TeleDirect

JANUARY 20, 2025

The Future of Call Centers: Trends and Predictions for 2025 and Beyond As we navigate through 2025, the future of call centers in the US stands at the forefront of a technological and operational revolution. Omnichannel Communication In 2025, customers demand seamless interactions across multiple communication platforms.

Call Center 118

Call Center Big data call center workforce Technical Support 118

3CLogic

DECEMBER 17, 2024

Let's explore top trends and predictions to help your organization stay ahead of the curve, deliver outstanding CX and/or EX, and maximize ROI in 2025 and beyond. With 71% of customers preferring different channels depending on the context of the request, delivering omnichannel communications in 2025 will be crucial to any success.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

ShepHyken

MARCH 3, 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. What Causes Customer Rage Today?

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

ShepHyken

DECEMBER 29, 2024

My Comment: If the word in 2020 (the year of the pandemic) was empathy, then the year of 2025 is personalization and integrity. Brands that deliver outstanding CX grow faster than their rivals because expectation-exceeding experiences make a lasting impression. Okay, thats two words.

Customer Service 183

Customer Service Self service Customer Experience Personalization 183

Connect

NOVEMBER 24, 2024

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making. of inquiries will be resolved by AI in 2025 and that contact centres without AI will need to invest in 2.3

Engineering 103

Engineering Quality management Cloud contact Interactive Voice Response 103

ShepHyken

DECEMBER 22, 2024

5 Questions Every Business Owner MUST Answer Before 2025 by Brittany Hodak (Brittany Hodak) The New Year is always the best time to work on your business, instead of in your business. Set yourself up for a successful 2025 by answering these questions. Cheers to an incredible year ahead!

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

ShepHyken

DECEMBER 9, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones. So, Ive compiled over 30 customer experience statistics you should know for 2025. Here are my top five picks from last week.

Customer Service 183

Customer Service B2B Sales Self service 183

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025!

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

ShepHyken

DECEMBER 9, 2024

Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report. 53% of bad customer experiences result in a decrease in spending. .”

Feedback 183

Feedback Airlines Best practices Surveys 183

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. Many of these organizations approached the application of AI cautiously in 2024, identifying solutions capable of delivering quantifiable benefits and moving ahead with small implementations or pilots and preparing to roll them out more broadly in 2025. of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for February 2025 Hey everyone! The post Product News February 2025 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Thanks for reading!

Engineering 78

Engineering Surveys Feedback Personalization 78

ShepHyken

DECEMBER 24, 2024

What is your CX prediction in 2025? So, lets get right into it: In five words or less, what does CX mean to you? EVERY interaction your customers experience. Five words are not easy!) Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. So be ready.

Customer Experience 225

Customer Experience Customer Service Sales 225

ShepHyken

NOVEMBER 25, 2024

10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX. I have added my comments about each article and would like to hear what you think too.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization. The post Top 3 Trends Shaping Customer Service in 2025 appeared first on TeleDirect.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Lumoa

FEBRUARY 27, 2025

Lumoa Product News for January 2025 Hey everyone! The post Product News January 2025 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Thanks for reading!

APIs 78

APIs Surveys Feedback Engineering 78

ShepHyken

JANUARY 26, 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.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. – Corey Kotlarz, Founder & President Regulatory Shifts in 2025: Privacy, Telehealth, and Interoperability Healthcare regulations are shifting dramatically.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

ShepHyken

NOVEMBER 18, 2024

2025 Looks Like Another ‘Meh’ Year for CX by John P. CRM Buyer) Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research. My Comment: I hate reading an article that claims customer service/CX is declining.

Customer Service 183

Customer Service CRM Customer Experience 183

ShepHyken

DECEMBER 1, 2024

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. So, I’ve compiled over 30 customer experience statistics you should know for 2025.

Journey mapping 191

Journey mapping Customer Service Customer Experience Marketing 191

Callminer

JANUARY 19, 2025

Read CallMiner's top predictions that will help organizations empower frontline employees and supercharge CX in 2025. 2024 was a banner year for AI adoption across contact center and CX teams.

