ShepHyken
JANUARY 14, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?
CCNG
JANUARY 29, 2025
Many organizations believe that a simple document holder or database with a search bar is a knowledge management system. Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service.
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TeleDirect
JANUARY 15, 2025
Empathy in Customer Service: A Key Differentiator for Top Call Centers in the US When evaluating the top call centers in the US , businesses often prioritize efficiency, technology, and scalability. However, one crucial factor that sets the best call centers , including the best inbound call center and best outbound call center , apart is their emphasis on empathy in customer service.
TechSee
FEBRUARY 10, 2025
At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.
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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 Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.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
JANUARY 29, 2025
In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. In 2017, these two disciplines were starting to converge. Today, thanks to AI, that convergence has accelerated in ways that I could never have imagined 8 years ago.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Bill Quiseng
FEBRUARY 12, 2025
English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.
3CLogic
JANUARY 28, 2025
When contact center solutions and customer relationship management platforms were first introduced to the market, they served distinctly different purposes. Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. Over time, CRM and CCaaS solutions have evolved to increasingly encroach into each other's spaces, resulting in overlapping features and functionalities.
Toister Performance Solutions
FEBRUARY 21, 2025
This plan will help you train employees who serve internal customers. An internal customer is anyone you serve inside your own organization. This can include several groups of coworkers: People on your team Your boss People in other departments You can also broaden it to include contractors, vendors, and other third-parties you work closely with to get your job done and ultimately serve your external customers. ( See more here. ) The training plan guides you through the Serving Internal Customer
Calabrio
FEBRUARY 24, 2025
Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.
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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.
DMG Consulting
FEBRUARY 12, 2025
2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX February 2025 DMG Consulting has conducted an annual global survey of enterprise, contact center, customer experience (CX), and IT leaders over the past decade (excluding 2019) to gain insights into business goals and technology investment plans for their servicing organizations during the next year.
ShepHyken
FEBRUARY 18, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the biggest enemy of good customer service? How can companies get better customer feedback? What should companies look for when hiring customer service employees? How can businesses move beyond customer satisfaction metrics? What role does empathy play in customer service?
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.
TeleDirect
JANUARY 7, 2025
5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system. If your team is overwhelmed, or if customers are expressing dissatisfaction, it may be time to consider implementing a call center.
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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.
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.
PeopleMetrics
JANUARY 23, 2025
When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions.
AWS Machine Learning
MARCH 18, 2025
The rise of generative AI has significantly increased the complexity of building, training, and deploying machine learning (ML) models. It now demands deep expertise, access to vast datasets, and the management of extensive compute clusters. Customers also face the challenges of writing specialized code for distributed training, continuously optimizing models, addressing hardware issues, and keeping projects on track and within budget.
A Better Answer
JANUARY 20, 2025
Staying connected with customers is more crucial than ever. Enter the game-changing solution of Virtual Receptionist Services, a blend of technology and human touch designed to manage your incoming calls with unmatched efficiency. Whether you're a bustling startup, a growing SME, or a professional juggling multiple hats, these services ensure your customer's calls never go unanswered, offering a seamless experience that mirrors the attentiveness of an in-house receptionist.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
ChurnZero
JANUARY 31, 2025
In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.
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).
CSM Magazine
FEBRUARY 6, 2025
A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is intentional and focused on improving the customer experience.Whether you’re scaling your team or improving existing operations, developing a roadmap guarantees better alignment across teams, more satisfied customers, and sustainable business growth.
Call Design
FEBRUARY 19, 2025
Workforce Planning isnt always easy and accurate forecasting can be a difficult task. Customers arent always predictable and unexpected events can happen that cause surges in call volumes. No matter how good your forecasting is, there are always going to be times when demand is greater than what you had predicted, and you dont have enough staff to handle the workload.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
ShepHyken
FEBRUARY 12, 2025
AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the
CCNG
JANUARY 15, 2025
As we enter the final month of 2024, its time to face a tough truth: the playbook that got us here wont get us where were going. For decades, organizations have clung to the comfort of best practices, those tried-and-true methods that promise safe results. But lets be real. In a world thats constantly evolving, best is usually just a nicer way of saying barely keeping up.
TeleDirect
JANUARY 7, 2025
24/7/365 Secure Call Center Service: A Game-Changer for Modern Businesses In todays competitive and fast-paced world, customers expect businesses to be available 24/7/365 regardless of time zones, holidays, or emergencies. This demand for constant availability has made 24/7/365 secure call center services a cornerstone of exceptional customer service.
TechSee
JANUARY 27, 2025
Artificial Intelligence (AI) is more than just automation; it’s about making smart decisions. That’s where AI Reasoning comes into play. Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
PeopleMetrics
JANUARY 24, 2025
In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same. CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support.
AWS Machine Learning
JANUARY 22, 2025
Amazon Bedrock Flows offers an intuitive visual builder and a set of APIs to seamlessly link foundation models (FMs), Amazon Bedrock features, and AWS services to build and automate user-defined generative AI workflows at scale. Amazon Bedrock Agents offers a fully managed solution for creating, deploying, and scaling AI agents on AWS. With Flows, you can provide explicitly stated, user-defined decision logic to execute workflows, and add Agents as a node in a flow to use FMs to dynamically inte
Outsource Consultants
FEBRUARY 18, 2025
Customer loyalty is a fragile thing. One misstep, one bad experience, and it can shatter. The stakes are high: according to a PWC study, a staggering one in three customers will abandon a brand they love after just a single negative encounter. And the hits keep coming nearly 60% will walk away after several bad experiences , even if they genuinely like the company.
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