CCNG

MAY 7, 2025

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.

CCNG 195

CCNG Government Wait times Call Center 195

VirtualPBX

MAY 7, 2025

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.

Scripts 59

Scripts CRM Interactive Voice Response Best practices 59

ShepHyken

APRIL 22, 2025

I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.

Sales 230

Sales Customer Service Customer Experience 230

TechSee

APRIL 30, 2025

In the fast-paced world of service delivery, the most significant threat isn’t always external competition—it’s the silent erosion of internal expertise.​ Tribal knowledge—the unwritten, experience-based insights held by agents, technicians, and service staff—drives efficient resolutions, smooth workflows, and high customer satisfaction.

Construction 124

Construction Contact Center 124

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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.

Contact Center

TeleDirect

APRIL 30, 2025

Why 24/7 Call Center Services Are Essential for E-commerce Growth Introduction The e-commerce landscape is more competitive than ever. In this environment, a 24/7 call center isn’t just a luxury for online businessesit’s a necessity. Customers expect instant responses, personalized service, and seamless purchasing experiencesday or night.

Call Center 108

Call Center Abandon rate First call resolution Upselling 108

ShepHyken

APRIL 29, 2025

So you dont have to These five words are powerful, and whether or not customers realize it, they love them. Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as Ive been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience.

Wait times 208

Wait times Customer Service Customer Experience 208

CCNG

APRIL 30, 2025

Siloed decision-making is driving up costs and damaging the customer experience. When customer service, IT, and marketing operate independently, inefficiencies grow, progress stalls, and customer interactions suffer. While each team plays a role in the customer journey, lack of alignment leads to missed opportunities to strengthen the brand, reduce support volume, and improve service delivery.

Customer Service 195

Customer Service Management CCNG Self service 195

TechSee

MAY 1, 2025

Across Europe, a silent but seismic change is reshaping how service is delivered. From telecom providers to home security firms, leading brands are shifting their approach—from reactive support to visual-first resolution. And at the center of that shift is Visual Agentic AI. Why now? Because customer expectations are climbing, field service costs are rising, and pressure to reduce carbon footprints is growing.

Agent Empowerment 109

Agent Empowerment Wait times Chatbots Enterprise 109

ROI CX Solutions

APRIL 24, 2025

Read time: 11 min. Table of Contents Introduction Call center scripts play a vital role in enhancing agent productivity. Scripts provide structured guidance for handling customer interactions effectively, streamlining communication and reducing training time. Scripts also ensure consistency in brand voice, professionalism, and customer satisfaction.

Scripts 92

Scripts Call Center Upselling Feedback 92

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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.

Cloud contact

AWS Machine Learning

APRIL 24, 2025

Customers today expect to find products quickly and efficiently through intuitive search functionality. A seamless search journey not only enhances the overall user experience, but also directly impacts key business metrics such as conversion rates, average order value, and customer loyalty. According to a McKinsey study , 78% of consumers are more likely to make repeat purchases from companies that provide personalized experiences.

Engineering 103

Engineering APIs Enterprise Accountability 103

ShepHyken

APRIL 27, 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. Valuable Experience by William Grobel (Deloitte) CX is a significant influence on revenue and 87 per cent of business leaders say its their top growth driver.

Customer Service 190

Customer Service Surveys Advertising Customer Experience 190

CCNG

APRIL 23, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. I’ve observed numerous clients struggle with several key issues: Identifying Cost Inefficiencies : Many organizations fail to pinpoint where their staffing models and processes are lacking, w

Management 195

Management Construction Customer retention Healthcare 195

TechSee

APRIL 24, 2025

There’s a painful irony at the heart of smart home innovation. Consumers invest in connected devices (cameras, doorbells, thermostats) to simplify life. But when setup goes sideways due to WiFi issues, that “smart” experience suddenly feels pretty dumb. Frustrated customers pack up the product, initiate a return, and share their disappointment online.

Upselling 124

Upselling Average Handle Time Self service First call resolution 124

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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.

Contact Center

ROI CX Solutions

MAY 1, 2025

Read time: 8 minutes Table of Contents Introduction In todays fast-paced, customer-centric world, businesses are turning to advanced technologies to better understand and serve their customers. One key tool to doing so is sentiment analysis, which allows companies to analyze and interpret customer emotions and opinions across various communication channels.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

Hodusoft

APRIL 21, 2025

Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. It is nothing dramatic but something evolutionary. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster.

Contact center software 98

Contact center software Contact Center Customer Service contact center solutions 98

ShepHyken

APRIL 21, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?

