ShepHyken

DECEMBER 31, 2024

While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Anything less than a consistent experience erodes confidence and trust in the company or brand. Whats your favorite metric to measure customer success?

Customer Experience 231

Customer Experience Coaching Metrics Customer Support 231

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Balto

JANUARY 6, 2025

Heres the good news: in 2025, we have a wide array of capable & best call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. The post Top 5 Best Call Center Quality Assurance Software for 2025 appeared first on Balto.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. How successful have these efforts been?

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

CSM Magazine

JANUARY 31, 2025

Modern Workforce Engagement Management solutions, powered by AI and analytics, enable organisations to move beyond basic scheduling to deliver personalised coaching experiences. Sabio Says In the coming months, organisations must resist the temptation to chase technology for technology’s sake.

Customer Experience 52

Customer Experience Coaching Analytics Technology 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Here are our favorite four CX analysis options to help drive impact in 2025.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Translate insights into more effective agent coaching and training.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? To drive long-term customer success in your business, follow these 9 VoC best practices in 2025: 1. Book a free demo today to learn more.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Balto

MARCH 17, 2025

Agent coaching becomes more targeted as prescriptive systems identify skills gaps and learning opportunities. Instead of just gathering insights, Balto acts on them in real time helping agents close more deals, supervisors coach smarter, and compliance teams stay ahead of risk. Analytics alone wont transform your contact center.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Balto

MARCH 28, 2025

Coaching, QA, and compliance reimagined When we talk about the back office, were talking about the tasks that are essential but time-consuming. The prep work for coaching, the call scoring, the compliance work. When you automate the back-office grunt work, you: Free supervisors to actually coach. Speed isnt a luxury in 2025.

Coaching 52

Coaching Contact Center Feedback Sales 52

Calabrio

MARCH 31, 2025

Calabrios State of the Contact Center 2025 report found, 98% of contact center leaders say theyre already using AI in some capacity. In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. Automated quality management (AQM) came in fourth place as an IT investment priority in 2025, selected by 28.0%

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Interaction Metrics

MARCH 20, 2025

In this guide, well walk you through our favorite customer experience platforms that deliver on these promises in 2025 so you can boost loyalty, and build trust. Without further ado, here are our top picks for Customer Experience Management Software in 2025. What Is CX Software? Lets discuss which CX platform is best for your company.

Enterprise 62

Enterprise Surveys Analytics Feedback 62

Outsource Consultants

FEBRUARY 14, 2025

Here are six game-changing ideas for AI-driven CX that Id definitely be testing in 2025: 1. AI Whisper Coaching: Real-Time Agent Assistance Agents dont need AI to replace them. The Best Place to Start with AI in 2025? Customers dont want robotic service. Agents dont want to be micromanaged. AI can help fix both. Its not a pitch.

Upselling 67

Upselling Scripts Interactive Voice Response Banking 67

Amplifai Coaching Category

MARCH 8, 2025

Compare the 11 best call center quality assurance software platforms in 2025. See side-by-side feature comparisons, best fit, use cases, pitfalls of specialized QA, and find the right QA software for your contact center.

Call Center 52

Call Center Contact Center 52

Balto

JANUARY 30, 2025

In 2025, finding the right software is mission-critical for staying competitive. Best Call Center Software Solutions: List for 2025 To bring you the best contact center software solutions providers for 2025, we tested top tools based on key factors like features, price, user-friendliness, integrations, support, and scalability.

call center software 52

call center software Call Center Multichannel Coaching 52

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Amplifai Coaching Category

DECEMBER 12, 2024

Featuring the latest trends, challenges, ROI, and business case for Gen AI adoption in 2025. 60+ Generative AI Statistics.

52

52

Comm100

DECEMBER 16, 2024

How to Automate Customer Service in 2025 Automating customer service in 2025 requires businesses to fully embrace advanced AI technologies and integrate them into existing departments and workflows. Heres our full guide on how you can take your customer service automation strategy to the next level in 2025: 1.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. This blog post has consistently ranked as one of our most popular year after year. Once again, this is the same in any industry that revolves around the customer experience.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Balto

JANUARY 2, 2025

A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk. Tools like Balto provide real-time coaching to ensure agents respond with empathy, accuracy, and efficiency. What to Do Instead: Training shouldnt stop after week one.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

3CLogic

JULY 23, 2024

3 In the same research, healthcare leaders confirm that AI and machine learning are two technologies that are most likely to be implemented by 2025 to effectively deliver on digital initiatives. Gartner explains organizations should “align technology investments to specific goals and objectives in the enterprise strategy.”

