ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them.

Surveys 187

Surveys Feedback Customer Service Customer Experience 187

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting.

Customer Experience 109

Customer Experience Virtual Agent CRM Enterprise 109

AWS Machine Learning

DECEMBER 3, 2024

Digital experience interruptions can harm customer satisfaction and business performance across industries. Application failures, slow load times, and service unavailability can lead to user frustration, decreased engagement, and revenue loss. The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches.

Customer Experience 105

Customer Experience Engineering Enterprise Benchmark 105

OctopusTech

DECEMBER 3, 2024

If your business does well locally in specific areas but wants to bring it to the next level, you must go digital. Nowadays, logistics, food delivery, and taxi booking industries are all going online to expand their user base using technology. Going digital allows your business to reach a broader audience, streamline operations, and stay competitive in a tech-driven market.

Feedback 62

Feedback Marketing Scripts Accountability 62

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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.

Contact Center

AWS Machine Learning

DECEMBER 3, 2024

Amazon Q Business is a generative AI-powered assistant that can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in your enterprise systems. Although generative AI is fueling transformative innovations, enterprises may still experience sharply divided data silos when it comes to enterprise knowledge, in particular between unstructured content (such as PDFs, Word documents, and HTML pages), and structured data (real-time data and rep

Accountability 89

Accountability Enterprise APIs Engineering 89

Injixo

DECEMBER 3, 2024

The global workforce landscape has evolved dramatically over the last four years. The COVID-19 pandemic, which reshaped how organizations operate, accelerated the transition to remote work. This shift has now become a defining characteristic of modern employment. From 2020 to 2023, the percentage of workers worldwide working remotely most or all of the time surged from 13% to 28%.

Management 52

Management Customer Service 52

CSM Magazine

DECEMBER 3, 2024

No matter what sort of business you’re in, Artificial Intelligence (AI) is most probably already assisting you with marketing your products and services. For example, sites like Facebook and Google use AI for product placement and more. However, as AI developers continue to produce tools for a variety of business tasks, you may not be aware of some of the newest tools produced with marketers in mind.

Marketing 52

Marketing Chatbots Analytics Advertising 52

Working Solutions

DECEMBER 3, 2024

Welcome, CX Innovators! Is your customer service ready for the future? As we look ahead to 2025, the customer experience landscape is shifting faster than ever. But don’t worry; we’re unpacking ways to reshape how your business connects with customers.

Customer Service 52

Customer Service Customer Experience outsourcing Contact Center 52

CSM Magazine

DECEMBER 3, 2024

Unlock the full potential of your affiliate marketing efforts with the Pocket Option affiliate panel. This powerful tool lets you track your performance, optimize your campaigns, and make data-driven decisions that boost your earnings. With the support of the Pocket Option affiliate program, you can refine your strategies and increase your revenue. How to Get Started with Pocket Option Affiliate Registration The Pocket Option Affiliate Program is an easy and lucrative way to start earning money

Advertising 52

Advertising Banking Analytics Metrics 52

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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.

Analytics

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources. This article will discuss why forecasting is vital these days.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

CSM Magazine

DECEMBER 3, 2024

Wordwatch , an industry expert in compliance archiving and records management solutions, has today announced that Verint , The CX Automation Company, has joined its partnership programme. Verint has joined the Wordwatch Partner Programme , enabling Verint to expand its financial compliance capabilities to interactions from legacy recording systems.

Management 52

Management Analytics Engineering Sales 52

MiaRec

DECEMBER 3, 2024

Did you know that only 21% of sales calls result in a win, and up to 60% of sales interactions end in indecision? While these facts might be surprising, they also show that there is a lot of room for improvement when it comes to sales performance. This is where AI Insights come in.

Sales 52

Sales 52

CSM Magazine

DECEMBER 3, 2024

Why do players make the choices they do when gaming or betting? A variety of psychological factors heavily influence player behaviour. From the thrill of risk-taking to social influences and cognitive biases, these factors play a key role in shaping the gaming experience. In this article, we’ll explore the primary psychological drivers behind player behaviour and how understanding them can lead to more mindful, enjoyable gaming.

Personalization 52

Personalization Management 52

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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.

