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Would you rather be a king 500 years ago or a middle-class person today? Your answer says a lot about how you understand human satisfaction. If you think satisfaction is about objective conditionsclean water, antibiotics, Google in your pocketyoull probably choose modern middle class. If you think its all relative that satisfaction lives in the gap between what you expected and what you gotyou might lean king.
In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? What role does employee engagement play in enhancing the customer experience? How can schools empower students to achieve their future goals, both academically and in sports?
Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?
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.
Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl
Contacting a utility companys customer service is no ones idea of a fun way to spend an afternoon. Yet, some aspects of the customer experience are particularly frustrating for utility customerslong wait times, confusing payment processes, and poor communication are among the most common complaints. Dissatisfied customers can cost your business more than just goodwill.
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Contacting a utility companys customer service is no ones idea of a fun way to spend an afternoon. Yet, some aspects of the customer experience are particularly frustrating for utility customerslong wait times, confusing payment processes, and poor communication are among the most common complaints. Dissatisfied customers can cost your business more than just goodwill.
Im going to start this article with a theme Ive preached for years: When it comes to customer service and experience, our customers no longer compare us just to our competitors. Their mental benchmark, whether they know it or not, comes from the best experience they have had from any company or brand. Its companies like Amazon, Apple, Costco, Chick-fil-A, and others that excel in providing an experience that gets customers to come back, that become our customers standard for service.
When customers call your business, theyre giving you something valuable: their time. Whether theyre looking for answers, support, or guidance, how you handle that moment shapes their entire experience. Thats where a warm transfer comes inand why weve pulled together real-world warm transfer script examples to help you do it right. In the sections ahead, well break down what a warm transfer really means, why it matters, and how to make every handoff feel smooth, helpful, and human.
Most businesses this year are realizing that, in competitive markets, customer service practices directly affect brand loyalty and revenue. As such, every startup must make it a policy to win over and retain customers. The good news is that small business can grow their customer service if they prioritize personalization, become proactive in the support offered, and leverage Artificial Intelligence.
How Outsourced Call Centers Help Small Businesses Scale Quickly Introduction For small businesses looking to grow, partnering with an outsourced call center can be a game-changing strategy for scaling customer service operations.Limited staff, budget constraints, and inconsistent customer engagement often stand in the way. Thats where outsourced call centers come inproviding a cost-effective, professional, and scalable solution that allows small businesses to compete with larger players.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Read Time: 7 minutes Table of Contents Defining intelligent virtual agents Key features of intelligent virtual agents How do intelligent virtual assistants work? How ROI CX Solutions Improves Efficiency with AI Tech Benefits of leveraging intelligent virtual agents Future trends in intelligent virtual agent technology Conclusion Introduction With customer expectations changing and developing all the time, many businesses struggle to cost-effectively scale their customer support solutions or prov
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. Here’s Why Trader Joe’s Doesn’t Need A Loyalty Program… And You Might Not, Either. by Brittany Hodak (Brittany Hodak) A recent article in Customer Experience Dive noted that 90% of grocery shoppers now switch between online and in-store, and most re
When you think of content moderation, you might picture it as a behind-the-scenes operation hidden teams working together to swiftly remove inappropriate videos or offensive comments, quietly maintaining order online. But content moderation is much more than just digital housekeeping. It actively shapes your brands identity, values, and reputation even if you dont realise it.
The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem
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.
