ShepHyken
APRIL 8, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? Why is emotional connection important in business? What lessons can businesses learn from the hospitality industry?
CCNG
APRIL 3, 2025
As we navigate 2025, the customer experience (CX) landscape is undergoing a significant transformation. Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint. This shift is driven by advancements in AI, automation, and data analytics, which are reshaping how businesses engage with their customers (McKinsey).
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ShepHyken
APRIL 1, 2025
Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. When we hear it, we hope its true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our com
AWS Machine Learning
APRIL 3, 2025
Inspecting wind turbines, power lines, 5G towers, and pipelines is a tough job. Its often dangerous, time-consuming, and prone to human error. Thats why we at Amazon Web Services (AWS) are working on AI Workforcea system that uses drones and AI to make these inspections safer, faster, and more accurate. This post is the first in a three-part series exploring AI Workforce, the AWS AI-powered drone inspection system.
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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.
Callminer
APRIL 7, 2025
CallMiner's, Bruce McMahon, shares key product updates from Q1 2025. CallMiner AI Assist advancements, CallMiner Outreach, Bulk Export API enhancements and more made for a busy quarter of innovation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
APRIL 3, 2025
Belize’s BPO industry is rapidly emerging as a promising destination for call center operations. At Outsource Consultants, we’ve observed a growing interest in this Caribbean nation’s outsourcing potential. With its English-speaking workforce, strategic location, and favorable business environment, Belize call centers offer unique advantages for companies seeking to expand their customer service capabilities.
AWS Machine Learning
APRIL 3, 2025
Every year, AWS Sales personnel draft in-depth, forward looking strategy documents for established AWS customers. These documents help the AWS Sales team to align with our customer growth strategy and to collaborate with the entire sales team on long-term growth ideas for AWS customers. These documents are internally called account plans (APs). In 2024, this activity took an account manager (AM) up to 40 hours per customer.
CSM Magazine
APRIL 8, 2025
When it comes to crafting modern, dynamic web applications, few tools have gained as much popularity and trust as React.js. React.js is a hit with developers; its component-based structure is both fast and adaptable. This has led to widespread adoption. Ruby on Rails is king for backend development, but React.js is still a powerful force on the front-end.
TeleDirect
APRIL 3, 2025
5 Reasons TeleDirects Inbound Call Solutions Outshine the Competition When it comes to inbound call solutions , not all providers are created equal. TeleDirects Inbound Call Solutions stand out as the top choice for businesses looking to deliver exceptional customer service and boost operational efficiency. With a proven track record and a commitment to innovation, TeleDirect continues to set the industry standard for inbound call center services.
Advertiser: ZoomInfo
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.
BlueOcean
APRIL 7, 2025
Youve got your game face on. Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.
Interactions
APRIL 2, 2025
For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation.
PeopleMetrics
APRIL 3, 2025
This lesson has stood the test of time: if your people already live in a systemlike Salesforce, HubSpot, or Dynamicsmeet them there. Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. The twist? CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. The principle hasnt changed: make it easy, and theyll use it.
Avoxi
APRIL 1, 2025
10 Best CCaaS Providers for Enterprises and Contact Centers (2025) For enterprise contact centers, customer communication isn't just about speedit's about consistency, clarity, and global reliability. Whether a customer calls from across the city or across the world, your ability to deliver a clear, smooth interaction directly impacts customer satisfaction, loyalty, and revenue.
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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.
CSM Magazine
APRIL 7, 2025
Sometimes in life, we all need a helping hand. That can be anything from learning to drive, to getting some emotional support and even some extra backup when playing at online casinos. The latter is an area where customer support agents come into play, and they should be able to cover a wide range of issues. Modern online casinos have nuanced features, including a wide range of bonuses and payment options.
