ShepHyken

APRIL 22, 2025

I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.

Sales 223

Sales Customer Service Customer Experience 223

CCNG

APRIL 23, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. I’ve observed numerous clients struggle with several key issues: Identifying Cost Inefficiencies : Many organizations fail to pinpoint where their staffing models and processes are lacking, w

Management 195

Management Construction Customer retention Healthcare 195

ROI CX Solutions

APRIL 24, 2025

Read time: 11 min. Table of Contents Introduction Call center scripts play a vital role in enhancing agent productivity. Scripts provide structured guidance for handling customer interactions effectively, streamlining communication and reducing training time. Scripts also ensure consistency in brand voice, professionalism, and customer satisfaction.

Scripts 92

Scripts Call Center Upselling Feedback 92

TechSee

APRIL 24, 2025

There’s a painful irony at the heart of smart home innovation. Consumers invest in connected devices (cameras, doorbells, thermostats) to simplify life. But when setup goes sideways due to WiFi issues, that “smart” experience suddenly feels pretty dumb. Frustrated customers pack up the product, initiate a return, and share their disappointment online.

Upselling 109

Upselling Average Handle Time Self service First call resolution 109

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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.

Contact Center

AWS Machine Learning

APRIL 24, 2025

Customers today expect to find products quickly and efficiently through intuitive search functionality. A seamless search journey not only enhances the overall user experience, but also directly impacts key business metrics such as conversion rates, average order value, and customer loyalty. According to a McKinsey study , 78% of consumers are more likely to make repeat purchases from companies that provide personalized experiences.

Engineering 101

Engineering APIs Enterprise Accountability 101

Hodusoft

APRIL 21, 2025

Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. It is nothing dramatic but something evolutionary. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster.

Contact center software 98

Contact center software Contact Center Customer Service contact center solutions 98

Joe Rawlinson

APRIL 23, 2025

In industrial settings where chemicals, liquids and other hazardous materials are routinely handled, workplace safety isnt just a legal requirementits a business necessity. A single incident involving spills, leaks or mishandling can result in severe injury, environmental harm and costly downtime. Fortunately, many of these risks can be significantly mitigated through simple, proactive measures that any organization can adopt, regardless of size or sector.

Transportation 78

Transportation Morale Personalization Management 78

Connect

APRIL 23, 2025

Artificial intelligence ( AI ) is permeating every sphere of business as companies integrate the technology into operations to drive efficiencies and achieve scale. While implementing technologies like generative AI ( GenAI ) and large language models (LLMs) in the business can create huge opportunities for organisations, they also come with risks as they introduce new attack vectors.

Government 77

Government Telecommunications Consulting Consulting 77

AWS Machine Learning

APRIL 24, 2025

This blog post is co-written with Renuka Kumar and Thomas Matthew from Cisco. Enterprise data by its very nature spans diverse data domains, such as security, finance, product, and HR. Data across these domains is often maintained across disparate data environments (such as Amazon Aurora , Oracle, and Teradata), with each managing hundreds or perhaps thousands of tables to represent and persist business data.

Enterprise 92

Enterprise Construction Scripts APIs 92

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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.

Sales

Callminer

APRIL 24, 2025

The retail climate for 2025 is a bit uneasy. But AI is helping retailers create more fluid, personalized experiences. Learn how AI is reshaping both the customer and frontline employee experience.

Personalization 182

Personalization 182

TeleDirect

APRIL 23, 2025

Why Insurance Companies Need Specialized Call Center Services for Policyholder Support Why Insurance Companies Need Specialized Call Center Services for Policyholder Support stems from the growing demand for responsive, knowledgeable, and personalized interactions. A specialized insurance call center plays a pivotal role in delivering the seamless, high-touch experiences that policyholders expect.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

ROI CX Solutions

APRIL 22, 2025

Read Time: 9 minutes Table of Contents Introduction Learn how artificial intelligence for contact centers can power your customer support operations and elevate agent performance in this article. Discover how contact center AI assists agents on live calls, reduces training and handle time, and helps businesses better understand customer behavior. Contact ROI CX Solutions to customize your AI solutions to your business goals.

Contact Center 52

Contact Center Interactive Voice Response Call Center Coaching 52

CSM Magazine

APRIL 23, 2025

AI Chat-like support for site engineers delivers snappy native language responses based on over ten thousand pages of documentation and 6,000 site visit reports. Instro AI Solutions has announced the deployment of the Instro AI Assistant at AMADA , a global leader in sheet metal machinery, giving the company a chat-based support system combining machine documentation and engineer service records.

Engineering 52

Engineering Technical Support Feedback Management 52

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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.

Cloud contact

AWS Machine Learning

APRIL 23, 2025

Retrieval Augmented Generation (RAG) applications have become increasingly popular due to their ability to enhance generative AI tasks with contextually relevant information. Implementing RAG-based applications requires careful attention to security, particularly when handling sensitive data. The protection of personally identifiable information (PII), protected health information (PHI), and confidential business data is crucial because this information flows through RAG systems.

APIs 74

APIs Healthcare Enterprise Accountability 74

Callminer

APRIL 22, 2025

AI has long been transforming how companies engage with their customers. Read this blog for 25 AI customer experience examples and the benefits.

Customer Experience 182

Customer Experience 182

TeleDirect

APRIL 25, 2025

How to Choose the Right Call Center for Your Healthcare Practice As the healthcare industry evolves to meet the demands of modern patients, outsourcing customer communication to a healthcare call center has become a practical and strategic move. Whether you’re a small clinic, a specialty provider, or a large healthcare system, choosing the right call center for your healthcare practice can significantly impact patient satisfaction, operational efficiency, and regulatory compliance.

