ShepHyken

JANUARY 14, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Customer Experience 352

Customer Experience Education Personalization Marketing 352

AWS Machine Learning

JANUARY 14, 2025

With the general availability of Amazon Bedrock Agents , you can rapidly develop generative AI applications to run multi-step tasks across a myriad of enterprise systems and data sources. However, some geographies and regulated industries bound by data protection and privacy regulations have sought to combine generative AI services in the cloud with regulated data on premises.

APIs 102

APIs Chatbots Enterprise Healthcare 102

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? Great question, and heres my answer: Ask and ye shall receive! There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.

Customer Service 182

Customer Service Feedback Personalization Customer Experience 182

Momentum Telecom

JANUARY 14, 2025

Big changes are coming to the telecom industry in 2025. Take one look at what happened to the industry in 2024 its not hard to see why. We saw the rapid buildout of 5G and 5G Advanced networks, industry-changing mergers and acquisitions, and significant improvements to AI. While these developments are important on their own, they play a part in something much bigger thats happening in the industry.

Telecommunications 59

Telecommunications Wireless Self service Marketing 59

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The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.

Contact Center

Concentrix

JANUARY 14, 2025

Learn to turn disruption into competitive advantage with our Insurance Technology Outlook report, with insights from insurance executives worldwide.

Technology 143

Technology 143

Abby Connect

JANUARY 14, 2025

Highlighting Abby’s CALL DETAILS Feature Within the Portal & App Quality customer service goes beyond just answering the phone. While having a receptionist or call handler is essential, businesses now need tools that provide insights into customer interactions and help optimize follow-up processes.

Answering services 52

Answering services Customer Service 52

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. U.S. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. Well after the pandemic’s immediate impacts on consumer behavior, customer retention remains a critical challenge for businesses. In every sector and among diverse markets.

Customer retention 40

Customer retention Feedback B2C Metrics 40

Concentrix

JANUARY 14, 2025

Learn to turn disruption into competitive advantage with our Insurance Technology Outlook report, with insights from insurance executives worldwide.

Technology 87

Technology Banking 87

Outsource Consultants

JANUARY 14, 2025

Inbound contact centers are the frontline of customer service , handling millions of customer inquiries daily. At Outsource Consultants, we’ve seen how effective strategies can transform these centers into powerful customer satisfaction engines. This blog post explores key components, best practices, and innovative technologies that drive success in contact center inbound operations.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

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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

VirtualPBX

JANUARY 14, 2025

Call centers started in the 1960s and theyve evolved a lot over more than 60 decades. From the 1970s when telephone booking systems were patented and headsets were made popular thanks to NASA, to the 2000s when the internet made things more computer-generated and automated. Now, in the 2020s, call centers are turning to tools like AI and virtual agents to navigate customer support.

Call flow 59

Call flow Entertainment Call Center Virtual Agent 59

Help Scout

JANUARY 14, 2025

Creating a knowledge base is only half of the battle; you also need to keep it up to date. Help your customers get the most out of your content with regular knowledge base maintenance.

59

59

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. Businesses that harness the power of analytics can transform customer interactions, improve operational efficiency, and gain a competitive edge.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Concentrix

JANUARY 14, 2025

Explore the rise of non-traditional ad platforms and how they can attract brands seeking to diversify their advertising revenue streams.

Advertising 48

Advertising Marketing Sales 48

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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

JANUARY 14, 2025

Large language model (LLM) based AI agents that have been specialized for specific tasks have demonstrated great problem-solving capabilities. By combining the reasoning power of multiple intelligent specialized agents, multi-agent collaboration has emerged as a powerful approach to tackle more intricate, multistep workflows. The concept of multi-agent systems isnt entirely newit has its roots in distributed artificial intelligence research dating back to the 1980s.

Finance 114

Finance Benchmark Construction Enterprise 114

Lumoa

JANUARY 14, 2025

Lumoa Product News for September 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate CX! Lumoa and Netigate Feedback are going to be merging into one super platform, called Netigate CX, capable of capturing the entire feedback lifecycle: Survey creation and distribution Report and analysis on customer feedback AI Summarie

Feedback 78

Feedback Surveys Accountability Management 78

JustCall

JANUARY 14, 2025

Time waits for no oneand neither do your leads. When it comes to lead response time, every second counts. In this blog, we break down why time is literally money for your sales engine and how you can optimize lead response time even when strapped for resources. Measuring the speed of opportunity Lead response time is simply the average time that an agent takes to follow up with a lead once they have self-identified as one.

CRM 52

CRM Sales Coaching Metrics 52

Lumoa

JANUARY 14, 2025

Lumoa Product News for November 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Help us beta test our new translation engine! As feedback flows into the platform, we will translate it into a language of your choice.

Engineering 78

Engineering Benchmark Feedback Surveys 78

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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

NobelBiz

JANUARY 14, 2025

Effective debt recovery depends on engagement. Without establishing meaningful connections, even the most well-designed strategies will struggle to succeed. Historically, collection agencies relied on single-channel communication methods like phone calls or letters. These approaches worked for decades, but today they fall short of meeting the expectations of modern consumers.

Chatbots 52

Chatbots Self service CRM Analytics 52

Lumoa

JANUARY 14, 2025

Lumoa’s biggest features for 2024 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how the platform works – based on your feedback! So let’s get started counting down our top features of the year, starting with… Lumoa becomes Netigate By far the biggest news is that Lumoa is now a part of Netigate.

Feedback 78

Feedback Surveys Metrics Analytics 78

PeopleMetrics

JANUARY 14, 2025

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.

Advertising 71

Advertising Feedback B2B Surveys 71