Beyond Philosophy

SEPTEMBER 27, 2024

She wants to know how to manage rising customer expectations with fewer resources than she used to have. Effective management of rising expectations requires identifying which aspect of the expectations is rising—rational, emotional, or sensory—and whether it aligns with your business goals. Claire Dunwood has a pickle.

Management 243

Management Feedback Technology 243

Global Response

MARCH 24, 2025

In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service. As self-service systems get smarter, your agents are left to manage more complex customer issues. What is a knowledge management system?

Call Center 62

Call Center Management Abandon rate outsourcing 62

AWS Machine Learning

NOVEMBER 13, 2024

Amazon Titan FMs provide customers with a breadth of high-performing image, multimodal, and text model choices, through a fully managed API. Alternatively, you could directly upload the dataset to an S3 bucket by using the AWS Management Console. For more information on managing credentials securely, see the AWS Boto3 documentation.

Engineering 119

Engineering Management APIs Healthcare 119

Joe Rawlinson

JANUARY 24, 2025

A key aspect of business is managing how companies talk to their customers. To put it simply, a customer communication management (CCM) system covers all the strategies, procedures, and technologies used to create a connection between a company or business and the people who buy from them. Some key advantages include the following: 1.

Management 78

Management Analytics Metrics Technology 78

CSM Magazine

MARCH 28, 2025

Despite the important contributions they make, many customer service managers experience a nagging, internal doubt known as imposter syndrome. The demanding, fast-paced nature of customer service management can amplify these feelings. Imposter syndrome is something you can manage and ultimately overcome. The good news?

Customer Service 52

Customer Service Management Morale Feedback 52

CCNG

MARCH 12, 2025

In an age where customer expectations are high, a fast, efficient, and streamlined knowledge management system (not to be confused with a knowledge base) is more important than ever. Knowledge Management: Quality Over Quantity When it comes to knowledge management, more is not always better.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

CCNG

APRIL 3, 2025

The key is integrating AI and human expertise to drive better customer and agent experiences while managing costs effectively. Companies are streamlining operations through better workforce management, automation, and strategic outsourcing, reducing costs while maintaining high-quality service. Whats Next for CX?

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

ShepHyken

MARCH 3, 2025

While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers. It involves maintaining support centers, training staff, and investing in the technology to manage issues.

Customer retention 196

Customer retention Feedback Management Technology 196

CCNG

OCTOBER 26, 2024

Poorly managed contact center QA programs can lead to costly inefficiencies. Additionally, the lack of clear performance standards makes managing and motivating agents challenging, further impacting productivity and profitability. This inconsistency frustrates customers and drives up operational costs due to wasted resources.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

PeopleMetrics

MARCH 27, 2025

Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box.

Brand ambassadors 62

Brand ambassadors Management Customer centricity Feedback 62

ShepHyken

DECEMBER 9, 2024

” About: Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.

Feedback 187

Feedback Airlines Best practices Surveys 187

CCNG

NOVEMBER 13, 2024

As human resources become increasingly strained, AI can step in to manage routine queries, freeing up human agents to focus on more complex, high-value tasks. CCaaS vendors have attempted to stay relevant by acquiring adjacent solutions like knowledge management, workforce management, and AI capabilities.

Contact Center 195

Contact Center CCNG Technology SaaS 195

ShepHyken

APRIL 8, 2025

When owners or managers work alongside their staff, it elevates the whole team’s performance. Kindness can be the golden rule in any industry. It’s a simple yet overlooked way to enhance customer and employee interactions and build loyalty. Authentic leaders can transform a business.

Customer Experience 205

Customer Experience Morale Personalization Customer Service 205

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. A majority (81.2%) require human oversight for AI-generated content, even when using their own managed knowledge bases. Additionally, 46.9% of companies disclose AI use to customers, while 61.9%

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

ShepHyken

DECEMBER 31, 2024

” About: Michael Podolsky is the CEO and o -founder of PissedConsumer.com , a review and reputation management platform. Start reading your competitors’ issues and ask yourself how you can eliminate those problems for your company before they become issues for your customers.”

