### Spectrum's Onsite Interview Event

Spectrum is **holding an onsite interview event** to hire **customer service representatives** at its **Amherst Mobile Call Center** next week. 

**Event Details:**  
- **Date:** Wednesday, Oct. 2  
- **Time:** 3-6 p.m.  
- **Location:** Spectrum Amherst Mobile Call Center, 3920 Main Street (corner of Eggert Road and Main Street, near UB South)

During this event, applicants will have the opportunity to **speak directly with team leaders**. 

**Prepare for Success:**  
- Applicants are encouraged to **complete the online application and assessment** before arriving.

To learn more and/or apply, [**click here**](https://jobs.spectrum.com/search-jobs?acm=ALL&alrpm=6252001-5128638-5116642-5107133,6252001-5128638-5116642-5107129&ascf=[{%22key%22:%22custom_fields.JobCode%22,%22value%22:%22COP143%22}]&ss=paid&utm_source=local-media&utm_medium=press-release&utm_campaign=customer-operations).

The event will take place on Oct. 2 from 3-6 p.m.

Join Spectrum's Exciting Onsite Interview Event for Customer Service Roles!

Today, **AI technology** is not just a buzzword; it’s a game-changer in the fields of **sales and customer service**. Let's explore the transformative impact of AI on these sectors:

## How AI is changing sales and customer service

### 1. Faster responses to sales and customer service emails
**Automation** is becoming central to operations. Teams can deploy AI to detect unanswered emails, ensuring quicker responses, which translates to **more sales** and **happier customers**.

### 2. Researching prospects and customers
AI simplifies and accelerates the research process. Sales teams can utilize tools like **ChatGPT** to craft personalized outreach messages, significantly enhancing response rates and closing deals.

### 3. Writing and editing emails or messages
While relying entirely on AI isn't advisable due to issues like **AI hallucinations**, it can assist in overcoming writer’s block. Sales reps can draft emails quickly and refine them for a more professional tone, saving valuable time.

### 4. Forecasting
AI tools integrated into **CRM systems** can analyze sales pipelines, identify customer behavior patterns, and predict lead conversions. This allows teams to focus on high-potential customers, improving conversion rates.

### 5. Boosting autonomy and morale
AI empowers customer service reps by providing real-time suggestions and support, leading to quicker resolutions and increased confidence. This autonomy enhances **employee morale** and efficiency.

## Incorporate AI tools into your business
As a decision-maker, embracing AI's potential is crucial for success in sales and customer service. It’s time to **adapt your strategies** and integrate these powerful tools into your operations.

**About the Author**  
*Jayson DeMers is the founder and CEO of EmailAnalytics, an email visualization tool that helps improve email response times. He also leads OutreachBloom, a B2B email outreach agency, and has contributed to major publications like Forbes and Inc.*

Sales and customer service teams are usually in a good position to be early adopters of ​new tech. Here are ways AI is changing sales and customer service.

Revolutionizing Customer Service: How AI is Transforming Sales Teams

Personalization in contact centers **boosts customer satisfaction**, loyalty, and revenue by delivering tailored experiences that meet individual needs and preferences.

### The Gist
- **Enhanced customer satisfaction.** Personalization makes customers feel valued and understood, leading to higher satisfaction and loyalty.
- **Increased revenue growth.** Tailored interactions can boost sales, with businesses seeing up to a **15% increase** in revenue.
- **Operational efficiency boost.** AI tools streamline processes, improving productivity and customer experience.

Personalization is pivotal for delivering exceptional customer service, particularly in contact centers. Businesses are amplifying their focus on personalization as a key strategy to enhance customer experience and boost brand loyalty. Customers expect brands to understand their individual needs, necessitating a shift beyond surface-level personalization to truly tailored experiences.

### Benefits of Personalization in Contact Centers
#### Customers Feel Valued
Personalization strengthens relationships by making customers feel valued. When agents acknowledge customers by name or recall past interactions, they create a sense of attentiveness that leads to higher satisfaction. Research from **McKinsey** indicates that **71% of consumers** expect businesses to recognize them as individuals. Delivering personalized interactions fosters deeper emotional connections with the brand.

This emotional connection leads to increased customer engagement and loyalty. **78% of consumers** report being more inclined to repurchase from brands offering personalized communications. This loyalty enables companies to learn from interactions and further personalize future experiences, creating a virtuous cycle of engagement.

#### Boosts Bottom Line
Revenue growth is another significant benefit of personalization. **McKinsey** found that businesses see a **10-15% increase** in their bottom line due to effective personalization strategies. By leveraging customer data for product recommendations and targeted promotions, contact centers can significantly enhance sales outcomes and customer experiences.

