ShepHyken
APRIL 13, 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. Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation.
Connect
APRIL 14, 2025
As developments in artificial intelligence ( AI ) advanced, the technology has become more than just a buzzword in the business world. Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.
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Balto
APRIL 12, 2025
At first glance, reviewing just 200 calls might seem too smallespecially when your contact center handles thousands (or millions) of them every month. But Balto chose this number for a reason. A randomly selected sample of 200 calls is a fast, statistically sound way to uncover what truly matters in your conversationswithout spending hours combing through endless recordings.
Concentrix
APRIL 14, 2025
The Assembly Hollywood | ACAMS Connect with us at booth #20 Join us at The Assembly Europe 2025 by ACAMS, the global anti-financial crime conference series. Be prepared for whats next.
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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.
NobelBiz
APRIL 15, 2025
Customers dont remember if your agent followed the script. They remember how the conversation made them feel. If your training focuses only on avoiding mistakes, youre missing the chance to build real trust. Key Takeaways Connection Over Compliance: Traditional script-based training prioritizes error avoidance, but fails to create meaningful customer connections.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
APRIL 14, 2025
Large language models (LLMs) have raised the bar for human-computer interaction where the expectation from users is that they can communicate with their applications through natural language. Beyond simple language understanding, real-world applications require managing complex workflows, connecting to external data, and coordinating multiple AI capabilities.
TMP Direct
APRIL 14, 2025
In todays fast-paced business landscape, organizations are continuously evolving to optimize their operations and enhance efficiency. Traditional Business Process Outsourcing (BPO) has long been the go-to model for cost-effective process management, but the rise of AI and automation is shifting the focus towards Business Transformation Outsourcing (BTO).
CSM Magazine
APRIL 14, 2025
Creating engaging content isn’t just about what you share it’s about when and how you share it. A well-planned content calendar serves as your roadmap to success, helping you deliver the right message at the right time to captivate your audience. Think of your content calendar as a strategic powerhouse that drives twice the engagement compared to ad-hoc posting.
Vistio
APRIL 14, 2025
It’s already a cliche to say that AI will be a game-changer for contact centers, but as many early adopters have learned the hard way, its not a cure-all. For all the improvements AI has already made in the world of CX, there are just as many stories of AI falling short of expectations and eroding trust in brands. So let’s break down what AI can realistically handle today, what still requires a human touch, and how to future-proof your CX strategy by blending the best of both worlds.
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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.
AWS Machine Learning
APRIL 14, 2025
Generative AI enables us to accomplish more in less time. Text-to-SQL empowers people to explore data and draw insights using natural language, without requiring specialized database knowledge. Amazon Web Services (AWS) has helped many customers connect this text-to-SQL capability with their own data, which means more employees can generate insights.
The Petrova Experience
APRIL 14, 2025
In our customer experience consulting engagements with organizations from travel and transportation to corporate environments, we see the same six challenges to delivering seamless customer experiences. The struggle to deliver experiences that meet and exceed customer expectations across these six fronts threaten the CX-ROI connection necessary to shift customer experience from a cost center to a revenue driver.
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