ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? You might say, Ill just ask them, and thats a great answer. Direct feedback is a gift. But maybe theres another way. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.

Feedback 216

Feedback B2B Customer Service Customer Support 216

AWS Machine Learning

MARCH 4, 2025

Building cloud infrastructure based on proven best practices promotes security, reliability and cost efficiency. To achieve these goals, the AWS Well-Architected Framework provides comprehensive guidance for building and improving cloud architectures. As systems scale, conducting thorough AWS Well-Architected Framework Reviews (WAFRs) becomes even more crucial, offering deeper insights and strategic value to help organizations optimize their growing cloud environments.

Best practices 112

Best practices Enterprise Engineering Strategic Value 112

Momentum Telecom

MARCH 4, 2025

Microsoft has officially confirmed that consumer Skype (the version many people use at home for personal calls and messaging) will shut down on May 5, 2025. However, Skype for Business , which is a separate product, follows a different schedule: Skype for Business Online already reached end-of-life on July 31, 2021. Skype for Business Server 2019 and Server 2015 remain supported until October 14, 2025 (under extended support).

Enterprise 93

Enterprise Call flow Consulting Consulting 93

AWS Machine Learning

MARCH 4, 2025

Amazon Bedrock Knowledge Bases offers a fully managed Retrieval Augmented Generation (RAG) feature that connects large language models (LLMs) to internal data sources. Its a cost-effective approach to improving LLM output so it remains relevant, accurate, and useful in various contexts. It also provides developers with greater control over the LLMs outputs, including the ability to include citations and manage sensitive information.

APIs 106

APIs Best practices Management Personalization 106

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Contact Center

PeopleMetrics

MARCH 4, 2025

If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working? Even if youve got beautifully crafted questions, a low response rate or a confusing survey can derail everything.

Surveys 62

Surveys Abandon rate Feedback Marketing 62

CSM Magazine

MARCH 4, 2025

Product returns are a fact of life for most businesses. Whether its a sizing issue, a defective item, or simply a change of heart, customers value the opportunity to return productsand they expect the process to be hassle-free. For warehouses, product returns often become a complex puzzle, involving logistics, inventory management, and customer satisfaction.

Management 52

Management Transportation Technology Customer retention 52

NobelBiz

MARCH 4, 2025

Are you struggling to keep improper spam or scam labels off your phone numbers or calling campaigns? Searching for reliable solutions online is often confusing and leaves you with more questions than answers. You might be tempted to try to fix things yourself, but the reality is, handling spam labels effectively is a lot more complex than it seems. Regain control of your calling reputation and save your team valuable time and resources by partnering with NobelBiz for Number Reputation Management

Management 52

Management Banking Consulting Consulting 52

24-7 InTouch

MARCH 4, 2025

Our tailored solutions combine deep industry expertise with a consultative approach, that address the unique needs of the customer journey. Improved customer interactions through tailored recruitment and training Enhanced lead pipeline management for better conversion rates Scalable, cost-effective support model for sustained growth The post Case Study: Empowering Support Teams Through Precision Hiring appeared first on IntouchCX.

Consulting 52

Consulting Consulting Management 52

CSM Magazine

MARCH 4, 2025

The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. Showcasing on April 16th & 17th at Las Vegas Convention center , this event promises to present cutting edge solutions and strategies that enhance customer experience and engagement. Get ready for an unparalleled opportunity to dive into emerging trends, experience cutting-edge products and network with the visionaries shaping the future

Customer centricity 52

Customer centricity Education Best practices Customer Experience 52

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.

Sales

Calabrio

MARCH 4, 2025

Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. How your customers perceive, interact with, and stay loyal to your brand goes hand in hand with how well your business performs. And investing in the customer experience doesnt just make you money, it can save you money, too.