Contact Center

AnswerConnect

DECEMBER 3, 2024

Using empathy statements in customer service is a powerful way to address concerns and strengthen relationships. Check out these free templates The post 35 empathy statements for customer service (+ free template) appeared first on AnswerConnect Blog.

Customer Service 52

Customer Service 52

CSM Magazine

DECEMBER 3, 2024

In recent years, the global landscape of gambling has shifted dramatically. What was once confined to shady back rooms or limited to a few legal hubs has become a widespread and legitimate industry. Many nations and states are embracing legalized gambling as a way to boost economies and provide entertainment. Yet, this rise has sparked heated debates.

Entertainment 52

Entertainment Morale Finance Government 52

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. AI, particularly generative AI (GenAI), dominated business and IT discussions as excitement about these technologies’ potential contributions captured the attention of enterprises, employees, and consumers alike.

Enterprise 48

Enterprise Consulting Consulting Self service 48

CSM Magazine

DECEMBER 3, 2024

In today’s fast-paced world, delivering exceptional customer service requires more than just a great team. The right tools can transform how your support operates, making it faster, smarter, and more efficient for businesses using Zendesk. The platform’s rich ecosystem of integrations offers endless opportunities to optimize workflows and delight customers.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Concentrix

DECEMBER 3, 2024

Daunted by the task of keeping up with ESG standards? Check out our tips on achieving sustainability goals throughout the value chain.

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CSM Magazine

DECEMBER 3, 2024

You heard it here first: mobile optimization is essential to the success of any digital marketing strategy. With more people than ever browsing, shopping, and engaging with content on handheld devices, businesses must prioritize creating websites and content that captures and retains this audience. A mobile-friendly experience not only enhances user satisfaction but also boosts search engine rankings and conversions.

Marketing 52

Marketing Engineering 52

AWS Machine Learning

DECEMBER 3, 2024

This post was written with Zach Marston and Serg Masis from Syngenta. Syngenta and AWS collaborated to develop Cropwise AI , an innovative solution powered by Amazon Bedrock Agents , to accelerate their sales reps’ ability to place Syngenta seed products with growers across North America. Cropwise AI harnesses the power of generative AI using AWS to enhance Syngenta’s seed selection tools and streamline the decision-making process for farmers and sales representatives.

Sales 101

Sales APIs Engineering Analytics 101

CSM Magazine

DECEMBER 3, 2024

In a world that’s more interconnected than ever, customer service has transformed. It’s no longer about merely resolving issues; it’s about building relationships across borders, languages, and cultures. This is where cultural intelligence (CQ) steps in—a vital competency that allows businesses to connect authentically with a global audience. Without CQ, even the best intentions can lead to misunderstandings, customer dissatisfaction, or even brand damage.

Customer Service 52

Customer Service Education Technology Metrics 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

AWS Machine Learning

DECEMBER 3, 2024

Today, Amazon SageMaker is excited to announce updates to the inference optimization toolkit , providing new functionality and enhancements to help you optimize generative AI models even faster. These updates build on the capabilities introduced in the original launch of the inference optimization toolkit (to learn more, see Achieve up to ~2x higher throughput while reducing costs by ~50% for generative AI inference on Amazon SageMaker with the new inference optimization toolkit – Part 1 ).

Telecommunications 101

Telecommunications Engineering Enterprise Management 101

CSM Magazine

DECEMBER 3, 2024

The field of artificial intelligence (AI) has quickly emerged as a driver of progress, in various sectors and industries today. While businesses can leverage AI to automate customer service tasks, optimize their operations and make predictions it’s important to note that AI solutions are not universally applicable.To truly benefit from AIs value driven companies must adopt approaches that align with their specific needs and objectives.

Consulting 52

Consulting Consulting Healthcare Technology 52

CSM Magazine

DECEMBER 3, 2024

Vitalik Buterin, the co-founder of Ethereum and a prominent figure in the blockchain industry, posted something new on his blog – Making Ethereum Alignment Legible – sketching a vision for integrating various developments to prevent fragmentation within the community. He wants projects that run on or are compatible with Ethereum to follow the network’s core values, that is, neutrality, censorship resistance, openness, data ownership, and near-unbreakable security.

Government 52

Government Engineering Technology Personalization 52