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?
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.
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MiaRec
APRIL 21, 2025
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%.
Concentrix
APRIL 21, 2025
A Testament to Technology First Solutions Driving Innovation and Client Value NEWARK, Calif.
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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.
ShepHyken
APRIL 21, 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. What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in custome
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Vistio
APRIL 21, 2025
Even the most well-meaning agents can say things that frustrate customers, draw out conversations, or erode trustwithout realizing it. These phrases are often learned during training or picked up from peers, and they sound helpful on the surface. But in reality, they can spike handle times, trigger negative customer reactions, and drag down CSAT. Here are seven phrases to watch out forand what to say instead: “I apologize for the inconvenience.” It sounds polite, but its so overused
AWS Machine Learning
APRIL 21, 2025
Large language models (LLMs) have become integral to numerous applications across industries, ranging from enhanced customer interactions to automated business processes. Deploying these models in real-world scenarios presents significant challenges, particularly in ensuring accuracy, fairness, relevance, and mitigating hallucinations. Thorough evaluation of the performance and outputs of these models is therefore critical to maintaining trust and safety.
Cincom
APRIL 21, 2025
Having a solid and thoughtful sales performance plan in place is essential for organizations today. Sales Performance Management (SPM) gives your sales team the edge it needs, turning data into direction, strategy, and tangible results. In this blog, we will learn about SPM, why it matters, and how your organization can implement a successful SPM process to drive consistent sales growth.
AWS Machine Learning
APRIL 21, 2025
Yuewen Group is a global leader in online literature and IP operations. Through its overseas platform WebNovel , it has attracted about 260 million users in over 200 countries and regions, promoting Chinese web literature globally. The company also adapts quality web novels into films, animations for international markets, expanding the global influence of Chinese culture.
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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.
Cincom
APRIL 21, 2025
Introduction Starting a new sales job can feel like joining a game midway where everyone else knows the rules but you. You need to learn new tools, have targets to hit as well as interact with people who seem to have been doing this forever. Doesn’t it take a toll on your confidence? It does, and that’s normal! This is exactly where sales onboarding becomes your saviour.
Blueship Call Center
APRIL 21, 2025
Providing excellent customer support has become a crucial aspect of running a successful business. In todays fast-paced digital world, customers expect quick, helpful, and friendly service. This is where an inbound call center can make a huge difference. Outsourcing inbound call center services is a strategic move for businesses, offering top-quality customer support while reducing costs and saving time.
Cincom
APRIL 21, 2025
Sales leaders today are not just managing peopletheyre managing complexity. Today, deals are more often lost to operational breakdowns, fragmented systems, manual workflows, and unscalable processes rather than to direct competitors. This shift has redefined the role of sales leadership. Its no longer just about hitting quotas; its about designing and executing sales management in a way that is data-driven, technologically integrated, and strategically aligned with the broader business objectiv
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