business to show the price of the products, promotions, and any other relevant information regarding the particular products.

Technology 52

Technology Analytics Sales Customer Service 52

24-7 InTouch

NOVEMBER 25, 2024

Long-term business growth requires cost-effective strategies to boost revenue, and fostering loyalty is a crucial approach to achieving this. By understanding customers’ deep need for personalized experiences, as well as the power of recognition and rewards, businesses can create enduring relationships that drive revenue. This blog explores how high-touch experiences powered by AI can help you get the most out of every interaction with your customers and enhance loyalty.

Personalization 52

Personalization Chatbots Feedback Technology 52

CSM Magazine

NOVEMBER 25, 2024

Customer service teams depend on efficient workflows for success. Well-organized processes help customer representatives respond faster, increase customer satisfaction, and reduce operational expenses. Today’s business environment demands prompt and effective responses, making efficient workflows integral to customer service operations. Establishing clear workflows enables customer service teams to streamline tasks, eliminate redundant steps, and ensure consistent service delivery.

Customer Service 52

Customer Service Feedback Best practices Metrics 52

Advertiser: ZoomInfo

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

Cisco - Contact Center

NOVEMBER 25, 2024

In our recent Cisco AI Readiness Index, we found that only 13% of organizations consider themselves ready to capture AI’s potential, even though urgency is high. Companies are investing, but close to half of respondents say the gains aren’t meeting expectations. Here’s how organizations can get themselves better prepared.

79

79

Provide Support

NOVEMBER 25, 2024

Today multitasking is integral part of customer service workflow. However, what are the main challenges agents face when handling multiple chats and how to overcome them?

Management 65

Management Customer Service 65

Cisco - Contact Center

NOVEMBER 25, 2024

Learn how financial institutions can address ransomware and software and patch requirements to address public vulnerabilities.

Management 60

Management 60

FluentStream

NOVEMBER 25, 2024

As Thanksgiving approaches, FluentStream is taking a moment to reflect on the invaluable contributions of our employees, customers, and partners. This time of gratitude is an opportunity to celebrate the relationships that have propelled us forward and fostered a culture. Read More The post Giving Thanks for a Successful 2024 appeared first on FluentStream.

52

52

Advertisement

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

ShepHyken

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?

Customer Support 234

Customer Support Average Handle Time Upselling Contact Center 234

FluentStream

NOVEMBER 25, 2024

As Thanksgiving approaches, FluentStream is taking a moment to reflect on the invaluable contributions of our employees, customers, and partners. This time of gratitude is an opportunity to celebrate the relationships that have propelled us forward and fostered a culture. Read More The post Giving Thanks for a Successful 2024 appeared first on FluentStream.

52

52

AWS Machine Learning

NOVEMBER 25, 2024

Today, we are excited to announce that John Snow Labs’ Medical LLM – Small and Medical LLM – Medium large language models (LLMs) are now available on Amazon SageMaker Jumpstart. Medical LLM is optimized for the following medical language understanding tasks: Summarizing clinical encounters – Summarizing discharge notes, progress notes, radiology reports, pathology reports, and various other medical reports Question answering on clinical notes or biomedical research – Answering questions about a

Healthcare 109

Healthcare APIs Surveys Best practices 109

DMG Consulting

NOVEMBER 25, 2024

MEDIA ALERT DMG Consulting Releases 2024 – 2025 Contact Center as a Service Product and Market Report Fueled by AI, CCaaS vendors are at the forefront of change in the contact center world Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases 2024 – 2025 Contact Center as a Service Product and Market Report When: Today, 21 November 2024 Where: Available at the DMG Consulting online store

Consulting 59

Consulting Consulting Contact Center Marketing 59

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

AWS Machine Learning

NOVEMBER 25, 2024

Amazon Web Services (AWS) is excited to be the first major cloud service provider to announce ISO/IEC 42001 accredited certification for AI services, covering: Amazon Bedrock , Amazon Q Business , Amazon Textract , and Amazon Transcribe. ISO/IEC 42001 is an international management system standard that outlines requirements and controls for organizations to promote the responsible development and use of AI systems.

