ShepHyken

JUNE 10, 2025

Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?” I call this the Bathroom Experience , a powerful metaphor for how seemingly minor details can dramatically impact customers’ perceptions of a business.

Customer Experience 196

Customer Experience Customer Service Management 196

Callminer

JUNE 11, 2025

Read this blog to learn which obstacles agents encounter and how AI tools help them at each stage of their work, as well as what organizations should think about when deploying AI solutions.

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Beyond Philosophy

JUNE 7, 2025

Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for y

Chatbots 221

Chatbots Consulting Consulting Marketing 221

Contact Center Pipeline

JUNE 5, 2025

Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more likely to provide exceptional customer service, directly impacting your brand’s reputation.

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Employee engagement Contact Center Customer Service Gamification 130

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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

TeleDirect

JUNE 6, 2025

Inbound Call Center Metrics You Should Track (and Why They Matter) Introduction Running an inbound call center without performance tracking is like flying blind. Whether you’re handling customer service, technical support, or lead intake, tracking the right metrics—often referred to as key performance indicators (KPIs)—is essential for operational success.

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Call Center Metrics Abandon rate Benchmark 96

ShepHyken

JUNE 9, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does customer segmentation impact how customer experiences are designed? How can businesses navigate conflicts between different customer groups seeking unique experiences? In what ways do ideological differences between customers influence brand experience?

Feedback 177

Feedback Customer Experience Management Marketing 177

Callminer

JUNE 9, 2025

Explore AI-driven conversation automation and virtual agents reshaping contact centers for faster, personalized, and consistent customer support with enhanced workforce efficiency.

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Virtual Agent Contact Center Customer Support Personalization 182

Contact Center Pipeline

JUNE 11, 2025

I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1, 2, and 3.” In Part 3, he discusses the famous metric first call/contact resolution (FCR) and how it is usually not captured by ACD or contact center-as-a-service (CCaaS) systems.

Contact Center 130

Contact Center Metrics Call Center Management 130

TeleDirect

JUNE 6, 2025

Why U.S.-Based Call Centers Outperform Offshore Competitors Introduction Outsourcing customer service to U.S.-based call centers can be a smart move for businesses looking to reduce costs and increase efficiency. But when it comes to choosing between U.S.-based and offshore call centers, quality, compliance, and customer satisfaction often hang in the balance.

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Call Center Healthcare First call resolution Finance 111

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.

Sales

TechSee

JUNE 6, 2025

In the span of just a few quarters, Visual Agentic AI has gone from emerging category to essential enterprise investment. And TechSee is at the heart of it. Since September 2024, TechSee has accelerated from powerful proof to market leader, making the visual layer a non-negotiable part of customer service strategies for Fortune 500s, telecom giants, and smart home innovators alike.

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Scripts Enterprise Metrics Marketing 109

ShepHyken

JUNE 8, 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. Marketers Underestimate How Loyal Customers Are and Don’t Understand What Drives Their Loyalty by Adrian Swinscoe (CustomerThink) We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer

Customer Service 177

Customer Service Feedback Customer centricity Customer Experience 177

SQM Group

JUNE 10, 2025

Post-Call CSat Prediction QA model Login Blog Auto QA my SQM™ - Auto QA Analytics Solution Our Auto QA analytics solution uses AI to evaluate 100% of the calls. my SQM™ auto QA tool provides ROI of up to 600% and improve customer satisfaction scores, reducing repeat calls by up to 40%. Learn More Auto QA Overview Auto QA Personalized Intelligence Rewards & Recognition Agent Self-Coaching CX Benchmarking Agent Self-Training Business Case my.SQM™ vs.

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First call resolution Benchmark Scripts Coaching 100

Contact Center Pipeline

JUNE 10, 2025

In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered. Outstanding customer experience (CX) starts with the most important aspect of a contact center: human agents. Agents are the heart of any good CX strategy.

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Contact Center Average Handle Time Customer Experience Customer effort 130

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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

JUNE 9, 2025

Voice AI is transforming how we interact with technology, making conversational interactions more natural and intuitive than ever before. At the same time, AI agents are becoming increasingly sophisticated, capable of understanding complex queries and taking autonomous actions on our behalf. As these trends converge, you see the emergence of intelligent AI voice agents that can engage in human-like dialogue while performing a wide range of tasks.

APIs 105

APIs Best practices Transportation SaaS 105

TechSee

JUNE 10, 2025

Customer service isn’t just a cost center—it’s a differentiator. And in 2025, ADT is proving what’s possible when innovation meets intentionality. With over 2.6 million virtual sessions completed and industry-leading customer satisfaction, ADT didn’t just win a Stevie Award for innovation in customer service—they set a new benchmark for what modern support can look like.

