CCNG
DECEMBER 11, 2024
With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI. The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. When used stand-alone, it cannot deliver the basic must-have requirements for enterprise use and above all, is not even designed for them.
Global Response
DECEMBER 9, 2024
Read Time: 10 minutes Table of Contents Intro Navigating the holiday season or busy peaks of the year can be stressful for businesses and customers. These busy surges can increase product demand, cause shipping delays, heighten customer frustration, and create employee burnout. If this is the case for your business, dont panic. In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers.
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ROI CX Solutions
DECEMBER 9, 2024
Reading Time: 15 minutes Table of contents Introduction Contact centers are the backbone of customer service and are vital in shaping customer satisfaction and brand loyalty. Yet, according to the sixth edition of the Salesforce State of Service report , only 20% of contact centers effectively forecast demand within their organizations. Managing resources to meet fluctuating demand is a complex challenge, but accurate contact center demand planning is the key to balancing efficiency, cost-effect
CSM Magazine
DECEMBER 12, 2024
Telecom and customer service management companies including ESMT are adopting Jovee AIa fully integrated AI solution to enhance internal processes and increase efficiencies. Jovee is announcing the beta launch of Jovee AI, a fully-featured AI assistant designed to streamline contact center operations by understanding, empathizing, and engaging with customers in real-time across multiple communication channels.
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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.
TCN
DECEMBER 11, 2024
Managing a contact center of any kind is challenging, which is why having a contact center software platform that can keep up with the ebbs and flows of a busy business is crucial. However, when your contact center software platform is specifically designed for your industry, your organization will be more reliable, secure and ready […] The post The Competitive Advantage of Industry-Specific Contact Center Software appeared first on TCN.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
DECEMBER 11, 2024
2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i
AWS Machine Learning
DECEMBER 11, 2024
Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive
Callminer
DECEMBER 12, 2024
Read this blog to learn about the importance of CSAT scores and five proven strategies for improving customer satisfaction in the contact center.
ShepHyken
DECEMBER 9, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is survey fatigue? How can negative feedback act as a valuable tool in preventing customer churn? Why should companies prioritize genuine feedback over high survey scores? What are the best practices for creating effective and concise customer surveys?
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Global Response
DECEMBER 9, 2024
Read Time: 10 minutes Table of Contents Intro Automated customer service is reshaping how businesses handle customer support. By using customer service automation to handle routine tasks like answering FAQs, routing calls, or managing basic inquiries, companies can respond to customers faster, more consistently, and with fewer resources. Below, well dive into what automated customer service is and discuss how it can benefit your business.
AWS Machine Learning
DECEMBER 9, 2024
With access to a wide range of generative AI foundation models (FM) and the ability to build and train their own machine learning (ML) models in Amazon SageMaker , users want a seamless and secure way to experiment with and select the models that deliver the most value for their business. In the initial stages of an ML project, data scientists collaborate closely, sharing experimental results to address business challenges.
CSM Magazine
DECEMBER 10, 2024
The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace. 1.
ShepHyken
DECEMBER 9, 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. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.
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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.
Comm100
DECEMBER 8, 2024
What if every student had a personal assistant, ready to answer questions, offer guidance, and simplify their academic journeyall without ever taking a break? AI chatbots are making this a reality, revolutionizing how students interact with their schools. Gone are the days of waiting in line or navigating complex systems to find help. Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging app
AWS Machine Learning
DECEMBER 12, 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. A large portion of that information is found in text narratives stored in various document formats such as PDFs, Word files, and HTML pages. Some information is also stored in tables (such as price or product specification tables) embedded in those same document types, CSVs, or spreadsheets.
Zappix
DECEMBER 11, 2024
In todays fast-paced digital world, customer service is evolving rapidly to meet rising consumer expectations. Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Businesses not only enhance the customer experience by providing these tools but also realize significant cost savings.
TMP Direct
DECEMBER 10, 2024
Artificial Intelligence (AI) is transforming customer support by enhancing efficiency and satisfaction. As we look ahead, AI’s role in customer interactions will become increasingly vital. This blog explores the key trends shaping the future of AI in customer support, from hyper-personalization to autonomous systems. Todays customers expect tailored, meaningful interactions rather than just quick responses.
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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.
Abby Connect
DECEMBER 9, 2024
Franchise owners juggle many responsibilities, from overseeing daily operations to maintaining brand consistency across locations. One area that can significantly enhance operational efficiency and customer satisfaction is call management. A call answering service for franchises can provide a professional, reliable solution that ensures no customer call goes unanswered.
NobelBiz
DECEMBER 10, 2024
Debt collection has long been frustrating for businesses and customers, characterized by inefficiencies, high costs, and inconsistent experiences. According to recent industry insights, traditional debt recovery methods yield a success rate of less than 20%, highlighting the urgent need for innovation. The challenges of managing human-driven collections in an increasingly digital world are evident, but a robust solution has emerged: AI-powered voicebots.
CSM Magazine
DECEMBER 9, 2024
Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems. James Hughes, Group Head of Solutions at Sabio, explains. But what’s even more concerning is that those who’ve made the leap to cloud solutions aren’t necessarily reaping the promised rewards.
Interaction Metrics
DECEMBER 10, 2024
Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. Employees and customers can express themselves through text and say whats really on their minds in a way thats impossible through structured rating questions. Open-ends are your gold but extracting the gold is challenging, which is why companies look to AI to solve the problem.
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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.
BlueOcean
DECEMBER 10, 2024
Halifax, Nova Scotia – Blue Ocean Contact Centers, a leading provider of high-touch customer care solutions, has been awarded a Bronze Medal from EcoVadis, placing them in the top 35% of companies globally for sustainability performance. This recognition validates Blue Ocean’s commitment to environmental stewardship, ethical business practices, labor and human rights, and sustainable procurement. “At Blue Ocean, we’ve always believed that doing good business means doing b
Vistio
DECEMBER 9, 2024
If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? Its like trying to prepare for a marathon by practicing sprintsyou might be training, but youre not training for what matters. Generic training approaches are a relic of the past. They leave agents underprepared for the complex, nuanced challenges they face every day.
CSM Magazine
DECEMBER 9, 2024
A key element of business success is engaging with customers through digital channels. Online communication, data processing, transactions, and user support require reliable protection and the appropriate infrastructure. Conventional hosting solutions no longer meet the requirements. They need to provide the necessary security and stability. As a result, more and more companies are switching to VPS servers because the difference is quite noticeable.
Hodusoft
DECEMBER 11, 2024
From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? This may sound too extreme to be true but it’s a fact. A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX.
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HelpCrunch
DECEMBER 12, 2024
One might think that talking to a client online is a piece of cake and doesn’t require special behavior or adhering to chat etiquette. Like it’s OK to answer with a simple ‘No’ even if [ ] The post Live Chat Etiquette: Top Tips For Unmatched Customer Service appeared first on The HelpCrunch blog.
Toister Performance Solutions
DECEMBER 12, 2024
Imagine a customer service training program for your team. Most managers I talk to picture a big, annual program. It might be a formal class where everyone gathers for a half-day or a series of self-paced courses that take hours. The all-at-once approach creates a lot of problems. Low retention. Reps never remember all that's covered. Too long. Full or half-day workshops disrupt your operation.
CSM Magazine
DECEMBER 12, 2024
Customer support is a challenging area of work. It requires strong communication abilities, empathy, assertiveness, a thorough understanding of an organization, and resilience. It is an important component of any organization that provides services or products to other people, so its essentially part of every industry, including iGaming. Customer support in iGaming presents several unique challenges that affect how support workers and entire teams approach their work and serve each customer.
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