#### Efficiency Boosts, Operational Cost Decreases
Personalization can improve efficiency and reduce operational costs. **AI-powered tools** like predictive analytics automate repetitive tasks, allowing agents to focus on complex customer interactions. This leads to faster customer care solutions and improved satisfaction.

### Best Practices for Delivering Personalized Customer Experiences
Implementing personalization effectively requires:
- **Advanced technology and human expertise.** Leverage customer data to create personalized profiles.
- **Omnichannel experience.** Integrate customer data from various channels for seamless personalization.
- **Customer segmentation.** Tailor marketing strategies based on shared behaviors or preferences to maximize value.
- **Agent training.** Equip agents with soft skills like empathy and active listening to build rapport and trust.

### Transforming Customer Service with Personalization
Personalization in contact centers is a strategic imperative for improving customer satisfaction and driving revenue. By investing in agent training and leveraging advanced technologies, businesses can excel at providing the personalized experiences that today’s customers expect.

Personalization in contact centers boosts customer satisfaction, loyalty and revenue by delivering tailored experiences that meet needs and preferences.


Unlocking the Power of Personalization: How Contact Centers Enhance Customer Experience

### The Gist
- **Customer-first architecture:** A customer-centric design ensures your DX stack supports meaningful, personalized interactions at every touchpoint.
- **Modularity is key:** A composable and microservices-based stack provides the agility needed to adapt quickly to market changes and customer demands.
- **Future-proof with AI and ML:** Integrating AI and machine learning enhances personalization, predictive analytics, and automation.

As we approach **2025**, the **digital experience (DX)** environment is evolving faster than ever, causing businesses to rethink and rebuild their technological foundations. Architecting a future-ready DX stack isn't just about adopting the latest technologies — it's about creating an agile, scalable infrastructure that can adapt to emerging trends and shifting customer expectations.

### Introduction to the 2025 Digital Landscape
**Customer-centricity** in business drives both innovation and adaptation. Jim Compton, director of change management at **Lionbridge**, emphasizes that customer-centrism employs the most important technology of all: practiced empathy. In today’s landscape, consumers demand **hyper-personalized interactions** across all digital channels, pushing businesses to rethink their foundational infrastructures.

### Core Components of a Future-Ready DX Stack
Creating a future-ready DX stack involves understanding the **customer journey** and identifying key touchpoints. Sumeet Gupta from **FTI Consulting** suggests businesses should architect their product and service experiences around these insights to build a competitive advantage.

### DX Stacks and Cloud Computing Readiness
A **cloud-native infrastructure** is essential for scalability and flexibility. Common cloud deployment models include:
- **Public Clouds** (AWS, Azure, GCP): Cost-effective and scalable.
- **Private Clouds**: Dedicated environments providing enhanced security.
- **Hybrid Clouds**: A combination of public and private elements.

### Microservices, APIs, and Composability
Adopting a **microservices architecture** allows for independent development and deployment of services. An **API-first design** ensures modularity and effective communication between services, promoting integration across various platforms.

### Artificial Intelligence Integrations Into the DX Stack
Integrating **AI and ML** enhances capabilities such as personalization and predictive analytics, improving customer engagement. Businesses must adapt their infrastructure to support these advanced technologies for a competitive edge.

### Strategies for Architecting the 2025 DX Stack
1. **Evaluate Current Infrastructure:** Identify strengths and weaknesses to prioritize improvements.
2. **Align Objectives with Business Goals:** Define clear objectives to guide decision-making.
3. **Design a Customer-Centric DX Stack:** Map out the customer journey to enhance user experience.
4. **Incorporate UX/UI Best Practices:** Focus on accessibility and personalization.
5. **Invest in Talent and Skill Development:** Provide training to keep pace with emerging technologies.

### Overcoming Challenges in DX Stack Modernization
Managing legacy components and integration challenges are significant obstacles in modernization. Businesses should phase out outdated systems gradually and ensure smooth integration between new and existing technologies.

### Tackling User Adoption Issues in the DX Stack
User adoption is critical for the success of any digital transformation. Companies must ensure that new tools are easy to use and integrate into existing workflows to maximize their investments.

Architecting a future-ready DX stack isn't just about adopting the latest technologies.

Unlocking the Future: How to Build a Customer-Centric Digital Experience Stack by 2025

### Los Alamos County Declares Customer Service Week

Los Alamos County has officially designated **October 7-11** as **'Customer Service Week'**. During a special ceremony, the County’s Customer Care representatives accepted the **Proclamation** that honors the importance of exceptional customer service in the community.

