ShepHyken
MARCH 25, 2025
I just received an email from the Dollar Shave Club. Ive been a member (as in customer) of the club for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. The concept was simple. Pay a small monthly fee and new razor blades are delivered to your mailbox. The member never has to worry about running out of fresh razor blades ever again.
AWS Machine Learning
MARCH 25, 2025
Amazon Bedrock announces the preview launch of Session Management APIs, a new capability that enables developers to simplify state and context management for generative AI applications built with popular open source frameworks such as LangGraph and LlamaIndex. Session Management APIs provide an out-of-the-box solution that enables developers to securely manage state and conversation context across multi-step generative AI workflows, alleviating the need to build, maintain, or scale custom backen
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Callminer
MARCH 25, 2025
AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.
AWS Machine Learning
MARCH 25, 2025
Deploying models efficiently, reliably, and cost-effectively is a critical challenge for organizations of all sizes. As organizations increasingly deploy foundation models (FMs) and other machine learning (ML) models to production, they face challenges related to resource utilization, cost-efficiency, and maintaining high availability during updates.
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.
PeopleMetrics
MARCH 25, 2025
In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Consequently, accurately measuring and strategically enhancing call center agent performance is paramount.
CSM Magazine
MARCH 25, 2025
Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities. The expansion of its flagship event comes at a critical time for the CX industry, with artificial intelligence rapidly evolving, cost of living pressures continuing, and volatile energy prices creating significant challenges for contact centres and frontline customer service staff.
Calabrio
MARCH 25, 2025
Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service.
Balto
MARCH 25, 2025
AI is transforming contact centers, but not every company is ready to make the leap. Leaders often ask, How do we know if AI will work for us? The truth is, AI isnt a magic wandits a powerful tool that works best when built on a strong foundation. Before you invest in AI, take a step back and assess your organizations readiness. The most successful AI-powered contact centers share five key qualities.
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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.
Calabrio
MARCH 25, 2025
Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up. How successful have these efforts been? What new challenges are businesses facingand how are they measuring success?
Balto
MARCH 25, 2025
Hey everyone, Chris here. It seems that every few months, there is a hot new contact center phrase. When I started writing Balto content around 2017, speech analytics was hot. Every contact center software company had a speech analytics perspective and was competing to rank in the top spot on Google. Speech analytics adorned every eBook title, every conference booth banner, every blog post, and every LinkedIn post.
Calabrio
MARCH 25, 2025
Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue.
Upstream Works
MARCH 25, 2025
Learn how AI in contact centers can enhance customer service, streamline operations, and improve agent efficiency. The post 3 Transformative Benefits of Artificial Intelligence in Contact Centers appeared first on upstreamworks.com.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
SQM Group
MARCH 25, 2025
Incorporating fun, interactive games into your team's routine is essential for fostering a positive workplace culture.
Concentrix
MARCH 25, 2025
Discover the robust data protection features of iX Hello and how it ensures your data is secure with advanced encryption and GDPR compliance.
AWS Machine Learning
MARCH 25, 2025
Since Amazon Q Business became generally available in 2024, customers have used this fully managed, generative AI-powered assistant to enhance their productivity and efficiency. The assistant enables users to answer questions, generate summaries, create content, and complete tasks using enterprise data. Todays workforce faces significant application overload.
24-7 InTouch
MARCH 25, 2025
WINNIPEG, Manitoba, March 25 , 2025 – IntouchCX , a global leader in customer experience, trust and safety, back-office processing, and AI solutions, has been recognized with three Stevie Awards at the 19th annual Stevie Awards for Sales & Customer Service, a recognition to its innovation, excellence, and trusted industry leadership. Gold Stevie Award: Best Use of Thought Leadership in Customer Service Bronze Stevie Award: Sales or Customer Service Solutions Technology Partner of the
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
AWS Machine Learning
MARCH 25, 2025
Amazon Bedrock Knowledge Bases is a fully managed capability that helps implement entire Retrieval Augmented Generation (RAG) workflows from ingestion to retrieval and prompt augmentation without having to build custom integrations to data sources and manage data flows. There is no single way to optimize knowledge base performance: each use case is impacted differently by configuration parameters.
CSM Magazine
MARCH 25, 2025
Customer service is one of the areas where innovation is being impacted by the changes in technology. As the Ethereum price continues to fluctuate, its underlying technology is proving to be a transformative force in customer service management. Ethereum currencies are leading in this innovation. With the rise of dApps and smart contracts, Ethereum is automating customer service processes.
NobelBiz
MARCH 25, 2025
To protect consumers from illegal robocallers, the major wireless carriers constantly deploy algorithm changes and updates, which can also make it increasingly difficult for call centers and BPOs to keep the phone numbers they dial on free from improper spam labels. For the countless callers navigating the complexities of phone outreach, compliance with regulations is just the beginning.
Cincom
MARCH 25, 2025
Introduction Sales processes are seeing transformational changes in todays business landscape. They are becoming instantaneous, accurate, and personalized. Businesses need to match this pace to strengthen their position as well as their market share. Sales quotes are an integral part of the sales process that can make or break a deal. When it comes to creating and sending a quote to customers, most steps of the process are handled manually.
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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.
Brad Cleveland Blog
MARCH 25, 2025
Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isnt defined by a single methodology that guides all activities. Far from it. Talk to 10 experienced practitioners and each will each share their own … Continue reading → The post CX Transformation Success Principles appeared first on Brad Cleveland.
Cincom
MARCH 25, 2025
Sales is not just about having a great product, its about effectively closing more deals and doing it in stipulated time. Thus, the success of a sales team depends on two critical factors high team productivity and the ability to generate more business. To achieve this, every step in the sales process must be aligned and managed effectively. Creating well-structured and professional proposals is an essential part of the sales process that has a direct impact on conversion rate and overall deal
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