Mon.Nov 11, 2024

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Top 5 Customer Service & CX Articles for Week of November 11, 2024

ShepHyken

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. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

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Discover insights with the Amazon Q Business Microsoft Teams connector

AWS Machine Learning

Microsoft Teams is an enterprise collaboration tool that allows you to build a unified workspace for real-time collaboration and communication, meetings, and file and application sharing. You can exchange and store valuable organizational knowledge within Microsoft Teams. Microsoft Teams data is often siloed across different teams, channels, and chats, making it difficult to get a unified view of organizational knowledge.

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Exploring the Intersection of Branding and Customer Experience with Joanne Chan

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience? Why is it essential for brands to infuse emotion into their visual identity systems?

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Robust Intelligence, Now Part of Cisco, Recognized as a 2024 Gartner® Cool Vendor™ for AI Security

Cisco - Contact Center

Cisco is excited that Robust Intelligence, a recently acquired AI security startup, is mentioned in the 2024 Gartner Cool Vendors for AI Security report.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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4 CX Tech Trends for 2025 that Contact Center Leaders Just Can’t Ignore

Enghouse Interactive

Discover the top CX tech trends for 2025 with Frost & Sullivan, including hyper-connected contact centers, AI automation, and VoC insights.

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Achieving Transactional Process Improvement for a Multinational IT Corporation: A Case Study

BlueOcean

When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month. The Client A Multinational IT & Networking Technology Corporation This company has been our client for more than 10 years.

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How to Use Data Analytics to Improve E-Commerce Conversion Rates

OctopusTech

Did you know that, on average, only 2-3% of visitors to e-commerce sites make a purchase? In the current business environment, it’s vital to grasp how customers engage with your website. Using data analytics allows you to identify trends and opportunities that enhance conversion rates, converting more visitors into paying customers. This strategy not only facilitates short-term and immediate improvement but also lays the foundation for significant growth in your brand.

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How to Improve Surveys: Amas Tenumah Interviews Martha Brooke

Interaction Metrics

Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. The audit ensures your questions are sufficiently powered to achieve robust insights—and without a doubt, you need smart insights to steer your company!

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Navigating CX Challenges in Retail: Lessons on Personalization and Seamless Support

Interactions

In a recent conversation with Emerj Research , I had the opportunity to dive deep into the evolving challenges of customer experience (CX) alongside Chloe Rice, the Director of Global Customer Experience at Shutterstock. We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Next-Gen CX: AI’s impact on customer experience

Connect

In the 30 years that we’ve been in business, we’ve seen a rapidly evolving future in the realm of customer experience. The tech surge has been adopted by organisations, allowing a shift from reactive to proactive strategies. In South Africa, we’ve seen a steady digital migration that leverages off cutting-edge AI systems to anticipate and fulfill customer needs.

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Enhancing Customer Service Operations with the Right Tools

CSM Magazine

In today’s fast-paced business environment, customer service professionals are at the heart of fostering positive relationships between companies and their clients. Whether it’s resolving complaints or building customer loyalty, having the right tools is essential for success. But how do customer service managers choose the best tools for their teams?

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How automation drives contact centre efficiency in South Africa

Connect

The past couple of years have seen great changes in operational business systems, largely attributed to digital migration, the technology surge, and factors relating to the post-pandemic. Increasing investment opportunities made possible by advancements in technology continue to contribute to uplifting the economy of South Africa. The advent of automation tools for contact centres in South Africa has significantly reshaped the landscape of customer service operations, and the country is no excep

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Student Pathways into Customer Service Management: Skills, Tips, and Career Insights

CSM Magazine

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. In this comprehensive article, we’ll explore the essential skills, educational paths, and job opportunities that can help students succeed in this dynamic field.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Why are in-person customer meetings so effective for retention?

ChurnZero

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. This year, 82% of customer success leaders say they’re investing in in-person customer meetings.

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Review of Available Bonus Offers, Codes and Promotions at Richard Casino

CSM Magazine

Welcome to our comprehensive review of the bonuses, codes, and promotions available at Richard Casino. For each new user richard casino codes for the first replenishment. As online gambling continues to grow, it’s essential to understand what each platform has to offer. This article explores the various promotions at Richard Casino, giving you all the information you need to maximize your gaming experience.

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Gartner IT Symposium/Xpo 2024: Highlights & Key Takeaways

Unymira

The impact of generative AI is fundamentally reshaping the IT landscape. Against the backdrop of profound changes and a transformative shift brought about by AI, this year’s Gartner IT Symposium/Xpo™ 2024 featured engaging discussions. Over 8,000 participants from the global IT community gathered in Barcelona for four days. The focus was on the strategic and technological trends that will shape the role of CIOs in the coming years.

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Case Study: AI-Driven Strategies to Cut Seasonal Ramp Time

24-7 InTouch

Retail and e-commerce brands face major challenges during peak seasons like holidays, when demand surges require rapid workforce scaling. Lengthy hiring and training lead to inefficiencies, higher costs, and strained resources, impacting both customer experience and profitability. To solve this, many companies are adopting AI solutions to streamline operations , boost agent efficiency, and improve resolution times and customer satisfaction.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Why are in-person customer meetings so effective for retention?

ChurnZero

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. This year, 82% of customer success leaders say they’re investing in in-person customer meetings.

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Celebrating the 2024 Customer Hero Award Winners at Cisco Live Melbourne

Cisco - Contact Center

Head of CX Marketing, James Turrell, celebrates the 2024 CX Customer Hero Award winners at Cisco Live Melbourne. Come congratulate the winners!

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Fine-tune Meta Llama 3.2 text generation models for generative AI inference using Amazon SageMaker JumpStart

AWS Machine Learning

Generative AI models have seen tremendous growth, offering cutting-edge solutions for text generation, summarization, code generation, and question answering. Despite their versatility, these models often struggle when applied to niche or domain-specific tasks because their pre-training is typically based on large, generalized datasets. To address these gaps and maximize their utility in specialized scenarios, fine-tuning with domain-specific data is essential to boost accuracy and relevance.