CCNG

DECEMBER 4, 2024

Effective QA practices can boost agent confidence, enhance customer loyalty, and drive significant revenue growth. Read the fourth article in this series to discover how better QA can transform your contact center into a powerful revenue-generating engine. Unlocking Hidden Revenue: Transforming Contact Centers into Profit Powerhouses In the competitive landscape of modern business, every missed sales opportunity can translate into lost revenue.

Contact Center 195

Contact Center CCNG Upselling Revenue potential 195

Callminer

DECEMBER 1, 2024

Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare contact centers can drive better patient experiences.

Contact Center 226

Contact Center Healthcare 226

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 124

Customer Experience Virtual Agent CRM Enterprise 124

Zappix

DECEMBER 4, 2024

The holiday season is a time of joy and togetherness—but for businesses, it’s also the busiest time of the year. With skyrocketing sales, increased customer inquiries, and heightened expectations, ensuring smooth customer service becomes a critical challenge. Enter automation and self-service solutions, the ultimate tools to keep the holiday season merry for customers and manageable for businesses.

Self service 52

Self service Customer Service Chatbots Sales 52

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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

Abby Connect

DECEMBER 4, 2024

Running a successful business means juggling multiple responsibilities—from managing inventory or developing products to marketing and high-quality service delivery. But despite your many commitments, one of the most crucial elements of business success often comes down to how you handle customer interactions.

Marketing 52

Marketing Management 52

AWS Machine Learning

DECEMBER 4, 2024

Organizations of every size and across every industry are looking to use generative AI to fundamentally transform the business landscape with reimagined customer experiences, increased employee productivity, new levels of creativity, and optimized business processes. A recent study by Telecom Advisory Services , a globally recognized research and consulting firm that specializes in economic impact studies, shows that cloud-enabled AI will add more than $1 trillion to global GDP from 2024 to 2030

Engineering 122

Engineering Enterprise SaaS Management 122

Upstream Works

DECEMBER 5, 2024

Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 More Questions to Consider appeared first on upstreamworks.com.

Contact Center 89

Contact Center 89

BlueOcean

DECEMBER 2, 2024

This blog post has consistently ranked as one of our most popular year after year. The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

ShepHyken

DECEMBER 2, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is creating a frictionless customer experience important, and how can businesses achieve it? Why is understanding consumer behavior crucial for improving customer experience?

Customer Experience 212

Customer Experience Education Best practices Accountability 212

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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

AWS Machine Learning

DECEMBER 4, 2024

When using generative AI, achieving high performance with low latency models that are cost-efficient is often a challenge, because these goals can clash with each other. With the newly launched Amazon Bedrock Model Distillation feature, you can use smaller, faster, and cost-efficient models that deliver use-case specific accuracy that is comparable to the largest and most capable models in Amazon Bedrock for those specific use cases.

APIs 105

APIs Metrics Healthcare Chatbots 105

Outsource Consultants

DECEMBER 4, 2024

In the fourth episode of The Bald + The Beard , hosts Tom Luther and Andrew Griffiths delve into the complex dynamics between CX leaders and CFOs. This episode tackles the myths surrounding CFOs as blockers to CX progress and explores how alignment and communication can turn them into allies for CX success. Key Takeaways Understand the CFOs Perspective: CFOs often get labeled as the Chief Foe Officer for CX initiatives, but this episode reveals their decisions are typically driven by strategic a

Finance 67

Finance Technology outsourcing Customer Service 67

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

ShepHyken

DECEMBER 1, 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 business’s most crucial operations in 2024, customer service would probably be among the most important ones.

Journey mapping 203

Journey mapping Customer Service Customer Experience Marketing 203

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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

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 86

Customer Experience Engineering Enterprise Benchmark 86

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

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

24-7 InTouch

DECEMBER 2, 2024

AI-driven voice technologies are expanding possibilities and broadening practical applications across many different industries. CX services across the world are being optimized by these tools, making repetitive tasks for agents more efficient and interactions with customers more engaging. These AI-voice innovations are transforming the customer journey into a highly responsive and immersive experience for users.

Technology 52

Technology First call resolution Customer Service Wait times 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

AWS Machine Learning

DECEMBER 4, 2024

Today, we’re excited to announce a new capability that allows you to deploy over 100 open-weight and proprietary models from Amazon SageMaker JumpStart and register them with Amazon Bedrock , allowing you to seamlessly access them through the powerful Amazon Bedrock APIs. You can now use Amazon Bedrock features such as Amazon Bedrock Knowledge Bases and Amazon Bedrock Guardrails with models deployed through SageMaker JumpStart.

APIs 78

APIs Engineering Management Customer centricity 78

SQM Group

DECEMBER 4, 2024

Explore practical strategies to help you fine-tune your triage process.

Call Center 62

Call Center 62

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values. What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality.

Customer Service 52

Customer Service Morale Education Enterprise 52

Global Response

DECEMBER 4, 2024

Read Time: 12 minutes Table of Contents Intro Imagine having a brilliant assistant who can tell you anything you want to know and solve problems simultaneously. Eventually, this assistant starts picking up patterns to tailor a response whenever you ask a question. But what if this assistant wasnt an actual person but a powerful AI system? It sounds almost too good to be true, right?

Customer Service 62

Customer Service Chatbots Best practices Wait times 62

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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 5, 2024

As generative AI continues to drive innovation across industries and our daily lives, the need for responsible AI has become increasingly important. At AWS, we believe the long-term success of AI depends on the ability to inspire trust among users, customers, and society. This belief is at the heart of our long-standing commitment to building and using AI responsibly.

Metrics 93

Metrics Government Best practices Engineering 93

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. And thats understandable. Its a new endeavor, and there arent currently many resources that explain how to begin implementing effective digital CS programs. However, the outcomes of having these programs in place are exciting, which is why many organizations want to start diving into digital CS.

Journey mapping 52

Journey mapping Education Surveys Technology 52

CSM Magazine

DECEMBER 4, 2024

The eSports and gaming industries are rapidly expanding, with millions of players engaging daily across platforms. For many gamers, skins have become a core aspect of showcasing individuality, representing status, and enhancing the gaming experience. However, ensuring an exceptional customer service experience for those purchasing or trading gaming skins can be a significant challenge for providers.

Customer Service 52

Customer Service Wait times Chatbots Self service 52

Concentrix

DECEMBER 3, 2024

Insights from Fintech Live London 2024: Experts, including Concentrixs Gerald Pullen, discuss AI applications and strategies for scalable growth.

Banking 62

Banking 62

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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.

Customer Experience

AWS Machine Learning

DECEMBER 4, 2024

Scaling machine learning (ML) workflows from initial prototypes to large-scale production deployment can be daunting task, but the integration of Amazon SageMaker Studio and Amazon SageMaker HyperPod offers a streamlined solution to this challenge. As teams progress from proof of concept to production-ready models, they often struggle with efficiently managing growing infrastructure and storage needs.

Scripts 85

Scripts Engineering Management Metrics 85

Vistio

DECEMBER 5, 2024

Traditional contact center training often focuses on preparing agents for their first day on the job, but what about day 101—or day 1,001? Even the most comprehensive onboarding programs can’t account for the full range of challenges agents will face throughout their careers. Customer needs evolve, processes change, and every agent encounters situations that push their limits.

At home agents 52

At home agents Contact Center Best practices Feedback 52

CSM Magazine

DECEMBER 5, 2024

The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction and streamlined operations. Optus, in collaboration with NICE, is rolling out a contact center of the future experience across more bank locations after successful implementation in two national hubs.

Banking 52

Banking Interactive Voice Response Customer Experience Wait times 52