Tue.Apr 22, 2025

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What to Say When You Don’t Have What the Customer Wants

ShepHyken

I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.

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How AI is transforming customer experience

Callminer

AI has long been transforming how companies engage with their customers. Read this blog for 25 AI customer experience examples and the benefits.

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Guide to AI Solutions For Contact Centers

ROI CX Solutions

Read Time: 9 minutes Table of Contents Introduction Learn how artificial intelligence for contact centers can power your customer support operations and elevate agent performance in this article. Discover how contact center AI assists agents on live calls, reduces training and handle time, and helps businesses better understand customer behavior. Contact ROI CX Solutions to customize your AI solutions to your business goals.

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How to Work Agile with Remote Developers

CSM Magazine

The 2020s marked the beginning of a work from home era, making more than 63% of companies adopt remote practices. Small businesses and enterprises started to hire dedicated remote developers for building and maintaining their digital products. They faced the need for Agile and Scrum adoption and such hurdles as remote management, planning, and communication.

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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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Concentrix Named a Leader in Everest Group’s Trust and Safety Services PEAK Matrix® Assessment for Fifth Consecutive Year

Concentrix

Company recognized for strong market impact, advanced AI support services, and commitment to protecting digital platforms worldwide NEWARK, Calif.

More Trending

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Addressing Genesys PureConnect Migration: Options for VXML Users

SharpenCX

Facing Genesys PureConnect end-of-life? Learn how to migrate VXML applications without disruption. Discover Sharpens cloud-native, VXML-compatible contact center platform for a seamless transition.

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How to Choose the Perfect BPO Services?

CSM Magazine

One of the best ways for companies to keep standing during such a competitive time is making sure they meet the ever-evolving customer expectations. Doing so is not easy. Most of the time, companies have to get partners, like a BPO company. Such partnerships are very important. What is a BPO company? When a company is growing, demands also grow. This makes it hard for in-house teams to meet the growing demands while maintaining quality and adjusting to the ever-changing customer expectations.

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Contact Center Service Level: How is it Calculated?

SQM Group

Let's dive into the nitty-gritty of service level calculations, looking at industry standards and common pitfalls.

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ABA's Annual Picnic: A Time To Connect

A Better Answer

Another wonderful company spring picnic is in the books! This cherished annual tradition brought our team together for a perfect day of relaxation, delicious food, and meaningful connections outside the office.

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State of AI in Sales & Marketing 2025

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.

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8 Best Practices for Successful Software License Management | USU Software

Unymira

This article explains the main drivers for Software Asset Management, and why a software license management program needs to be included in your larger ITAM strategy.

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Navigate Changes in the Automotive Space

Concentrix

The automotive space is changing lanes. Are you keeping up? Learn how you can stay competitive while also prioritizing long-term growth.

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5 Predictions for Augmented Reality in Customer Service in 2020

Unymira

Google Glass may have been ahead of its time, but with Apples rumored release of their own augmented reality (AR) glasses , its time to start taking the topic seriously.

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Cracking the Code: How to Combat Digital Deception across the AML & KYC Landscape

Concentrix

Discover how to combat rising digital deception. Download our whitepaper for insights on money laundering, KYC, and technology solutions.

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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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Listen or Die with AI: The Complete Series

PeopleMetrics

Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. Writing this series has been one of the most energizing projects of my career. Now, Ive collected all of the lessons into one blog. From NPS to VoC, AI has transformed how we look at and act on customer experience.

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Use Amazon Bedrock Intelligent Prompt Routing for cost and latency benefits

AWS Machine Learning

In December, we announced the preview availability for Amazon Bedrock Intelligent Prompt Routing , which provides a single serverless endpoint to efficiently route requests between different foundation models within the same model family. To do this, Amazon Bedrock Intelligent Prompt Routing dynamically predicts the response quality of each model for a request and routes the request to the model it determines is most appropriate based on cost and response quality, as shown in the following figur

Benchmark 108
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Call Center Agent Accents—Do They Really Matter?

CustomerServ

In the world of outsourced English-language call centers, the agent's accent often becomes a focal point of discussion. Yet, there's no industry-wide consensus on what constitutes an "acceptable" accentwhether the agent is onshore, nearshore , or offshore. This lack of uniformity reflects the varying needs of brands, each with unique thresholds for what they consider an acceptable accent in their customer experience (CX) strategy.

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How Infosys improved accessibility for Event Knowledge using Amazon Nova Pro, Amazon Bedrock and Amazon Elemental Media Services

AWS Machine Learning

This post is co-written with Saibal Samaddar, Tanushree Halder, and Lokesh Joshi from Infosys Consulting. Critical insights and expertise are concentrated among thought leaders and experts across the globe. Language barriers often hinder the distribution and comprehension of this knowledge during crucial encounters. Workshops, conferences, and training sessions serve as platforms for collaboration and knowledge sharing, where the attendees can understand the information being conveyed in real-ti

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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

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!

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Google now ranks businesses higher if they’re Open 24 hours: Here’s how to take advantage

AnswerConnect

Discover how being listed as Open 24/7 can improve your visibility in Googles local search results. Learn why it matters - and how AnswerConnect makes it possible. The post Google now ranks businesses higher if they’re Open 24 hours: Here’s how to take advantage appeared first on AnswerConnect Blog.

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Accuracy evaluation framework for Amazon Q Business – Part 2

AWS Machine Learning

In the first post of this series, we introduced a comprehensive evaluation framework for Amazon Q Business , a fully managed Retrieval Augmented Generation (RAG) solution that uses your companys proprietary data without the complexity of managing large language models (LLMs). The first post focused on selecting appropriate use cases, preparing data, and implementing metrics to support a human-in-the-loop evaluation process.

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5 Customer Service Skills that Translate From Online Learning Platforms

CSM Magazine

The online learning market was valued at USD 299+ billion in 2024 and is expected to grow at a 19% CAGR by 2030. The industry allows anyone interested to re-skill, up-skill, or take a career detour without ever leaving their kitchen table. While everyone takes on online learning for the course content, the process itself teaches a surprising range of soft skills that unexpectedly proved useful in customer service.

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Supercharge your LLM performance with Amazon SageMaker Large Model Inference container v15

AWS Machine Learning

Today, were excited to announce the launch of Amazon SageMaker Large Model Inference (LMI) container v15, powered by vLLM 0.8.4 with support for the vLLM V1 engine. This version now supports the latest open-source models, such as Metas Llama 4 models Scout and Maverick, Googles Gemma 3, Alibabas Qwen, Mistral AI, DeepSeek-R, and many more. Amazon SageMaker AI continues to evolve its generative AI inference capabilities to meet the growing demands in performance and model support for foundation m

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Next-Gen Cloud Contact Centers For Dummies®

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.

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Aquant Named to CRM Magazine’s 2025 CRM Top 100 List for Driving Agentic AI Innovation in Service

CSM Magazine

Aquant , the leader in domain-specific AI for servicing complex equipment, has been named to Destination CRM’s 2025 Top 100 CRM Companies list , recognizing the most innovative companies transforming how organizations engage with customers and drive outcomes. This year’s list spotlights pioneers in agentic AI, the underlying intelligence that enables systems to reason, plan, and adapt.

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The Ultimate Guide to Building a Sales Strategy That Ensures Consistent Revenue Growth

Cincom

What Is a Sales Strategy? A sales strategy is your blueprint for consistent and scalable revenue growth. It is not just a list of tactics or a playbook for closing deals. A strong strategy aligns your market focus, sales processes, tools, and team with long-term business outcomes. At its core, a sales strategy answers three questions: Who are we selling to?

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