ShepHyken
APRIL 21, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?
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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TeleDirect
APRIL 18, 2025
How After-Hours Call Center Services Keep Legal and Medical Clients Connected In todays always-on world, how After-Hours Call Center Services Keep Legal and Medical Clients Connected is no longer a convenienceits a necessity. Clients expect more than traditional 9-to-5 service. This is especially true in high-stakes industries like law and healthcare, where time-sensitive needs can arise at any moment.
ROI CX Solutions
APRIL 15, 2025
Read Time: 8 min. Table of Contents Introduction Effective customer service is built on agent ability to manage and de-escalate difficult situations. Mastering de-escalation techniques is essential for improving customer satisfaction, reducing churn, and protecting your brand’s reputation. By addressing customer frustrations with empathy and professionalism, businesses can turn negative experiences into positive interactions.
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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.
CSM Magazine
APRIL 18, 2025
Is your business choosing to manage tickets directly through Slack? Using a ticketing system for Slack allows you to resolve customer issues without leaving your communication platform. This piece will guide you through the best that Slack has to offer when it comes to support through internal and external tools or integrations that will not only boost but also streamline your support team operations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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.
TeleDirect
APRIL 16, 2025
Top 7 Features to Look for in a Medical Call Center Service Choosing the right medical call center can significantly enhance your healthcare customer service and operational efficiency. From appointment scheduling to HIPAA compliance, a well-equipped call center is more than just a voice on the other end of the lineit’s a vital extension of your practice.
Comm100
APRIL 15, 2025
Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity.
CSM Magazine
APRIL 18, 2025
Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction. Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships.
Advertiser: ZoomInfo
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.
ChurnZero
APRIL 18, 2025
Customer success leaders everywhere are exhausted. Its not surprising, but what can we do about it? It often comes down to mindset and confidence, says customer success expert and founder of Provan Success, Rachel Provan. The more we overwork and people-please, the less we lead, says Rachel. True leadership requires confidence, strategic thinking, and boundaries.
Calabrio
APRIL 15, 2025
Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.
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
Comm100
APRIL 15, 2025
We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.
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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.
CSM Magazine
APRIL 18, 2025
Protect+ empowers businesses to make informed decisions on how inbound calls are treatedso that ‘only the good calls’ reach its agents. First Orion, a leader in branded communication solutions, today announced the launch of Protect+ Risk Detection , a data-driven, signal-responsive AI solution for inbound spam and scam call protection that empowers businesses to make informed decisions on how inbound calls are treated so that only the good calls reach its agents.
MiaRec
APRIL 21, 2025
Tracking churn risk has long been one of the toughestand most criticalchallenges for CX and Operations leaders. Numerous statistics highlight the importance of reducing customer churn. One in particular never ceases to amaze me as a former contact center manager: A study by Bain & Company shows that increasing customer retention rates by just 5% can increase profits by 25% to 95%.
Interaction Metrics
APRIL 17, 2025
Qualtrics is the industry standard for customer experience surveys. But that doesnt mean its the right fit for everyone. If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features youll never use. The interface is dense, the support may not be as responsive as you need, and the learning curve is steep.
Cincom
APRIL 15, 2025
What is Customer Experience Management (CXM)? The customer experience management definition extends beyond traditional customer serviceit is an enterprise-wide strategy that integrates AI, automation, and real-time analytics to optimize every interaction across digital and physical touchpoints. CXM enables businesses to deliver hyper-personalized, context-aware experiences at scale by leveraging data-driven insights and predictive modeling.
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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.
SQM Group
APRIL 15, 2025
Let's explore some of the most common misconceptions about Csat in the call center environment.
Concentrix
APRIL 21, 2025
A Testament to Technology First Solutions Driving Innovation and Client Value NEWARK, Calif.
SharpenCX
APRIL 22, 2025
Facing Genesys PureConnect end-of-life? Learn how to migrate VXML applications without disruption. Discover Sharpens cloud-native, VXML-compatible contact center platform for a seamless transition.
Avoxi
APRIL 16, 2025
8 Twilio Alternatives: Compare Cloud Communication Tools (2025) Twilio has long been a go-to platform for cloud communications, offering application programming interfaces (APIs) for SMS, voice, video, and authentication. Businesses worldwide rely on it to power customer interactions, automate messaging, and streamline workflows. However, Twilio isnt the perfect fit for everyone.
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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.
Help Scout
APRIL 18, 2025
A solid technical implementation is necessary for security, but tools alone do not make a good security program. Learn how we take a people-first approach to security to keep data safe at Help Scout.
AnswerConnect
APRIL 22, 2025
Discover how being listed as Open 24/7 can improve your visibility in Googles local search results. Learn why it matters - and how AnswerConnect makes it possible. The post Google now ranks businesses higher if they’re Open 24 hours: Here’s how to take advantage appeared first on AnswerConnect Blog.
Concentrix
APRIL 18, 2025
Discover how Concentrix guided a leading streaming platform in selecting actionable AI use cases in media and entertainment.
SharpenCX
APRIL 18, 2025
Discover the right and wrong ways to use AI in your contact center. Learn how to balance automation with human connection to enhance customer experiences. Explore AI-driven insights, intelligent call routing, and agent support tools with Sharpens cloud-native platform.
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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.
Avoxi
APRIL 16, 2025
5 Best SIP Trunk Providers UK for Global Enterprises (2025) Traditional phone systems are often costly, inflexible, and insecure. As the UK's 2025 Public Switched Telephone Network/Integrated Services Digital Network (PSTN/ISDN) switch-off approaches, finding a dependable Session Initiation Protocol (SIP) trunk provider is critical. This modern solution provides international coverage, enhances call quality, and bolsters… The post 5 Best SIP Trunk Providers UK for Global Enterprises (2025)
Help Scout
APRIL 17, 2025
Telling the Help Scout story is a big responsibility. Learn how (and why) we're working to amplify more employee voices in our content.
CSM Magazine
APRIL 22, 2025
The online learning market was valued at USD 299+ billion in 2024 and is expected to grow at a 19% CAGR by 2030. The industry allows anyone interested to re-skill, up-skill, or take a career detour without ever leaving their kitchen table. While everyone takes on online learning for the course content, the process itself teaches a surprising range of soft skills that unexpectedly proved useful in customer service.
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