ShepHyken
JANUARY 14, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?
CCNG
JANUARY 15, 2025
As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results. But lets be real. In a world thats constantly evolving, best is usually just a nicer way of saying barely keeping up.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
JANUARY 12, 2025
Read this blog to explore some of the top trends impacting financial services CX teams, and how AI can power improvements for 2025 and beyond.
AWS Machine Learning
JANUARY 14, 2025
Large language model (LLM) based AI agents that have been specialized for specific tasks have demonstrated great problem-solving capabilities. By combining the reasoning power of multiple intelligent specialized agents, multi-agent collaboration has emerged as a powerful approach to tackle more intricate, multistep workflows. The concept of multi-agent systems isnt entirely newit has its roots in distributed artificial intelligence research dating back to the 1980s.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
TeleDirect
JANUARY 15, 2025
Empathy in Customer Service: A Key Differentiator for Top Call Centers in the US When evaluating the top call centers in the US , businesses often prioritize efficiency, technology, and scalability. However, one crucial factor that sets the best call centers , including the best inbound call center and best outbound call center , apart is their emphasis on empathy in customer service.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Enghouse Interactive
JANUARY 13, 2025
Discover the top CX tech trends for 2025 with Frost & Sullivan, including hyper-connected contact centers, AI automation, and VoC insights.
PeopleMetrics
JANUARY 13, 2025
Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. There are so many examples of this - Bed Bath & Beyond, Sears, Blockbuster, Kodak, Radio Shack. And the list goes on. Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action.
Concentrix
JANUARY 14, 2025
Learn to turn disruption into competitive advantage with our Insurance Technology Outlook report, with insights from insurance executives worldwide.
TeleDirect
JANUARY 17, 2025
Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Whether you are part of the best inbound call center , best outbound call center , or any leading American call center , your ability to navigate challenging interactions can significantly impact customer satisfaction, retention, and the overall success of the business.
Advertisement
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.
ShepHyken
JANUARY 14, 2025
One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? Great question, and heres my answer: Ask and ye shall receive! There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.
AWS Machine Learning
JANUARY 14, 2025
With the general availability of Amazon Bedrock Agents , you can rapidly develop generative AI applications to run multi-step tasks across a myriad of enterprise systems and data sources. However, some geographies and regulated industries bound by data protection and privacy regulations have sought to combine generative AI services in the cloud with regulated data on premises.
PeopleMetrics
JANUARY 16, 2025
In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.
Momentum Telecom
JANUARY 14, 2025
Big changes are coming to the telecom industry in 2025. Take one look at what happened to the industry in 2024 its not hard to see why. We saw the rapid buildout of 5G and 5G Advanced networks, industry-changing mergers and acquisitions, and significant improvements to AI. While these developments are important on their own, they play a part in something much bigger thats happening in the industry.
Advertisement
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.
TeleDirect
JANUARY 13, 2025
Top Call Centers in the US: Why Choosing the Best Inbound Call Center Matters When searching for the top call centers in the US , businesses aim to find the best call center services that align with their needs, whether it’s for customer support, sales, or technical assistance. Among these, the best inbound call centers stand out for their ability to handle incoming customer inquiries with professionalism and efficiency, ensuring an exceptional customer experience.
A Better Answer
JANUARY 13, 2025
Ensuring every customer call is answered promptly and professionally can be a game-changer for small to medium-sized businesses. Enter the virtual receptionist service: a modern solution that combines technology and remote human touch to manage calls and customer interactions efficiently. This article dives into the nuts and bolts of virtual receptionist services, highlighting their pivotal role in enhancing customer service and retention.
CSM Magazine
JANUARY 15, 2025
Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact. There is a direct link between customer satisfaction and high FCR rates.
PeopleMetrics
JANUARY 14, 2025
In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.
Advertisement
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.
SQM Group
JANUARY 13, 2025
Explore how SQM's Post-Call CSat Prediction QA Model works and how it is a game changer for QA in call centers.
TeleDirect
JANUARY 13, 2025
Inbound vs Outbound Calls: What Is the Difference? When researching inbound vs outbound calls or seeking the top call centers in the US , understanding the fundamental differences between inbound and outbound calls is crucial. These two call center operations serve distinct purposes, each designed to address specific business needs. Whether you’re aiming to improve customer service, boost sales, or enhance brand reputation, knowing the role of each can help you choose the right American ca
AWS Machine Learning
JANUARY 15, 2025
This post introduces HCLTechs AutoWise Companion, a transformative generative AI solution designed to enhance customers vehicle purchasing journey. By tailoring recommendations based on individuals preferences, the solution guides customers toward the best vehicle model for them. Simultaneously, it empowers vehicle manufacturers (original equipment manufacturers (OEMs)) by using real customer feedback to drive strategic decisions, boosting sales and company profits.
CSM Magazine
JANUARY 15, 2025
Building strong customer relationships hinges on one key skill: empathy. Understanding a customers emotions and concerns can transform an average interaction into a memorable experience. But how do you effectively train for something as complex as empathy? This is where AI-powered tools step in, offering innovative ways to sharpen these skills. AI role-play creates realistic customer scenarios, helping you practice emotional intelligence in dynamic environments.
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!
PeopleMetrics
JANUARY 10, 2025
When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?
ChurnZero
JANUARY 10, 2025
2025 still sounds like some far off, distant year in the future to me, with flying cars, robot maids, and all sorts of other sci-fi phenomena. But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), and you may catch a self-driving car or two roaming your city, its not exactly the Jetsons reality of my minds eye ( yet ).
TCN
JANUARY 15, 2025
Customer service is the lifeblood of any good business, and knowing how to serve your customers in the best way possible can make the difference between a good experience and a bad one. Competition between contact center businesses is increasing, and so is the need to stand out when it comes to customer satisfaction. Seeing […] The post Why Are Customer Service Analytics Important?
Vistio
JANUARY 13, 2025
Effective agent training is more than just a checkbox on a to-do listits a critical investment in long-term success. Yet, many organizations still rely on outdated methods that fail to fully prepare their agents for the demands of real-world interactions. This oversight doesnt just affect agents; it reverberates across the entire customer experience.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
CSM Magazine
JANUARY 15, 2025
Its frustrating, right? The radio silence from customers who had the most potential for a long-term partnership. Customers dont always say whats wrong. They drop out quietly, and those silent reactions are often louder than we realize. The worst part is: once they walk away, theres often no getting them back. According to PwC , 59% of customers will switch to a competitor after several negative support experiences.
Help Scout
JANUARY 14, 2025
Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.
Calabrio
JANUARY 17, 2025
Analytics Promoting career growth in contact centers: Unlocking potential and building futures Share Contact centers have evolved from being viewed as monotonous jobs to becoming vibrant environments filled with opportunities for career growth and meaningful work. Today, as businesses increasingly recognize the strategic importance of customer experience, contact centers play a critical role in shaping brand perceptions, fostering loyalty, and driving business success.
Expert insights. Personalized for you.
342 
Let's personalize your content