TeleDirect
MARCH 9, 2025
How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Long hold times can frustrate customers, leading to lower satisfaction scores and even loss of business.
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.
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ShepHyken
MARCH 11, 2025
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
CCNG
MARCH 12, 2025
In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. The last thing they want is for your agent to be scrolling through a never-ending document or searching through 10 articles to find the right answer or walking through a 20 page process to complete a customer interaction.
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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.
CCNG
MARCH 21, 2025
If you work in a call centerespecially if you lead a call centeryou might want to stop reading now, because Im about to bum you out. Hard. Being a call center agent sucks and it is managements fault. And not just because a handful of customers are absolute nightmares or because customer service pay is consistently lower than pretty much every other department.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TeleDirect
MARCH 9, 2025
Why PCI Compliance Matters for Call Centers Handling Payments Why PCI Compliance Matters for Call Centers Handling Payments is a crucial topic for businesses that manage customer transactions. In an era where data security breaches are becoming more prevalent, ensuring compliance with Payment Card Industry Data Security Standard (PCI DSS) is essential.
TechSee
MARCH 11, 2025
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
ShepHyken
MARCH 17, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company’s existing customer service team rather than replace it?
PeopleMetrics
MARCH 11, 2025
A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.
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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.
CCNG
MARCH 26, 2025
Weve all been there. As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. You hear its nice to have, and maybe even a nod or two from other departments, but not the concrete backing that turns a function into a strategic force.
AWS Machine Learning
MARCH 27, 2025
Amazon Bedrock cross-Region inference capability that provides organizations with flexibility to access foundation models (FMs) across AWS Regions while maintaining optimal performance and availability. However, some enterprises implement strict Regional access controls through service control policies (SCPs) or AWS Control Tower to adhere to compliance requirements, inadvertently blocking cross-Region inference functionality in Amazon Bedrock.
CSM Magazine
MARCH 24, 2025
Attracting customers is relatively easy. Advertising that announces that you have quality products and good prices will do thatonce. The problem is this: How do you keep those customers from leaving you? Most businesses don’t have a clue, so they continue to spend huge amounts of money to draw customers through their doors but do nothing to keep them coming back.
Calabrio
MARCH 26, 2025
Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.
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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.
ShepHyken
MARCH 3, 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 Causes Customer Rage Today? by John A. Goodman (CMSWire) When you are already upset and then encounter more frustration, the blood drains from your brain and goes to your muscles (fight or flight), and you stop thinking clearly.
3CLogic
MARCH 27, 2025
Whether citizens are applying for permits, accessing healthcare services, or resolving tax inquiries, expectations have shifted. Todays public demands fast, seamless, and intuitive experiences reminiscent of those offered by leading consumer brands. Yet, government agencies still face challenges such as outdated technology, siloed systems, data privacy concerns, and a shrinking workforce.
Toister Performance Solutions
MARCH 29, 2025
This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.
AWS Machine Learning
MARCH 18, 2025
In the rapidly evolving healthcare landscape, patients often find themselves navigating a maze of complex medical information, seeking answers to their questions and concerns. However, accessing accurate and comprehensible information can be a daunting task, leading to confusion and frustration. This is where the integration of cutting-edge technologies, such as audio-to-text translation and large language models (LLMs), holds the potential to revolutionize the way patients receive, process, and
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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.
PeopleMetrics
MARCH 24, 2025
Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.
TeleDirect
MARCH 13, 2025
What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions provides an in-depth look at how call centers function, the services they offer, and how businesses can benefit from outsourcing these services. Call centers are essential for managing customer interactions, providing technical support, and enhancing customer satisfaction.
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.
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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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
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).
AWS Machine Learning
MARCH 14, 2025
Computer use is a breakthrough capability from Anthropic that allows foundation models (FMs) to visually perceive and interpret digital interfaces. This capability enables Anthropics Claude models to identify whats on a screen, understand the context of UI elements, and recognize actions that should be performed such as clicking buttons, typing text, scrolling, and navigating between applications.
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.
TeleDirect
MARCH 20, 2025
18 Call Center Tips for Delivering Exceptional Customer Service Delivering exceptional customer service is crucial for maintaining a strong brand reputation and ensuring customer loyalty. In the competitive world of call centers , agents must be equipped with the right skills and techniques to meet and exceed customer expectations. To help businesses achieve this, we have compiled 18 proven tips that enhance customer interactions and optimize call center performance.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
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.
CX Accelerator
MARCH 14, 2025
With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!
Momentum Telecom
MARCH 28, 2025
ebook download How to future-proof your contact center for next-level customer engagement in Microsoft Teams With expectations higher than ever, organizations still relying on outdated phone systems face significant challenges: long wait times, disconnected workflows, and costly infrastructure maintenance. This short ebook explores why contact centers are moving to cloud-native solutions, how Teams Operator Connect simplifies voice communications, and what steps you can take to make your transit
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