Tue.Apr 01, 2025

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Your Call Is Very Important to Us

ShepHyken

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

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Lesson #35 Revisited: The Secret to Getting Your People to Use VoC? Tie It to Compensation (Still True in 2025)

PeopleMetrics

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.

Morale 62
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10 Best CCaaS Providers for Enterprises and Contact Centers (2025)

Avoxi

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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The Assembly Hollywood 2025

Concentrix

The Assembly Hollywood | ACAMS Connect with us at booth #506 Join us at The Assembly Hollywood 2025 by ACAMS, the global anti-financial crime conference series. Be prepared for whats next.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

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.

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Beyond Value: Using Psychology to Build Unbreakable Customer Bonds

Kapta Customer Success

Six misconceptions are reducing customer QBR engagement. Learn about these myths and how to overcome them to increase engagement and outcomes.

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Self-Serve That Actually Serves: Designing AI Customer Support That Customers Love

BlueOcean

Are you trying to figure out how to integrate AI into your customer support model? You’re not alone. According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service.

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Introducing AWS MCP Servers for code assistants (Part 1)

AWS Machine Learning

Were excited to announce the open source release of AWS MCP Servers for code assistants a suite of specialized Model Context Protocol (MCP) servers that bring Amazon Web Services (AWS) best practices directly to your development workflow. Our specialized AWS MCP servers combine deep AWS knowledge with agentic AI capabilities to accelerate development across key areas.

APIs 100
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Rethinking Patient Access: Reflections for Access Week 2025

Zappix

As we recognize Access Week 2025 , it’s clear that the healthcare industry has reached an inflection point. No longer is patient access confined to scheduling appointments or answering callsit’s now a comprehensive, strategic function that shapes the entire patient experience, impacts outcomes, and influences financial performance. This year’s theme, Tapestry of Life, emphasizes resilience, collaboration, and empowerment.

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Minimize generative AI hallucinations with Amazon Bedrock Automated Reasoning checks

AWS Machine Learning

Foundation models (FMs) and generative AI are transforming enterprise operations across industries. McKinsey & Companys recent research estimates generative AI could contribute up to $4.4 trillion annually to the global economy through enhanced operational efficiency, productivity growth of 0.1% to 0.6% annually, improved customer experience through personalized interactions, and accelerated digital transformation.

APIs 98
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State of AI in Sales & Marketing 2025

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.

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How to Give Authentic Customer Service

CSM Magazine

Authentic customer service is more than just solving problems or answering questions. Its about building genuine connections, meeting customer needs in meaningful ways, and fostering trust that keeps them coming back. Businesses that prioritize authentic service not only create happier customers but also build a reputation for excellence that inspires loyalty and drives revenue growth.

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AWS App Studio introduces a prebuilt solutions catalog and cross-instance Import and Export

AWS Machine Learning

AWS App Studio is a generative AI-powered service that uses natural language to build business applications, empowering a new set of builders to create applications in minutes. With App Studio, technical professionals such as IT project managers, data engineers, enterprise architects, and solution architects can quickly develop applications tailored to their organizations needswithout requiring deep software development skills.

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Case Study: Unlocking Workforce Efficiency Through Data-Driven Strategies

24-7 InTouch

At IntouchCX, we help businesses streamline workforce management (WFM) for improved efficiency and cost savings. For a leading streaming platform, we implemented a scalable WFM solution, ensuring accurate forecasting, optimized staffing, and real-time insights. Key results include: Reduced labor costs through strategic resource planning Improved service levels with real-time staffing adjustments Consistent global reporting for clear, data-driven decision-making Unlock the full potential of your

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Generate compliant content with Amazon Bedrock and ConstitutionalChain

AWS Machine Learning

Generative AI has emerged as a powerful tool for content creation, offering several key benefits that can significantly enhance the efficiency and effectiveness of content production processes such as creating marketing materials, image generation, content moderation etc. Constitutional AI and LangGraph s reflection mechanisms represent two complementary approaches to ensuring AI systems behave ethically with Anthropic embedding principles during training while LangGraph implements them during

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Next-Gen Cloud Contact Centers For Dummies®

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.

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Top Benefits of Outsourcing Information Verification Services

Blueship Call Center

In today’s data-driven business landscape, accurate information is the foundation of sound decision-making. As companies collect increasing volumes of data from diverse sources, ensuring its accuracy, relevance, and compliance has become both critical and challenging. Outsourcing information verification services provides businesses with an effective solution to manage these verification challenges while delivering numerous strategic advantages.

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Elevate Your Outreach: Combatting Spam Labels

NobelBiz

Transform Your Call Reputation with Effective Number Management Solutions Your call centers reputation not only drives customer trust and loyalty for the brands you represent, but it ultimately drives performance. For call centers and BPOs, you cant afford to overlook the most critical element impacting your reputation: your phone numbers. With over 80% of customer interactions happening over the phone, ensuring these numbers remain trusted is essential.