Benchmark 109

Benchmark Scripts Customer centricity Customer Service 109

Lumoa

JUNE 5, 2025

Netigate Product News for May 2025 Hey First name ! Lovely seeing you again, back with more exciting Netigate updates! We have had a doozy of a month, with lots of features that we think will make Netigate better for you. Let’s get started! New Look, Same News We’ve updated the look and feel of the Product News to better align with our new product offering.

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Analytics Feedback 78

Outsource Consultants

JUNE 5, 2025

In our latest episode of the OC CX Impact Series, Outsource Consultants’ Tom Luther sat down with Chloe Duckworth, Co-Founder and CEO of Valence AI, to explore a seismic shift happening in CX: the rise of tonal and emotional intelligence as a performance lever. From the outdated five-call-per-agent model to real-time tone-matching and emotion-aware IVRs, this episode offered a fast-paced, deeply human look at how next-gen AI is driving better outcomes—not just for customers, but for agents and B

Contact Center 67

Contact Center Interactive Voice Response Coaching outsourcing 67

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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

Contact Center Pipeline

JUNE 12, 2025

The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and generating strong business outcomes, now. Its growing importance in contact centers has made AI the holy grail for achieving customer experience (CX) automation.

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Self service Contact Center Customer Experience Chatbots 130

AWS Machine Learning

JUNE 9, 2025

This is a guest post co-authored by Evan Miller, Noah Kershaw, and Valerie Renda of Kepler Group At Kepler , a global full-service digital marketing agency serving Fortune 500 brands, we understand the delicate balance between creative marketing strategies and data-driven precision. Our company name draws inspiration from the visionary astronomer Johannes Kepler, reflecting our commitment to bringing clarity to complex challenges and illuminating the path forward for our clients.

Enterprise 88

Enterprise Analytics Accountability Government 88

Global Response

JUNE 10, 2025

Read Time: 7 minutes Table of Contents Introduction As businesses grow, in-house customer service becomes more and more challenging to manage. Between time, staffing, expertise, equipment, and infrastructure, running an in-house customer service operation is a major investment that can easily divert resources and attention from core business functions, which is precisely why many businesses often choose to outsource customer service.

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outsourcing Customer Service Call Center Technical Support 62

Lumoa

JUNE 5, 2025

Lumoa Product News for April 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Ask AI Filter Recognition Ask AI can now tell you a list of all Filters its able to see! This will, in the vast majority of times, just be a list of all the background variables associated with your data.

APIs 78

APIs Analytics Management 78

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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

SharpenCX

JUNE 9, 2025

Discover how AI call center software transforms healthcare operations by automating appointment scheduling, reducing wait times, delivering real-time analytics, and integrating with EHR systems, enhancing patient satisfaction and staff efficiency.

call center solutions 67

call center solutions Healthcare Call Center call center software 67

CX Journey

JUNE 11, 2025

A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.

Customer Experience 60

Customer Experience Calibration Journey mapping Morale 60

PeopleMetrics

JUNE 8, 2025

What Gen Z and Millennials really want (and why most companies miss the mark) Gen Z and Millennials aren’t just looking for a product to buy or a place to work. They’re looking for alignment. Alignment with their values, their emotional wellbeing, and their financial situation. Loyalty isn’t about perks anymore for these generations. It’s about emotional ROI.

Marketing 62

Marketing Surveys Personalization Management 62

AWS Machine Learning

JUNE 11, 2025

Adobe Inc. excels in providing a comprehensive suite of creative tools that empower artists, designers, and developers across various digital disciplines. Their product landscape is the backbone of countless creative projects worldwide, ranging from web design and photo editing to vector graphics and video production. Adobe’s internal developers use a vast array of wiki pages, software guidelines, and troubleshooting guides.

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Engineering Metrics APIs Technical Support 67

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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

Technology

Steve DiGioia

JUNE 10, 2025

If you’re collecting Social Security, there’s some exciting news to kick off your summer. June 2025 is delivering some of the highest Social Security payments in U.S. history, with many beneficiaries now receiving close to—or even over—$2,000 per month. Thanks to the massive 8.7% Cost-of-Living Adjustment (COLA) that kicked in earlier this year, retirees, SSDI recipients, and SSI beneficiaries are all seeing significantly larger checks in their bank accounts.

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Banking Healthcare Accountability Finance 130

CSM Magazine

JUNE 10, 2025

When you’re managing multiple franchise units in a competitive marketplace, delivering consistent and outstanding customer service becomes even more critical. But how do you go from simply “good enough” to “outstanding”? This guide dives into practical, effective strategies for franchise owners to elevate their customer care game.

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Customer Care Wait times Best practices Scripts 52

ChurnZero

JUNE 6, 2025

If your customer success strategy is still centered around catching churn in real time, you’re behind. In 2025, the top customer leaders are engineering retention by building systems that detect risk early, reinforce value continuously, and empower every team member to act. While reactive “saves” will always matter, they’re no longer enough when your CFO wants revenue predictability and AI-powered competitors are reaching your customers faster than ever.

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Customer retention Journey mapping Benchmark SaaS 52