ShepHyken
MARCH 30, 2025
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. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said.
Toister Performance Solutions
MARCH 29, 2025
This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.
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CCNG
MARCH 26, 2025
Weve all been there. As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. You hear its nice to have, and maybe even a nod or two from other departments, but not the concrete backing that turns a function into a strategic force.
AWS Machine Learning
MARCH 27, 2025
Amazon Bedrock cross-Region inference capability that provides organizations with flexibility to access foundation models (FMs) across AWS Regions while maintaining optimal performance and availability. However, some enterprises implement strict Regional access controls through service control policies (SCPs) or AWS Control Tower to adhere to compliance requirements, inadvertently blocking cross-Region inference functionality in Amazon Bedrock.
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3CLogic
MARCH 27, 2025
Whether citizens are applying for permits, accessing healthcare services, or resolving tax inquiries, expectations have shifted. Todays public demands fast, seamless, and intuitive experiences reminiscent of those offered by leading consumer brands. Yet, government agencies still face challenges such as outdated technology, siloed systems, data privacy concerns, and a shrinking workforce.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
APRIL 1, 2025
Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. When we hear it, we hope its true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our com
AWS Machine Learning
MARCH 27, 2025
In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. Generative AI solutions can play an invaluable role during the model development phase by simplifying training and test data creation for multiclass classification supervised learning use cases.
Callminer
MARCH 30, 2025
Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.
PeopleMetrics
MARCH 27, 2025
Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
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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.
CSM Magazine
MARCH 26, 2025
Innovation in the Java ecosystem relies on modern syntax, advanced frameworks, and strong security habits. Professionals who refine these abilities continuously can build stable, high-performance applications. Businesses also gain measurable advantages by securing such specialists, leading to efficient deliveries and sustainable progress in a fast-moving technological era.
ShepHyken
MARCH 31, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience? What common mistakes do businesses make in providing effortless customer experiences?
AWS Machine Learning
MARCH 26, 2025
In the competitive world of game development, staying ahead of technological advancements is crucial. Generative AI has emerged as a game changer, offering unprecedented opportunities for game designers to push boundaries and create immersive virtual worlds. At the forefront of this revolution is Stability AIs cutting-edge text-to-image AI model, Stable Diffusion 3.5 Large (SD3.5 Large), which is transforming the way we approach game environment creation.
TeleDirect
MARCH 26, 2025
Why Customer Care Matters for Medical and Insurance Clients Why Customer Care Matters for Medical and Insurance Clients is a crucial topic in todays customer-centric world. Medical and insurance clients expect not just high-quality services but also seamless and compassionate support. In an industry where trust and reliability are paramount, providing excellent customer care can be the difference between retaining a client or losing them to a competitor.
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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.
Calabrio
MARCH 31, 2025
Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI. Since ChatGPT captured the worlds attention at the end of 2022, its been off to the races, with a host of new models, solutions, and use cases entering the fold.
CSM Magazine
MARCH 28, 2025
If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Understanding What Great Customer Service Means Before exploring actionable strategies, its essential to understand what great customer service looks like. Its not just about smiling at your customers or apologizing when something goes wrong.
PeopleMetrics
APRIL 1, 2025
Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! Now here we are, years laterand guess what? It still works. It may be more important than ever. This lesson hasnt fundamentally changed, even with all the advances in AI and automation.
Interaction Metrics
MARCH 27, 2025
What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Think about your favorite coffee shop. Maybe they offer you a punch card where you earn a free coffee after ten purchases. Thats customer retention at workusing incentives and positive experiences to keep you coming back.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
TeleDirect
MARCH 26, 2025
24/7 Patient Support: A Game-Changer for Medical Practices 24/7 Patient Support : A Game-Changer for Medical Practices is essential in todays healthcare environment where patient expectations are higher than ever. Modern patients demand round-the-clock access to healthcare professionals and support services, and medical practices that fail to meet these demands risk losing patients to competitors who offer better accessibility and service.
Calabrio
MARCH 26, 2025
Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.
Zappix
MARCH 28, 2025
Artificial intelligence (AI) has transitioned from a conceptual idea to a central component in healthcare strategy. A recent article that I was reading from Becker’s Hospital Review highlights several key trends that 66 healthcare leaders are prioritizing in 2025. [link] These trends reflect AIs growing role in optimizing clinical workflows, improving patient navigation, and streamlining operational efficiencies.
CSM Magazine
MARCH 28, 2025
Despite the important contributions they make, many customer service managers experience a nagging, internal doubt known as imposter syndrome. Its the feeling that you’re not as capable as others perceive you to be, and that its only a matter of time before you’re exposed as an imposter. If this sounds familiar, you’re not alone. Studies suggest that as much as 70% of the workforce has experienced imposter syndrome at some point in their career.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Avoxi
APRIL 1, 2025
10 Best CCaaS Providers for Enterprises and Contact Centers (2025) For enterprise contact centers, customer communication isn't just about speedit's about consistency, clarity, and global reliability. Whether a customer calls from across the city or across the world, your ability to deliver a clear, smooth interaction directly impacts customer satisfaction, loyalty, and revenue.
Balto
MARCH 28, 2025
You dont build a world-class contact center by accident. You train your agents, refine your playbooks, and invest in technology to optimize customer interactions. But theres a quiet bottleneck thats holding your team back, and its not in the front office. Its buried in the workflows most leaders overlook: The back office. The back office doesnt create great customer interactions.
Calabrio
MARCH 31, 2025
Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. While that eye-popping sum might be new to you, youre probably familiar with the fact that disengaged teams dont make for great results within the contact center.
Momentum Telecom
MARCH 28, 2025
The days of waiting in line for the fax machine are long gone. In many cases, its been replaced by instant messaging, emails, cloud sharing, and other communication channels. However, faxing remains a vital method for secure and compliant communication for industries like healthcare, finance, and government. Finding a reputable provider that can deliver a seamless, integrated faxing experience is important today.
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CSM Magazine
MARCH 27, 2025
If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. These inefficiencies dont just hurt your teams productivity; they negatively impact the customer experience , increasing complaints and lowering retention rates. The good news? Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.
VirtualPBX
MARCH 26, 2025
If your business number is connected to a landline or a VoIP service without texting capability, the unfortunate reality is that nothing happens. This can lead to missed opportunities and lost business. However, with a business texting service like VirtualText, you can ensure that every customer message is received and responded to promptly. When you text from your business phone number, you unlock new ways to engage with customers and prospects, improving communication and customer satisfaction
Vistio
MARCH 26, 2025
Have you ever studied something, only to forget it just days later? If youve ever had this experience, youre not alone. The reality is that our brains are wired to forget, and unless we actively reinforce what we learn, it fades away. Fortunately, science has shown that practice is the key to making knowledge stick explaining why we forget, how we can combat it, and how to truly learn.
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