ShepHyken
MARCH 30, 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. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said.
Outsource Consultants
MARCH 30, 2025
The Philippines’ multilingual capabilities have transformed the global call center landscape. At Outsource Consultants, we’ve witnessed firsthand how this Southeast Asian nation has become a prime destination for multilingual customer support. With a growing pool of linguistically diverse talent, the Philippines offers businesses a unique edge in serving international markets efficiently and effectively.
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Callminer
MARCH 30, 2025
Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.
PeopleMetrics
MARCH 30, 2025
When I first wrote about this lesson in Listen or Die back in 2017, it was one of the most important truths I had learned in running VoC programs: just because you launch a VoC platform doesnt mean people will use it. That hasnt changed, even in the age of AI. You can do everything rightget executive buy-in, design smart surveys, select the right touchpoints, and build a strong platformbut until your front line is logging in daily , reviewing customer feedback, and acting on it, your VoC program
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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.
Cincom
MARCH 30, 2025
Introduction A well-structured sales quoting process not only enhances customer experience but also helps businesses maintain profitability and consistency in pricing. However, many companies still rely on outdated methods like manual spreadsheets, email-based approvals, and disconnected pricing databases, which can lead to delays, errors, and lost opportunities.
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