Customer Experience 180

Customer Experience B2C Analytics B2B 180

AWS Machine Learning

APRIL 23, 2025

Retrieval Augmented Generation (RAG) applications have become increasingly popular due to their ability to enhance generative AI tasks with contextually relevant information. Implementing RAG-based applications requires careful attention to security, particularly when handling sensitive data. The protection of personally identifiable information (PII), protected health information (PHI), and confidential business data is crucial because this information flows through RAG systems.

APIs 89

APIs Healthcare Enterprise Accountability 89

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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.

Contact Center

Joe Rawlinson

APRIL 23, 2025

In industrial settings where chemicals, liquids and other hazardous materials are routinely handled, workplace safety isnt just a legal requirementits a business necessity. A single incident involving spills, leaks or mishandling can result in severe injury, environmental harm and costly downtime. Fortunately, many of these risks can be significantly mitigated through simple, proactive measures that any organization can adopt, regardless of size or sector.

Transportation 78

Transportation Morale Personalization Management 78

Callminer

APRIL 30, 2025

AI-powered Real-time agent assist tools streamline workflows, reduce repetitive tasks, and provide live guidance. Read more about to help agents handle interactions more effectively and confidently.

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Connect

APRIL 23, 2025

Artificial intelligence ( AI ) is permeating every sphere of business as companies integrate the technology into operations to drive efficiencies and achieve scale. While implementing technologies like generative AI ( GenAI ) and large language models (LLMs) in the business can create huge opportunities for organisations, they also come with risks as they introduce new attack vectors.

Government 77

Government Telecommunications Consulting Consulting 77

ShepHyken

APRIL 29, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a ‘wow moment’ in customer interactions? How can organizations operationalize positive customer feedback? How can an organization create a workplace culture focused on providing an amazing customer experience? Why is it important for employees to have clear goals and expectations?

Employee engagement 180

Employee engagement Feedback Enterprise Customer Service 180

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Best practices

AWS Machine Learning

APRIL 29, 2025

Cities and local governments are continuously seeking ways to enhance their non-emergency services, recognizing that intelligent, scalable contact center solutions play a crucial role in improving citizen experiences. InterVision Systems, LLC (InterVision), an AWS Premier Tier Services Partner and Amazon Connect Service Delivery Partner, has been at the forefront of this transformation, with their contact center solution designed specifically for city and county services called ConnectIV CX for

Benchmark 101

Benchmark Government contact center solutions Contact Center 101

OctopusTech

APRIL 28, 2025

Competition amongst law firms has become stiffer as new ways of doing things continue to emerge. To remain competitive, your law firm must evolve and adapt its business model. This entails being flexible and nimble in line with the changing needs of your clients. However, your firm may not always have the resources needed to provide services efficiently or compete with bigger firms.

outsourcing 62

outsourcing Technology Customer Support 62

Callminer

APRIL 28, 2025

Implementing AI in a contact center isnt just a tech upgrade its a shift in how service is delivered. Read this blog for tools and best practices for using AI to enhance CX in contact centers.

Best practices 182

Best practices Contact Center 182

ROI CX Solutions

APRIL 29, 2025

Read Time: 6 minutes Table of Contents: Introduction In todays fast-paced digital economy, delivering exceptional customer service is essential. As customer expectations rise and support needs grow more complex, businesses are turning to artificial intelligence to stay competitive and agile. AI isn’t just a futuristic buzzword; its a powerful tool thats already reshaping customer support operations across industries.

Customer Support 64

Customer Support Interactive Voice Response Chatbots Coaching 64

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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.

Contact Center

TeleDirect

APRIL 23, 2025

Why Insurance Companies Need Specialized Call Center Services for Policyholder Support Why Insurance Companies Need Specialized Call Center Services for Policyholder Support stems from the growing demand for responsive, knowledgeable, and personalized interactions. A specialized insurance call center plays a pivotal role in delivering the seamless, high-touch experiences that policyholders expect.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

AWS Machine Learning

APRIL 30, 2025

With the advent of generative AI solutions, a paradigm shift is underway across industries, driven by organizations embracing foundation models (FMs) to unlock unprecedented opportunities. Amazon Bedrock has emerged as the preferred choice for numerous customers seeking to innovate and launch generative AI applications, leading to an exponential surge in demand for model inference capabilities.

Accountability 92

Accountability Banking Engineering Entertainment 92

OctopusTech

APRIL 28, 2025

Call center services are essential in ensuring the needs of customers are met. The customer can call for inquiries and get instant assistance. Although call center services are an integral part of business growth, outsourcing this function can have more benefits than an in-house team. In this article, we discuss the key benefits of outsourcing call center services.

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outsourcing Call Center Bilingual agents Technical Support 62