Abandon rate 40

Abandon rate Coaching Metrics First call resolution 40

Call Design

MARCH 4, 2025

In an environment where every minute counts, the ability to automate routine tasks not only improves efficiency but also empowers agents to focus on high-value interactions. As we look toward 2025, new automation technologies promise to redefine how contact centres operate, ensuring seamless experiences for both customers and agents. Enhancing Agent Engagement Agent engagement is a critical factor in contact centre success.

Analytics 78

Analytics Coaching Technology Management 78

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels. Relying on artificial intelligence, machine learning, and natural language processing (NLP), conversation intelligence tools typically perform three broad functions: First, they capture information from spoken and written c

Coaching 40

Coaching Contact Center Analytics Sales 40

Ambs Call Center

MARCH 4, 2025

Some people think a virtual receptionist is a piece of automated technology that answers phone calls. This couldn't be further from the truth. In reality they are a real person ready to help when you need them.

Technology 76

Technology Personalization 76

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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

Outsource Consultants

MARCH 4, 2025

Manila call centers are at the forefront of global customer service operations. At Outsource Consultants, we’ve seen firsthand how Manila call center efficiency can help drive remarkable efficiency gains through strategic improvements. This blog post explores key tactics for streamlining operations and boosting Manila efficiency. From advanced workforce management to cutting-edge technology integration, we’ll cover the essential strategies that drive success in this competitive indus

Call Center 67

Call Center Gamification outsourcing Chatbots 67

Avoxi

MARCH 4, 2025

6 Best UCaaS Providers for Global Enterprises (2025) Seamless communication is the backbone of any global enterprise, yet many businesses struggle with fragmented systems that interfere with collaboration and customer interactions. Thats where Unified Communications as a Service (UCaaS) providers step in. They offer a unified voice, messaging, and video approach that connects teams across… The post 6 Best UCaaS Providers for Global Enterprises (2025) appeared first on AVOXI.

Enterprise 62

Enterprise 62

Ambs Call Center

MARCH 4, 2025

As INBOUND 2025 moves to San Francisco with a focus on AI and new technologies, is it worth attending? Or, should your team save yourself the extra dollars from the big price hike this year?

Technology 52

Technology 52

Avoxi

MARCH 4, 2025

6 Best UCaaS Providers for Global Enterprises (2025) Seamless communication is the backbone of any global enterprise, yet many businesses struggle with fragmented systems that interfere with collaboration and customer interactions. Thats where Unified Communications as a Service (UCaaS) providers step in. They offer a unified voice, messaging, and video approach that connects teams across… The post 6 Best UCaaS Providers for Global Enterprises (2025) appeared first on AVOXI.

Enterprise 62

Enterprise 62

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Marketing

Calabrio

MARCH 4, 2025

Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. How your customers perceive, interact with, and stay loyal to your brand goes hand in hand with how well your business performs. And investing in the customer experience doesnt just make you money, it can save you money, too.

Abandon rate 40

Abandon rate Coaching Metrics First call resolution 40

Avoxi

MARCH 4, 2025

6 Best UCaaS Providers for Global Enterprises (2025) Seamless communication is the backbone of any global enterprise, yet many businesses struggle with fragmented systems that interfere with collaboration and customer interactions. Thats where Unified Communications as a Service (UCaaS) providers step in. They offer a unified voice, messaging, and video approach that connects teams across… The post 6 Best UCaaS Providers for Global Enterprises (2025) appeared first on AVOXI.

Enterprise 62

Enterprise 62

5CA

MARCH 4, 2025

Effective VIP management is crucial for studios and publishers, leveraging dedicated support teams, personalized rewards, and exclusive experiences to drive engagement and retention.

Management 40

Management Personalization 40

The Petrova Experience

MARCH 4, 2025

Its time to talk about the Millennial investor, a critical market for financial services firms in the next five years. For the past decade, the media talked about the impact of Millennials in the workforce, changing purchasing behaviors, and culture shifts. What we dont see enough of, from the customer experience strategy point of view, is how to listen to, learn from, and learn about Millennial financial services customers.

Banking 40

Banking Customer centricity B2C Personalization 40

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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.

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