![Customer Service Week Proclamation](https://i0.wp.com/losalamosreporter.com/wp-content/uploads/2024/09/20240924CustomerSvcWeek.jpg?resize=723%2C542&ssl=1)

Pictured at the ceremony are:
- **Felice Romero**
- **Monica Rivera**
- **Charmaine Nahohai**
- **Joann Gentry**
- **Councilor Keith Lepsch**
- **Karen Kendall**
- **Tracey Alarid**
- **Paula Nelson**

This week-long event aims to highlight the dedication and hard work of customer service representatives in Los Alamos County, recognizing their vital role in maintaining community satisfaction and support.

Los Alamos County's Customer Care representatives accept the Proclamation designating October 7-11 as 'Customer Service Week' in Los Alamos County.  Pictured are, left to right, In Felice Romero, Monica Rivera, Charmaine Nahohai, Joann Gentry, Councilor Keith Lepsch, Karen Kendall, Tracey Alarid and Paula Nelson. Photo by Julie Williams-Hill/LAC

Los Alamos County Celebrates Customer Service Week: A Look at the Proclamation Ceremony

### A New Era for Brian Brewer Trucking

Based in **DeGraff, Ohio**, Brian Brewer Trucking started 2023 with just **7 trucks**. Fast forward to now, the company has expanded to **15 trucks**, driven by the growth of their **longtime customers**. Brewer, who began his trucking career in **2000**, emphasizes the importance of treating drivers as individuals, not just numbers.

![Brian Brewer with BBT truck](https://img.overdriveonline.com/files/base/randallreilly/all/image/2024/09/1x1/Brian_Brewer.66f4166b58e03.png?auto=format%2Ccompress&fit=max&q=70&w=400)

### Daily Operations and Customer Reliability

The drivers at Brewer Trucking return home daily, operating a variety of vehicles including **daycab tractors** and specialized trailers. The company has built a **strong partnership** with **Franklin Iron and Metal**, increasing their fleet size in response to growing demands. 

### Growth Through Close Partnerships

Brewer's relationship with Franklin Iron began in **2017**, and since then, he has expanded his fleet significantly. Currently, BBT operates **10 trucks**, with plans for more as demand increases. Brewer has been proactive in searching for a **larger facility** to accommodate this growth.

![Fleet trucks in yard](https://img.overdriveonline.com/files/base/randallreilly/all/image/2024/09/fleet_trucks_in_yard.66d5fd6136ba2.png?auto=format%2Ccompress&fit=max&q=70&w=400)

### Service is Key

Brewer's approach centers on **customer service**. He is known for his **problem-solving** abilities and positive attitude. His commitment to service ensures that his customers feel valued, which in turn drives business growth.

### Compensation and Employee Appreciation

BBT offers competitive pay, with top drivers earning about **$80K** annually. Brewer provides **performance-based compensation** and is committed to providing his drivers with the tools and resources they need to succeed, including health insurance support.

![Brewer's truck purchasing strategy](https://img.overdriveonline.com/files/base/randallreilly/all/image/2024/09/Yard_2.66d5fdd41c666.png?auto=format%2Ccompress&fit=max&q=70&w=400)

### Future Outlook

Despite the challenges of the trucking industry, Brewer remains optimistic about the future of BBT. His family-run business model fosters a supportive work environment, ensuring that both employees and customers are valued. As Brewer puts it, they are still a **mom-and-pop trucking company** at heart, focused on sustainable growth and reliability.

![NASTC logo](https://img.overdriveonline.com/files/base/randallreilly/all/image/2024/09/NASTC_logo.66f41a520abe2.png?auto=format%2Ccompress&fit=max&q=70&w=400)

This year, BBT is a **semi-finalist** for the **Overdrive Small Fleet Champ award**, showcasing their commitment to excellence in the trucking industry.

The DeGraff, Ohio-headquartered 15-truck Brian Brewer Trucking sat at just 7 rigs to start 2023. Now, with longtime customers expanding, Brewer's grown with them.

Join Spectrum's Exciting Onsite Interview Event for Customer Service Roles!

Summary:

Spectrum's Onsite Interview Event

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Other Latest News

Revolutionizing Customer Service: How AI is Transforming Sales Teams

Unlocking the Power of Personalization: How Contact Centers Enhance Customer Experience

Unlocking the Future: How to Build a Customer-Centric Digital Experience Stack by 2025

Los Alamos County Celebrates Customer Service Week: A Look at the Proclamation Ceremony

How Brian Brewer Trucking Transformed from 7 to 15 Trucks in Record Time!

Other Latest News

Revolutionizing Customer Service: How AI is Transforming Sales Teams

Unlocking the Power of Personalization: How Contact Centers Enhance Customer Experience

Unlocking the Future: How to Build a Customer-Centric Digital Experience Stack by 2025

Los Alamos County Celebrates Customer Service Week: A Look at the Proclamation Ceremony

How Brian Brewer Trucking Transformed from 7 to 15 Trucks in Record Time!