24-7 InTouch
APRIL 8, 2025
The integration of AI into everyday business operations has reached a turning point. In 2024, AI models became smarter and more efficient; in 2025, the focus shifts from intelligence to action. AI agents are no longer just responsive toolsthey are autonomous systems capable of executing complex workflows, making strategic decisions, and seamlessly integrating into business operations to enhance productivity and efficiency across industries, reshaping the way businesses operate and setting new st
TMP Direct
APRIL 2, 2025
Todays consumers are more informed, tech-savvy, and impatient than ever. They expect instant responses, seamless service, and a personalized experience at every touchpoint. Businesses that fail to adapt risk losing customers to competitors who have mastered the art of customer experience (CX) in 2025. Smarter Customers, Smarter Businesses The landscape of CX is evolving rapidly.
PeopleMetrics
APRIL 1, 2025
Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! Now here we are, years laterand guess what? It still works. It may be more important than ever. This lesson hasnt fundamentally changed, even with all the advances in AI and automation.
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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.
Maru Group
APRIL 3, 2025
If theres one thing you can predict at the moment, its just how unpredictable the world seems to be. In light of some of the most turbulent economic conditions weve seen for some time, not to mention global uncertainty surrounding changes to tariffs coming from the United States, the prevailing opinion seems to be that no-one knows what tomorrow will bring.
CSM Magazine
APRIL 3, 2025
The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.
Calabrio
APRIL 8, 2025
Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? Top Benefits of Sentiment Analysis for Customer Service Implementing Effective Sentiment Analysis: Key Best Practices What to Look for in Contact Center Sentiment Analysis Solution Share Book a demo Lets get started Youve probably misinterpreted more than your fair share of text messages because you couldnt determine the i
NobelBiz
APRIL 8, 2025
Your call center agents aren’t trying to be slow or ineffectivethey’re often stuck dealing with confusing, messy tools just to do basic tasks. Imagine your team handling a simple customer question, but instead of quickly finding an answer, they have to flip between different tabs and disconnected systems. It’s stressful for your agents, frustrating for your customers, and damaging to your overall business.
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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.
PeopleMetrics
APRIL 6, 2025
When I wrote Listen or Die back in 2017, we were already seeing how important mobile was becoming in the VoC world. Fast forward to today, and mobile is no longer a "nice to have"it's expected. But heres the surprising part: while the technology has improved, how mobile is actually used by employees hasnt changed all that much. Despite advances in AI and data visualization tools, your team is still not going to want to scroll through trend graphs or drill down into charts on their phones.
Hodusoft
APRIL 2, 2025
The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. Well-informed. Highly-coordinated. That’s the world we live in today, all thanks to the telecom sector! It’s one of the most important industries in today’s time. Telecom companies connect individuals and businesses.
CSM Magazine
APRIL 2, 2025
In today’s world, connections are everything. Whether for work, business promotion, or personal inquiries, most people come to a point when they need to contact someone they don’t know personally or reestablish a connection with someone they have been out of touch with for years. In both cases, the main stumbling block is the contact info how do you access new information that might have changed over time or get contact info you never had in the first place?
Blueship Call Center
APRIL 8, 2025
In todays digital world, businesses must meet customer expectations for fast, seamless, and efficient communication. To achieve this, many companies are turning to Cloud Contact Center Services a modern solution designed to optimize customer engagement while improving operational efficiency. But what exactly are Cloud Contact Center Services , and how do they compare to traditional contact centers?
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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.
Calltools
APRIL 2, 2025
Success in the home service industry relies on maximizing customer satisfaction. In an industry with so much competition, communication is essential to acquiring new customers, scheduling appointments, and building a reputation for your company. Preview dialers are excellent tools for streamlining communication. From landscaping to HVAC companies, preview dialers can help set up every home service business for success.
DMG Consulting
APRIL 2, 2025
WFM Redefined: Balancing CX, Employee Engagement, and Operational Excellence April 2025 The amount of research and development (R&D) invested in workforce management (WFM) solutions in 2024 and continuing into 2025 is greater than ever, and the growing interest in new capabilities and features is drawing attention to limitations in some of the markets older applications.
Ambs Call Center
APRIL 3, 2025
Understand how answering services, call center services, and virtual receptionist help your business communications with a detailed step-by-step guide now!
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