Technology 182

Technology Customer Experience Contact Center 182

Callminer

NOVEMBER 27, 2024

Read this blog for 2025 call center trends and best practices. The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI.

Best practices 182

Best practices Call Center Technology 182

ShepHyken

OCTOBER 20, 2024

The fourth annual report draws on insights from nearly 24,000 consumers in 23 countries around the world. My Comment: We wrap up this week’s roundup with an excellent article about some important trends in the customer service and CX world.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

Call Design

FEBRUARY 19, 2025

As we look toward 2025, new automation technologies promise to redefine how contact centres operate, ensuring seamless experiences for both customers and agents. Automation is set to transform the landscape of contact centres by 2025, offering enhanced efficiency, improved agent engagement and superior customer experience.

Analytics 78

Analytics Coaching Technology Management 78

Callminer

FEBRUARY 6, 2025

As we step into 2025, AI is not just a tool, but a strategic enabler for tech companies seeking to do more with less. Read this blog to learn how.

182

182

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.

182

182

Momentum Telecom

JANUARY 14, 2025

Big changes are coming to the telecom industry in 2025. So, lets unpack the biggest industry trends we predict will dominate the headlines in 2025. 2025 will go even further as AI takes on a bigger role in the customer experience. And 2025 should be a big year for the wireless technology. trillion in 2024.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

Global Response

JANUARY 8, 2025

minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. How Global Response can help you in 2025 Global Response is a brand-obsessed, customer-focused provider of contact center outsourcing. Read Time: 4.5 Let’s jump in.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

DMG Consulting

DECEMBER 3, 2024

CX 2025: Navigating the Mega Trends December 2024 2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. We wish you and your loved ones a New Year of health, happiness, peace, and success – here’s to a great 2025!

Enterprise 59

Enterprise Consulting Consulting Self service 59

ROI CX Solutions

JANUARY 8, 2025

Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends that are projected to shape the year. Start 2025 off right and take advantage of our resources and insights today!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

DMG Consulting

JANUARY 19, 2025

Welcome to 2025! January 2025 2025 is positioned to be an especially AMAZING year for customer experience (CX), contact centers and service organizations as artificial intelligence (AI)-enabled technologies begin to deliver on their promises. The post Welcome to 2025! appeared first on DMG Consulting.

Contact Center 48

Contact Center Virtual Agent Self service Best practices 48

ShepHyken

JANUARY 14, 2025

May 2025 be your best year ever, with even better years to follow! While I refer to these as New Years resolutions, they are really concepts that should already be in place in your organization. So, resolve to do them. Even if youre already doing many of them, it doesnt hurt to have a reminder. Happy New Year!

Customer Service 174

Customer Service Feedback Personalization Customer Experience 174

AWS Machine Learning

JANUARY 24, 2025

This comprehensive security setup addresses LLM10:2025 Unbound Consumption and LLM02:2025 Sensitive Information Disclosure, making sure that applications remain both resilient and secure. This approach addresses the risk of LLM05:2025 Improper Output Handling. Another critical aspect of security is managing LLM outputs.

APIs 112

APIs Scripts Best practices Management 112

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?!),

B2B 52

B2B Journey mapping Metrics Enterprise 52

CCNG

JANUARY 15, 2025

As we look ahead to 2025, my focus is on helping organizations make this leap. It means risking failure, challenging sacred cows, and embracing the unknown. In a world where change is the only constant, standing still is the riskiest move you can make. The future of CX wont be built on yesterdays tools.

Best practices 195

Best practices Engineering Technology Personalization 195

CSM Magazine

DECEMBER 3, 2024

If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. This is one of the most innovative Zendesk apps for 2025, bridging the gap between automation and human connection. Start exploring these customer support apps today, and make 2025 the year your Zendesk truly shines!

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

Balto

OCTOBER 14, 2024

If you’re running a contact center, here’s a message you need to hear loud and clear: 2025 is going to look very different, and the time to start adopting AI is now. AI Voice Agents: The New Normal By 2025, AI voice agents —those virtual assistants that handle calls with real-time conversational capabilities—are going to be everywhere.

Contact Center 52

Contact Center CRM Accountability Customer Experience 52