This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
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
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.
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.
This blog post is co-written with Renuka Kumar and Thomas Matthew from Cisco. Enterprise data by its very nature spans diverse data domains, such as security, finance, product, and HR. Data across these domains is often maintained across disparate data environments (such as Amazon Aurora , Oracle, and Teradata), with each managing hundreds or perhaps thousands of tables to represent and persist business data.
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.
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.
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.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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.
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.
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.
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.
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.
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.
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?
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.
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.
The retail climate for 2025 is a bit uneasy. But AI is helping retailers create more fluid, personalized experiences. Learn how AI is reshaping both the customer and frontline employee experience.
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.
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.
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.
Read Time: 9 minutes Table of Contents Introduction Learn how artificial intelligence for contact centers can power your customer support operations and elevate agent performance in this article. Discover how contact center AI assists agents on live calls, reduces training and handle time, and helps businesses better understand customer behavior. Contact ROI CX Solutions to customize your AI solutions to your business goals.
Archival data in research institutions and national laboratories represents a vast repository of historical knowledge, yet much of it remains inaccessible due to factors like limited metadata and inconsistent labeling. Traditional keyword-based search mechanisms are often insufficient for locating relevant documents efficiently, requiring extensive manual review to extract meaningful insights.
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.
Customer support is one of the areas that is changing quickly with the advancements in artificial intelligence. As AI-powered technologies become more popular, newer ways of handling customers are emerging. AI based customer support has particularly proven to be effective in improving user experience, lowering response times, and increasing efficiency.
How to Choose the Right Call Center for Your Healthcare Practice As the healthcare industry evolves to meet the demands of modern patients, outsourcing customer communication to a healthcare call center has become a practical and strategic move. Whether you’re a small clinic, a specialty provider, or a large healthcare system, choosing the right call center for your healthcare practice can significantly impact patient satisfaction, operational efficiency, and regulatory compliance.
AI Chat-like support for site engineers delivers snappy native language responses based on over ten thousand pages of documentation and 6,000 site visit reports. Instro AI Solutions has announced the deployment of the Instro AI Assistant at AMADA , a global leader in sheet metal machinery, giving the company a chat-based support system combining machine documentation and engineer service records.
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.
AWS Field Experience (AFX) empowers Amazon Web Services (AWS) sales teams with generative AI solutions built on Amazon Bedrock , improving how AWS sellers and customers interact. The AFX team uses AI to automate tasks and provide intelligent insights and recommendations, streamlining workflows for both customer-facing roles and internal support functions.
In todays fast-paced, digital-first consumer market, omnichannel contact centres have become the frontline for customer service. By Greg Jarvis , Head of Customer Success at Connect SA In the quest to deliver exceptional customer service and customer experiences (CX) that meet evolving expectations around digital engagement, operators must leverage digital transformation strategies to maintain a competitive edge.
Analytics Workforce Management Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights Jump ahead Data Is Everywhere. Insight Is Rare. Insights: The Single Source of Truth for Contact Center Performance Purposeful Innovation Across a Fully Unified WEM Suite Sentiment Analysis Gets Smarter: The Shift to GenAI Agent Enablement: The Next Frontier Automation Where It Matters: Auto QM Staying Ahead in the Moment: WFM Notifications The Power of a Connected Suit
The Ultimate Guide to HIPAA-Compliant Call Centers for Medical and Legal Clients The Ultimate Guide to HIPAA-Compliant Call Centers for Medical and Legal Clients explores how call centers can support these highly regulated sectors by safeguarding sensitive information while delivering exceptional customer service. In todays digital-first landscape, privacy and security are not just best practicesthey are legal imperatives, especially for healthcare and legal professionals.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
When did sustainability become something we only associate with recycling bins or solar panels? The truth is, sustainability goes far beyond environmental effortsits about how businesses treat people, manage resources, and operate day to day. A companys approach to customer service and its handling of something as essential as water quality both reflect a deeper commitment to long-term success and responsibility.
After years of planning and building on our previous virtual C3 conferences, the first in-person C3 User Conference was one to remember. TCN clients, partners and other professionals from around the world gathered at the new Black Desert Resort, near Zion National Park, for three days of exploring, adventure and learning. It goes without saying […] The post C3 2025: Recapping TCN’s First In-Person User Conference appeared first on TCN.
Tracking churn risk has long been one of the toughestand most criticalchallenges for CX and Operations leaders. Numerous statistics highlight the importance of reducing customer churn. One in particular never ceases to amaze me as a former contact center manager: A study by Bain & Company shows that increasing customer retention rates by just 5% can increase profits by 25% to 95%.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
195 
Let's personalize your content