Management 106

Management Benchmark Government Technology 106

CSM Magazine

NOVEMBER 25, 2024

Blockchain-based currencies have been gaining popularity lately, and many people wonder if they should join the trend, hoping they will increase their profits. Bitcoin is the most popular asset in the sector, and therefore, most investors turn to it when they consider purchasing digital currencies. If you also want to add Bitcoin to your portfolio before experimenting with other assets, you must research it more.

Government 52

Government Technology Marketing 52

AWS Machine Learning

NOVEMBER 25, 2024

We’re excited to announce the availability of Meta Llama 3.1 8B and 70B inference support on AWS Trainium and AWS Inferentia instances in Amazon SageMaker JumpStart. Meta Llama 3.1 multilingual large language models (LLMs) are a collection of pre-trained and instruction tuned generative models. Trainium and Inferentia, enabled by the AWS Neuron software development kit (SDK), offer high performance and lower the cost of deploying Meta Llama 3.1 by up to 50%.

Engineering 101

Engineering Benchmark Management Accountability 101

CSM Magazine

NOVEMBER 25, 2024

Low-deposit online casinos can be very appealing to players who want to manage their spending. The idea of gambling without having to dip far into the wallet creates a tempting new entry point. But, can Canadians trust using a low minimum deposit online casino? We wanted to get down whether low-minimum deposit online casinos are truly safe or potentially risky.

Government 52

Government Accountability Customer Support Marketing 52

Advertisement

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.

Cloud contact

AWS Machine Learning

NOVEMBER 25, 2024

In the rapidly evolving digital content industry, multilingual accessibility is crucial for global reach and user engagement. 123RF , a leading provider of royalty-free digital content, is an online resource for creative assets, including AI-generated images from text. In 2023, they used Amazon OpenSearch Service to improve discovery of images by using vector-based semantic search.

Engineering 100

Engineering Entertainment Marketing APIs 100

CSM Magazine

NOVEMBER 25, 2024

As the digital landscape evolves, church communities also adapt to technological advancements. In 2025, church apps will offer enhanced features designed to foster spiritual growth, community engagement, and seamless communication. This post explores the anticipated features and benefits of church apps, providing insights into how these digital tools can enrich congregational experiences.

Personalization 52

Personalization Technology Management 52

AWS Machine Learning

NOVEMBER 25, 2024

Enterprises face significant challenges accessing and utilizing the vast amounts of information scattered across organization’s various systems. What if you could simply ask a question and get instant, accurate answers from your company’s entire knowledge base, while accounting for an individual user’s data access levels? Amazon Q Business is a game changing AI assistant that’s revolutionizing how enterprises interact with their data.

Scripts 88

Scripts APIs Accountability Enterprise 88

CSM Magazine

NOVEMBER 25, 2024

The realm of Internet radio broadcasting is changing swiftly as technology progresses further each day. To keep up with the evolving landscape and captivate audiences while enhancing their listening enjoyment, broadcasters must be proactive in staying on top of emerging trends. By exploring imaginative strategies, a radio broadcaster ensures that online radio stays current and captivating for listeners globally.

Entertainment 52

Entertainment Advertising Analytics Technology 52

Advertisement

Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

DMG Consulting

NOVEMBER 25, 2024

The CCaaS Market Sees Growing Pains and Changing Dynamics View this article on the publisher’s website The contact center-as-a-solution (CCaaS) market is thriving while simultaneously undergoing an identity crisis. CCaaS solutions are being purchased at a rapid rate as companies migrate from their premises-based contact center solutions to the cloud.

Marketing 48

Marketing Self service Contact Center APIs 48

CSM Magazine

NOVEMBER 25, 2024

Crafted to embody a brand’s identity in an image, a logo is a powerful symbol that resonates with viewers through a blend of creativity and strategic foresight. This comprehensive article outlines the process of creating a logo design that connects with the target audience effectively. Understanding Brand Identity Exploring brand identity is crucial.

Feedback 52

Feedback Accountability Marketing Personalization 52