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

AWS Machine Learning

JANUARY 28, 2025

Ultimately, this systematic approach to managing models, prompts, and datasets contributes to the development of more reliable and transparent generative AI applications. MLflow is an open source platform for managing the end-to-end ML lifecycle, including experimentation, reproducibility, and deployment.

Management 107

Management APIs Engineering Metrics 107

Toister Performance Solutions

MARCH 29, 2025

This plan will help you train employees to effectively manage customer expectations. Expectation management helps customers avoid unpleasant surprises. Access to Customer Service: Managing Customer Expectations for all participants. What can happen if we don't effectively manage expectations in these situations?

Management 82

Management Education Coaching Best practices 82

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 115

Engineering Management APIs Healthcare 115

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

TeleDirect

APRIL 30, 2025

The Role of Call Centers in Managing Crisis Communication for Businesses Introduction In today’s unpredictable world, call centers play a pivotal role in helping businesses navigate crises that come in many formsnatural disasters, data breaches, product recalls, pandemics, cyberattacks, and PR scandals.

Call Center 62

Call Center Management Scripts Healthcare 62

Calabrio

APRIL 29, 2025

Workforce Management Built for Care: Why Workforce Management Is Critical to Healthcare’s Next Chapter Inside the growing healthcare WFM marketand why scalable, intelligent staffing is now mission-critical for health systems. Now is the time to reimagine workforce management for a smarter, more resilient future.

Healthcare 69

Healthcare Management Wait times Contact Center 69

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 200

Customer retention Feedback Management Technology 200

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

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

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 190

Feedback Airlines Best practices Surveys 190

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

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 236

Feedback Customer Service Service level Marketing 236

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 168

Chatbots Contact Center Self service Customer Experience 168

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 230

Customer Service Customer Experience Personalization Management 230

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 99

Government Banking Accountability Engineering 99

ShepHyken

APRIL 21, 2025

Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen. As a result, it can take action without constant human assistance.

Customer Experience 180

Customer Experience B2C Analytics B2B 180

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 230

Customer Service Customer Experience Management 230

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 190

Customer Service Wait times Self service Technology 190

CCNG

MAY 7, 2025

And in the world of customer experience, managing expectations is just as importantmaybe more sothan delivering excellence. Suddenly, my generous dad move felt…meh. Customer satisfaction isnt a box you check. Its a moving target, a psychological game, and a race against expectation inflation. Good luck out there.

CCNG 195

CCNG Government Wait times Call Center 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 223

Personalization Customer Service Customer Experience Management 223

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

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 223

Customer Service Chatbots Feedback Personalization 223

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 208

Customer Experience Morale Personalization Customer Service 208

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 216

Customer Experience B2C B2B Benchmark 216

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 223

Customer Service Chatbots Self service Technology 223

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 208

Customer Service Customer Support Technology Marketing 208

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

Callminer

SEPTEMBER 8, 2023

Bruce McMahon, VP of Product Management, shares updates from the 2023.09 release including enhancements to bulk export API capabilities, giving customers even more control over their data.

APIs 402

APIs Management 402