Feedback 232

Feedback Customer Service Service level Marketing 232

CCNG

NOVEMBER 27, 2024

I’ve seen remote management work extremely well with previous clients who are operating 100% remotely and maintaining thriving cultures with strong employee engagement. Groups that were assumed to be primarily comprised of CX managers and leaders agreed up to 23% less than the groups that were assumed to be mostly employees or HR managers.

CCNG 195

CCNG Employee engagement Call Center Management 195

AWS Machine Learning

NOVEMBER 22, 2024

The data mesh is a modern approach to data management that decentralizes data ownership and treats data as a product. Organizations must make sure their data assets are properly managed, secured, and compliant with regulatory requirements, while also enabling seamless access and collaboration among various teams and stakeholders.

Government 100

Government Banking Accountability Engineering 100

ShepHyken

DECEMBER 10, 2024

For leaders and managers, its important for your employees to know you have their backs. Until the customer acts in a somewhat reasonable manner, it is almost impossible to make them happy. Inform them you are there to help, but you cant until they calm down and you can do your job.

Customer Service 226

Customer Service Customer Experience Personalization Management 226

CCNG

MARCH 21, 2025

Being a call center agent sucks and it is managements fault. As a consultant, Ive worked inside over 100 companies, and I can tell you this: even companies with god-awful call center technology somehow manage to first invest in a high-functioning website to attract new customers. Those go to the prospects and new customersthe newborn.

Call Center 195

Call Center CCNG Contact Center Consulting 195

ShepHyken

OCTOBER 15, 2024

The only way to exceed the expectation is to manage a mistake. If you’ve ever been to a fancy steakhouse, you expect a higher price, but with that price comes the expectation of a good meal and a high level of service.

Customer Service 226

Customer Service Customer Experience Management 226

ShepHyken

NOVEMBER 5, 2024

Human agents will start to become relationship managers for brands. ” About: Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. .” “AI will cause jobs to shift. We should focus on helping the customer and training human agents to become a key part of relationship building.”

Customer Service 187

Customer Service Wait times Self service Technology 187

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

ShepHyken

OCTOBER 29, 2024

Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request. Make it easy and quick for them to do so.

Personalization 220

Personalization Customer Service Customer Experience Management 220

ShepHyken

FEBRUARY 12, 2025

Think Big, but Start Small : Begin AI implementation with specific, manageable customer service tasks rather than trying to overhaul everything at once. Proactive Support: If you want to impress your customers, identify issues or problems before the customer finds them. Then, tell them you did. AI can help identify these issues.

Customer Service 220

Customer Service Chatbots Feedback Personalization 220

ShepHyken

DECEMBER 23, 2024

About: Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. If you find yourself in that 80%, don’t consider yourself a laggard. We are in a digital and AI-driven world where we can leapfrog.

Customer Experience 212

Customer Experience B2C B2B Benchmark 212

ShepHyken

MARCH 11, 2025

While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience. At its core, customer service hasnt changed.

Customer Service 220

Customer Service Chatbots Self service Technology 220

ShepHyken

MARCH 17, 2025

” About: Damon Covey is the general manager of unified communications and collaboration at GoTo , an all-in-one customer experience platform powered by AI. .” “When diving into AI, focus on starting with a specific problem to solve.

Customer Service 205

Customer Service Customer Support Technology Marketing 205

ShepHyken

MARCH 24, 2025

” About: John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership , The Amazon Way , Think Like Amazon , and his latest, The Pig, The Lipstick, and The Playbook of Champions.

Customer Experience 177

Customer Experience Metrics Feedback Customer Service 177

Calabrio

MARCH 26, 2025

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. AI-driven workforce management solves this by predicting peak call times, optimizing staffing, and integrating performance-driven shift planning.

Coaching 85

Coaching Call Center Morale Analytics 85

AWS Machine Learning

NOVEMBER 7, 2024

Architecting a multi-tenant generative AI environment on AWS A multi-tenant, generative AI solution for your enterprise needs to address the unique requirements of generative AI workloads and responsible AI governance while maintaining adherence to corporate policies, tenant and data isolation, access management, and cost control.

Enterprise 116

Enterprise APIs Government Accountability 116