Healthcare 105

Healthcare Call Center Self service Contact Center 105

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? How to upskill your agents with frequent coaching and better metrics. The contact center roadmap shows a leap to automating more processes and interactions by 2025. Coach often and use tangible data to support your conversations. .

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Balto

JANUARY 17, 2025

Adopting skill-based agent scheduling also means that youll need to fine-tune your coaching and training strategies. The post Contact Center Workforce Management: 2025 Guide appeared first on Balto. Ready to optimize your workforce and elevate your contact centers performance?

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems. By 2025, 52% of contact center leaders want to debunk that perception.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

Integrity Solutions

NOVEMBER 19, 2018

According to an Ernst & Young study , millennials will comprise 75% of the global workforce by 2025. To us, having a coach is more important than having a manager. How well-equipped are your managers to meet this growing demand for coaching? Give me a purpose, a coach, and develop my skills.”.

Coaching 75

Coaching Sales Feedback Surveys 75

Playvox

OCTOBER 6, 2021

Gen X (born between 1965 and 1980) 29% of 2025 workforce As the generation that learned to do things manually before being introduced to computers at school, Gen X bridges the gap between the traditional and the digital. Millennials (born between 1981 and 1996) 44% of 2025 workforce Millennials welcome and embrace new technology.

Contact Center 75

Contact Center Management Surveys Coaching 75

NobelBiz

MARCH 11, 2025

from 2025 to 2030.- AI-Powered Coaching for Human Agents: AI could provide real-time suggestions to human agents during live calls, improving response quality. billion in 2024 and is projected to grow at a CAGR of 23.8% Grandviewresearch Insight #1: AI is NOT about replacing humansits about removing inefficiencies.

Call Center 52

Call Center Chatbots Complaint resolution Consulting 52

Integrity Solutions

JULY 31, 2024

Coach for Sales Success Employee surveys continue to demonstrate the outsize impact managers have on employee retention , and we see this again and again in the sales profession: Salespeople at all levels want to work for leaders who are committed to their development and helping them grow in their careers. What about your managers?

Sales 68

Sales Coaching Morale Surveys 68

SharpenCX

JUNE 23, 2020

Download Now: Unleash your agents’ strengths and talents with 7 methods to get real about coaching. and they will comprise 75% of the global workforce by 2025. And, how do you ensure the necessary coaching and training is available for your multi-generational team? 2: Emphasize Coaching and Training to Help Employees Grow.

Management 76

Management Call Center Coaching Contact Center 76

SharpenCX

FEBRUARY 19, 2020

That’s why by 2025, contact center leaders (like you) have their heart set on getting a 360-degree view of their customers. This holistic view of your data shows you where agents struggle to provide good service, so you can improve coaching and training to fix it. Ask us about Sharpen Insights.

Call Center 76

Call Center Contact Center First call resolution Contact center software 76

SharpenCX

NOVEMBER 21, 2019

But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality. But by 2025, 52% of contact center leaders plan to have completely unified contact center systems. By 2025, 52% of contact center leaders want to debunk that perception.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

Spearline

JULY 13, 2021

In addition, data from such analytics provides managers with more critical and accessible information, allowing them to coach their teams better and implement superior strategies to improve the customer experience. By 2025, there will be 75 billion connected devices in the world. Migration to the cloud. In Q1 of 2021, 4.66

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98

JustCall

JUNE 11, 2024

Meta is finally drawing the curtain on Workplace, the Facebook-based office communication platform, effective September 1, 2025. Switch from Meta Workplace to JustCall Workspace for better team collaboration. For those wondering what to use next, say hello to JustCall Workspace, a team collaboration hub.

SaaS 59

SaaS Coaching Employee engagement Personalization 59

Outsource Consultants

FEBRUARY 12, 2025

Navigating Philippines Workforce Challenges “According to Gartner, 85% of customer interactions will be handled without human intervention by 2025, highlighting the need for AI integration in call centers.” Invest in professional voice and accent coaches to help agents sound more natural to Western ears.

Call Center 67

Call Center Management Gamification outsourcing 67

Outsource Consultants

JANUARY 9, 2025

Personalized Coaching and Real-Time Feedback One-size-fits-all approaches to agent development no longer suffice. Implement a system for personalized coaching based on individual agent performance metrics. Gartner predicts that by 2025, 85% of customer service interactions will start with self-service.

Contact Center 67

Contact Center Gamification outsourcing Self service 67