Tue.Sep 24, 2024

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How’s the Weather and Other Stock Lines that Prove the Rep Is Uninterested

ShepHyken

Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience.

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The evolving role of customer service representatives in today’s modern contact center

Callminer

Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.

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Migrating to Amazon SageMaker: Karini AI Cut Costs by 23%

AWS Machine Learning

This post is co-written with Deepali Rajale from Karini AI. Karini AI , a leading generative AI foundation platform built on AWS, empowers customers to quickly build secure, high-quality generative AI apps. GenAI is not just a technology; it’s a transformational tool that is changing how businesses use technology. Depending on where they are in the adoption journey, the adoption of generative AI presents a significant challenge for enterprises.

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Layered Protection for RADIUS With Cisco

Cisco - Contact Center

Learn how Cisco’s unique integrations protect RADIUS authentications when connecting to the network.

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Turn Your Contact Center Into a Profit Machine with AI

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.

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How generative AI is transforming legal tech with AWS

AWS Machine Learning

Legal professionals often spend a significant portion of their work searching through and analyzing large documents to draw insights, prepare arguments, create drafts, and compare documents. The rise of generative artificial intelligence (AI) has brought an inflection of foundation models (FMs). These FMs, with simple instructions (prompts), can perform various tasks such as drafting emails, extracting key terms from contracts or briefs, summarizing documents, searching through multiple document

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Deploy generative AI agents in your contact center for voice and chat using Amazon Connect, Amazon Lex, and Amazon Bedrock Knowledge Bases

AWS Machine Learning

This post is co-written with Vraj Shah and Chaitanya Hari from DoorDash. DoorDash connects consumers with their favorite local businesses in more than 30 countries across the globe. Recently, they faced a significant challenge in handling the high volume of calls from its contractor delivery workers, known as Dashers. With a user base of over 37 million active consumers and 2 million monthly active Dashers at the end of 2023, the company recognized the need to reduce the burden on its live agent

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How to Use Customer Feedback to Improve Your Service Quality?

CSM Magazine

Does feedback about the specific brand affect your decisions about products or services? Using customer feedback to improve service quality helps companies retain customers for up to 70% longer. Such results indicate the importance of listening to your clients, particularly for international dating services where trust and personal contacts are strategically vital for operational success.

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Harnessing the power of AI to drive equitable climate solutions: The AI for Equity Challenge

AWS Machine Learning

The climate crisis is one of the greatest challenges facing our world today. Its impacts are far-reaching, affecting every aspect of our lives—from public health and food security to economic stability and social justice. What’s more, the effects of climate change disproportionately burden the world’s most vulnerable populations, exacerbating existing inequities around gender, race, and socioeconomic status.

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Responsible Gaming at ViperSpin Casino

CSM Magazine

Responsible gambling plays an important role in maintaining a safe and controlled process for all participants. Maintaining an informed approach helps minimize risks and makes for a balanced and safe entertainment expertise. As part of its work, ViperSpin Casino actively implements measures to support responsible behavior by providing users with tools to control their activity.

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The Latest C2Perform Index: Key Support Trends From 100M+ Data Points

The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.

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Top 5 Best Nextiva Alternatives to Help You Make More Calls

NobelBiz

A strong and reliable communication platform is key to keeping any business running smoothly and effectively. Among the leading VoIP solution providers for quite some time now is Nextiva, offering businesses an all-in-one communication system. Though strong, Nextiva does not claim perfection in every feature it has for any business. The reason one seeks an alternative is for more advanced integrations, automation, or simply one feature that is specifically attuned to a company’s needs.

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How to Ensure Your Law Firm Provides Top-Notch Customer Care

CSM Magazine

Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that. Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Legal expertise is just the starting point. Clients want a legal partner who truly gets them, responds promptly, and becomes an trusted ally.

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JustCall Earns 132 New G2 Badges

JustCall

You know what never gets old? Love. After all, behind the little blue JustCall logo, there’s more than 300 of us folks working with a singular purpose – to help our customers fulfill their entrepreneurial dreams. And when they reward us with appreciation and love, it’s incredible. So forgive us when we say that getting 132 G2 badges this quarter got us a bit emotional.

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Understanding Global Healthcare Options

CSM Magazine

Global healthcare refers to the availability and quality of health services worldwide. It’s crucial to understand the differences in healthcare standards and access across countries. For those who travel, work, or live abroad, like expatriates and digital nomads, knowing about healthcare options can greatly improve their health. It’s important to learn about the healthcare system in your destination country.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

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.

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Mastering Customer Engagement: A Complete Guide to Drive Growth & Loyalty

Kapta Customer Success

Introduction to Customer Engagement Customer engagement has emerged as a crucial factor in driving revenue and retention from existing customers. It represents the emotional connection and ongoing interactions between a company and its customers throughout the customer journey. Effective customer engagement strategies foster strong relationships, drive loyalty, and ultimately lead to increased customer retention and revenue growth.