HIPAA and PCI Compliance in Call Centers: What You Must Know Introduction In today’s data-driven world, HIPAA and PCI compliance in call centers is more critical than ever as they handle vast amounts of sensitive informationfrom medical records to credit card numbers. For businesses in healthcare, finance, insurance, and e-commerce, maintaining compliance with HIPAA (Health Insurance Portability and Accountability Act) and PCI DSS (Payment Card Industry Data Security Standard) isnt optiona
The modern financial landscape is defined by an unprecedented surge in data volume, velocity, and variety, demanding immediate insights for survival. High-frequency trading algorithms require millisecond-level responses, while real-time risk models and instant fraud alerts are crucial for mitigating losses and ensuring compliance. Traditional centralized cloud infrastructures often struggle with the inherent latency and bandwidth limitations required for such instantaneous processing, alongside
As Marks and Spencer continue to suffer through one of the worst cases of cyber disruption in recent memory, all eyes are on their response and whether the fallout from the attack will continue to hit their bottom line in the long term. We wanted to see just how much of an effect a cyber-incident of this scale can have on an organisation, even one as established and reputable as M&S and whether a brands reputation can actually help them to better survive an attack of this kind.
Why Real Estate Needs AI-Powered Call Centers? Effective communication. Unwavering trust. Strong interpersonal relationships. These have always been the foundation for the real estate industry. And always will be. However, thanks to technological innovation, the sector is undergoing rapid transformation. Clients expect faster responses, personalized service, and seamless experiences across every interaction.
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.
Google Forms is a reliable tool for creating surveys and collecting data, and it is valued for its simplicity and seamless integration with other Google services. Its a popular choice among individuals and businesses for quick and easy form creation. However, users often seek alternatives offering advanced customization, better design, and richer functionality to create more engaging and tailored forms for their audience.
Your agents are already in Microsoft Teams to collaborate. But when they have to leave that environment just to help customers, it creates friction. Theyre forced to juggle siloed tools, one for calls, another for chat, and yet another for email. It slows them down, increases errors, and wears them out. The result? Slower response times, missed insights, and frustrated customers.
Are your customers confident that their sensitive information is secure? Recently, data breaches and privacy concerns have been constant threats and have weakened customer trust. For contact centers, this translates to a need for strong data security and privacy measures. As highlighted by IBM, a major technology company, Data compliance is the act of adhering […] The post Building Trust with Customers Through Data Security and Privacy appeared first on TCN.
Artificial intelligence (AI) speech translation promises to break down language barriers, but its effectiveness and reliability are still up for debate. While these systems leverage advanced machine learning and speech recognition technologies, they can struggle with nuances, context, and cultural differences, leading to errors and misunderstandings.
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.
In todays fast-paced business environment, organizations are constantly pressured to innovate, reduce costs, and improve operational efficiency. Business Transformation Outsourcing (BTO) has emerged as a powerful strategy for companies looking to achieve these goals while maintaining a competitive edge. BTO Solutions goes beyond traditional outsourcing by focusing on strategic transformation, enabling businesses to enhance performance, adopt new technologies, and respond more effectively to mark
Many companies rush to adopt AI, particularly Generative AI, but can falter due to poor data prep and challenges with integration. As Inbenta CEO Melissa Solis explains, clean, accurate data is essential, as is any solutions ability to integrate with a companys existing systems. By focusing on specific goals and working with adaptable AI providers like Inbenta, companies can overcome many of these issues to effectively implement AI solutions and improve how their business operates.
At FluentStream, weve always believed that delivering an amazing customer experience is just as important as providing innovative technology. Thats why were beyond proud to announce that FluentStream has received two major awards recognizing our dedication to customer service: Silver. Read More The post FluentStream Wins Two Awards Recognizing Excellence in Customer Service appeared first on FluentStream.
Explore 7 real-world AI disasters that cost companies trust, reputation, and revenue. From rogue bots to legal backlash, these stories prove why real human connection still matters - especially in customer service. Discover why AnswerConnect says: Real people, not bots. The post 7 AI disasters that prove humans are irreplaceable in customer service appeared first on AnswerConnect Blog.
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.
Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and perhaps surprisingly this is significantly higher amongst those with a hybrid working arrangement.
In a world where customer expectations are evolving faster than ever, businesses are under increasing pressure to deliver not just service, but exceptional experiences. Enter Artificial Intelligence (AI), a transformative force that is rapidly reshaping how organizations approach customer engagement.
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