CCNG
JANUARY 1, 2025
Chat has to be part of your omni-channel support strategy. Or does it? Don’t get us wrong, at Customer X Solutions we believe that Chat can be an effective support and delivery mechanism as your customers navigate your systems, processes, and digital tools. But before you try to replicate your Phone, Web, and App strategies with a Chat channel, we recommend that you step back and clarify the desired outcomes.
Blueship Call Center
DECEMBER 30, 2024
Most companies these days provide high-quality customer interaction with the help of professional outsourcing call center companies. As more and more companies continue to outsource their core business operations, the demand for outsourcing grows exponentially, and hence changing the face of customer service. It is no longer about cost-cutting but about efficiency, scalability, and also delivering a superb customer experience.
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CSM Magazine
JANUARY 2, 2025
For customer service professionals, saying no isnt always easy. After all, we’ve been conditioned to prioritize the customers needs and create a positive experience. The reality is, there are situations where you have no choice but to decline a customers request. The challenge lies in finding the right way to say noone that satisfies the business’s policies while maintaining the customers trust and respect.
Callminer
JANUARY 1, 2025
Employees are often expected to wear multiple hats daily while prioritizing CX. Learn how an effective employee experience strategy can improve productivity, retention and morale.
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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.
CSM Magazine
JANUARY 2, 2025
When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Inbenta
DECEMBER 28, 2024
How can financial institutions drive digital adoption and enhance customer engagement in an increasingly online world? In this insightful conversation, Ade Crossland, Digital Skills Leader at Nationwide Building Society, provides a behind-the-scenes look at their innovative approach. A collaboration with Inbenta and our interactive Learn technology led to the creation of Discover Digital, a solution that has transformed Nationwide’s digital landscape.
Callminer
DECEMBER 30, 2024
Net Promoter Score (NPS) is a metric that tells companies how happy and loyal their customers are. But what does NPS mean, and how can you use it in your company to improve CX? Read more.
CSM Magazine
JANUARY 3, 2025
Empathy is essential in customer support, but how do you know if its actually making a difference? Measuring empathy might sound trickyafter all, how do you quantify something so emotional? But there are effective ways to assess its impact. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success.
ShepHyken
DECEMBER 31, 2024
This week, Im tackling the answers to 10 more of the 20 questions I answered last week. (Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Lets go! What would the title of your CX superhero alter ego be? Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences.
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.
Inbenta
DECEMBER 28, 2024
Explore how artificial intelligence (AI) has become essential for businesses looking to enhance customer experiences , streamline operations , and foster growth. This article provides practical steps for strategically integrating AI into your business. Artificial intelligence (AI) has emerged as a critical tool for companies aiming to enhance customer experiences, streamline operations, and drive growth.
Callminer
DECEMBER 29, 2024
Great customer experience is crucial for customer loyalty, retention, and overall business growth. This blog offers practical and effective ways to improve CX today. Read more.
CSM Magazine
JANUARY 3, 2025
Businesses are no longer confined to local or regional markets. Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.
ShepHyken
DECEMBER 29, 2024
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. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.
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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.
Win the Customer
JANUARY 2, 2025
The rise of AI is fundamentally transforming the customer experience (CX). From chatbots and personalized recommendations to predictive maintenance and proactive support, AI is empowering businesses to understand and serve their customers in unprecedented ways. This rapid evolution necessitates a significant shift in the role of the product manager.
Avoxi
JANUARY 3, 2025
Top Cloud Business VoIP Services Compared (2025) Managing rising costs, system limitations, and the need for reliable communication tools can be overwhelming as you try to grow. Your business deserves a VoIP phone system that works smoothlywithout the complexities and maintenance hassles of traditional setups. Cloud business Voice over Internet Protocol (VoIP) services are the… The post Top Cloud Business VoIP Services Compared (2025) appeared first on AVOXI.
CSM Magazine
JANUARY 2, 2025
When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.
Kayako
DECEMBER 30, 2024
In the competitive landscape of Software as a Service (SaaS), AI customer experience has become a game-changer. Customer experience (CX) is now a critical differentiator, with 64% of consumers considering it more significant than price. As businesses strive to enhance their offerings, AI-powered SaaS customer experience solutions are transforming how companies interact with their customers, making it easier to address their needs and preferences.
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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.
Balto
JANUARY 3, 2025
Meeting the Rising Demands of Modern Customer Expectations The call center industry is undergoing a seismic shift. Customers expect lightning-fast responses, personalized experiences, and consistent support across multiple channels. At the same time, operational complexity is increasing, making it challenging to maintain high performance without the right tools and processes.
Avoxi
JANUARY 2, 2025
Call Center Quality Assurance: The Ultimate Guide (2025) Call center quality assurance (QA) is more than just a set of proceduresits the backbone of customer interactions. Not only is a strong QA process essential for maximizing operational efficiency, it's also crucial for building trust and enhancing customer satisfaction. But you can't ensure every interaction aligns… The post Call Center Quality Assurance: The Ultimate Guide (2025) appeared first on AVOXI.
CSM Magazine
JANUARY 1, 2025
In today’s dynamic field, law firms are always looking for ways to make their operations more efficient. Legal practice management software has become a tool changing how firms handle their business. This software offers a solution by improving tasks that used to take up a lot of time. Thanks to its advantages, law firms can improve their productivity, precision, and client happiness.
WiserOwl Blog
JANUARY 3, 2025
Discover how data-driven CX bridges the gap between data and action, aligning customer experience with financial performance.
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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.
Balto
JANUARY 2, 2025
In the fast-paced world of call centers, performance is everything. The success of your operation hinges on how well your agents handle customer interactions, deliver exceptional service, and drive meaningful outcomes. But how do you measure success? Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable.
Injixo
DECEMBER 31, 2024
Efficient and effective workforce management (WFM) is a challenge for every organization. In the contact center, the challenge is even greater: Volatile contact volumes , fluctuating availability of staff and unplanned events add extra layers of complexity that make contact center workforce management more difficult - and more interesting.
CSM Magazine
JANUARY 2, 2025
The Transformative Power of Discovery Phase If you are new to mobile app development, the biggest challenge is creating apps that can stand out and beat the millions of other mobile apps in the market. How can your app stand the test of time and join the ranks of Instagram, TikTok, Snapchat, and many more? The discovery phase is your key to success and the first crucial step that lays the foundation for your mobile application development.
Momentum Telecom
DECEMBER 30, 2024
Join Rick Garcia and Brandon Bradley from Momentum for a special series of Everything Teams Liveyour go-to podcast for all things Microsoft Teams Phone! In this exclusive 5-episode series, Teams Phone migration expert Matt Carlson dives deep into major Teams Phone projects, sharing actionable tips, best practices, and tools to simplify even the most complex migrations.
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!
Balto
JANUARY 2, 2025
Call center productivity is the engine of successful call center operations, driven by the efficiency and performance of each call center agent. For managers striving to improve call center performance, the goal isnt just to handle more incoming callsits about creating a seamless experience for both call center agents and customers. From optimizing call center agent performance metrics to empowering call center managers, this guide breaks down how to achieve operational excellence while keeping
MiaRec
DECEMBER 30, 2024
In recent years, many contact centers have implemented or are considering implementing AI-powered Agent Assist technology to help customer service representatives resolve customer issues more quickly and accurately. Agent Assist has become a de-facto standard technology that companies are increasingly investing in.
Concentrix
DECEMBER 31, 2024
Explore the new auto buyers expectations and the tech innovations redefining customer experiences in the connected vehicle landscape.
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