Healthcare 62

Healthcare Call Center Abandon rate outsourcing 62

Connect

APRIL 23, 2025

In todays fast-paced, digital-first consumer market, omnichannel contact centres have become the frontline for customer service. By Greg Jarvis , Head of Customer Success at Connect SA In the quest to deliver exceptional customer service and customer experiences (CX) that meet evolving expectations around digital engagement, operators must leverage digital transformation strategies to maintain a competitive edge.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

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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.

Contact Center

CSM Magazine

APRIL 24, 2025

When did sustainability become something we only associate with recycling bins or solar panels? The truth is, sustainability goes far beyond environmental effortsits about how businesses treat people, manage resources, and operate day to day. A companys approach to customer service and its handling of something as essential as water quality both reflect a deeper commitment to long-term success and responsibility.

Feedback 52

Feedback Technology Customer Service Management 52

AWS Machine Learning

APRIL 23, 2025

Archival data in research institutions and national laboratories represents a vast repository of historical knowledge, yet much of it remains inaccessible due to factors like limited metadata and inconsistent labeling. Traditional keyword-based search mechanisms are often insufficient for locating relevant documents efficiently, requiring extensive manual review to extract meaningful insights.

Engineering 68

Engineering Consulting Consulting Enterprise 68

Callminer

APRIL 20, 2025

Ecommerce brands are a dime a dozen in todays competitive retail landscape, but exceptional CX can be the difference between a memorable brand and one that gets lost in the shuffle. Read more.

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182

TeleDirect

APRIL 24, 2025

The Ultimate Guide to HIPAA-Compliant Call Centers for Medical and Legal Clients The Ultimate Guide to HIPAA-Compliant Call Centers for Medical and Legal Clients explores how call centers can support these highly regulated sectors by safeguarding sensitive information while delivering exceptional customer service. In todays digital-first landscape, privacy and security are not just best practicesthey are legal imperatives, especially for healthcare and legal professionals.

Call Center 62

Call Center Healthcare voip CRM 62

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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.

Contact Center

Calabrio

APRIL 23, 2025

Analytics Workforce Management Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights Jump ahead Data Is Everywhere. Insight Is Rare. Insights: The Single Source of Truth for Contact Center Performance Purposeful Innovation Across a Fully Unified WEM Suite Sentiment Analysis Gets Smarter: The Shift to GenAI Agent Enablement: The Next Frontier Automation Where It Matters: Auto QM Staying Ahead in the Moment: WFM Notifications The Power of a Connected Suit

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

CSM Magazine

APRIL 22, 2025

The 2020s marked the beginning of a work from home era, making more than 63% of companies adopt remote practices. Small businesses and enterprises started to hire dedicated remote developers for building and maintaining their digital products. They faced the need for Agile and Scrum adoption and such hurdles as remote management, planning, and communication.

Morale 52

Morale Best practices Engineering outsourcing 52

AWS Machine Learning

APRIL 24, 2025

AWS Field Experience (AFX) empowers Amazon Web Services (AWS) sales teams with generative AI solutions built on Amazon Bedrock , improving how AWS sellers and customers interact. The AFX team uses AI to automate tasks and provide intelligent insights and recommendations, streamlining workflows for both customer-facing roles and internal support functions.

Accountability 64

Accountability Sales Enterprise Surveys 64

TCN

APRIL 23, 2025

After years of planning and building on our previous virtual C3 conferences, the first in-person C3 User Conference was one to remember. TCN clients, partners and other professionals from around the world gathered at the new Black Desert Resort, near Zion National Park, for three days of exploring, adventure and learning. It goes without saying […] The post C3 2025: Recapping TCN’s First In-Person User Conference appeared first on TCN.

Personalization 59

Personalization 59

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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.

TeleDirect

APRIL 19, 2025

How 24/7 Call Center Support Enhances Patient Care in Healthcare Practices In a time where healthcare is increasingly patient-centric, offering 24/7 Call Center Support is no longer a luxuryit’s a necessity. How 24/7 Call Center Support Enhances Patient Care in Healthcare Practices is becoming a critical consideration for clinics, hospitals, and specialty providers looking to improve patient satisfaction, reduce missed opportunities, and remain competitive in the ever-evolving medical land

Healthcare 62

Healthcare Call Center Scripts Management 62

Calabrio

APRIL 23, 2025

Analytics Empowering Contact Centers with Intelligent Insights: The “Why” Behind Calabrios Conversation Intelligence Innovations Jump ahead With Customer Expectations at an All-Time High, Conversation Intelligence Matters More Than Ever The Future of Quality is Here Explore Our Latest Conversation Intelligence Features and Capabilities Enhanced, GenAI-powered Auto QM Interaction Summary Now Available for All Analytics Customers Rebuilt Sentiment Analysis Engine Powers Deeper Insights

Contact Center 52

Contact Center Coaching Engineering Analytics 52

CSM Magazine

APRIL 25, 2025

High-quality customer service is required for any business to succeed. It helps in retaining existing customers while attracting new ones through positive word-of-mouth. However, many businesses struggle to maintain exceptional customer service standards without feeling overwhelmed by their clienteles demands. Providing outstanding customer service can be demanding, requiring careful planning and execution.

Multi-channel support 52

Multi-channel support Customer Service Metrics Feedback 52