ShepHyken

JUNE 17, 2025

While this isn’t formal research, I’ve asked many people the question, “What do you think is the most common question that customers ask employees?” I made the point that this isn’t about calling customer support; it’s a people-to-people interaction. Almost everyone answers correctly: “Where’s the bathroom?” If you were asked that every day – sometimes multiple times throughout the day – at what point would you start to act frustrated with any customer who asked you that question?

Entertainment 160

Entertainment Customer Service Personalization Customer Experience 160

Contact Center Pipeline

JUNE 17, 2025

There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice. It is a provocative question, and I encourage you to ask yourself: If I were a customer calling my contact center, would I be satisfied with the experience?

Contact Center 130

Contact Center Consulting Consulting Coaching 130

TechSee

JUNE 17, 2025

Everyone wants to deploy AI. But here’s the dirty secret: most AI systems aren’t failing because the algorithms are weak. They’re failing because the data is. According to Gartner, up to 85% of AI projects fail due to poor data quality, not model design. AI can only be as smart as the information it’s fed. And in enterprise customer service, that data is often incomplete, mislabeled, or missing critical context.

Enterprise 109

Enterprise Chatbots CRM Customer Service 109

SQM Group

JUNE 17, 2025

Maximize your contact center's ROI with three proven strategies. Learn how to leverage customer insights, optimize agent performance, and invest in technology.

Contact Center 97

Contact Center Technology 97

Advertisement

The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.

AWS Machine Learning

JUNE 17, 2025

This post is co-written with Vicky Andonova and Jonathan Karon from Anomalo. Generative AI has rapidly evolved from a novelty to a powerful driver of innovation. From summarizing complex legal documents to powering advanced chat-based assistants, AI capabilities are expanding at an increasing pace. While large language models (LLMs) continue to push new boundaries, quality data remains the deciding factor in achieving real-world impact.

Government 100

Government Enterprise Engineering SaaS 100

Steve DiGioia

JUNE 17, 2025

If you ever got an annoying robocall from Credit One Bank—or even a voicemail with a prerecorded message between 2014 and 2019—you could be entitled to a payout of up to $1,000 as part of a newly announced $14 million class action settlement. The case centers around Credit One allegedly violating the Telephone Consumer Protection Act (TCPA) by placing unauthorized calls using automatic dialing systems or prerecorded messages—sometimes even to people who were never customers.

Banking 100

Banking Call Logging Accountability Finance 100

TeleDirect

JUNE 17, 2025

Why Inbound Call Centers Are Essential for Business Success Introduction Inbound call centers have become a critical component of customer service excellence in today’s hyper-competitive market. As companies focus on improving satisfaction, loyalty, and retention, inbound call centers serve as a crucial customer engagement hub, providing real-time support, resolving issues, and driving business growth.

Call Center 71

Call Center outsourcing First call resolution Abandon rate 71

AWS Machine Learning

JUNE 17, 2025

This post is cowritten with Renyu Chen and Dev Tagare from Robinhood. Robinhood has been a pioneer and disruptor in the once staid world of online brokerages. Founded in 2013, the company transformed an industry better known for gatekeeping into an open platform accessible to all. Robinhood pioneered commission-free trading, and harnessed the power of technology and intuitive design to create a seamless and engaging experience for modern investors.

Finance 74

Finance Engineering APIs Marketing 74

Global Response

JUNE 17, 2025

Read Time: 9 minutes Table of Contents Introduction The climate of customer service work is always changing, and the expectations of customers continue to evolve. Businesses have always competed to create the finest products and services, hoping to sell them at the most competitive prices. However, one competitive aspect of modern business that gets overlooked is who offers the best experience.

Customer Experience 62

Customer Experience Contact Center outsourcing CRM 62

Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive

In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.

Coaching

AWS Machine Learning

JUNE 17, 2025

Organizations manage extensive structured data in databases and data warehouses. Large language models (LLMs) have transformed natural language processing (NLP), yet converting conversational queries into structured data analysis remains complex. Data analysts must translate business questions into SQL queries, creating workflow bottlenecks. Amazon Bedrock Knowledge Bases enables direct natural language interactions with structured data sources.

APIs 109

APIs Engineering Government Management 109

Steve DiGioia

JUNE 17, 2025

Many Alaskans were gearing up for a repeat of last year’s $1,702 Permanent Fund Dividend, but this June, that number is getting a major haircut. Thanks to a tense legislative session and ongoing budget battles, the 2025 payout has been trimmed to $1,112 per person, with the first round of checks and deposits hitting accounts on June 18. This dramatic cut reflects a compromise between lawmakers aiming to protect the state’s budget reserve while still delivering some form of relief to residents.

Transportation 130

Transportation Banking Accountability Personalization 130

Balto

JUNE 17, 2025

If your contact center has been looking for a way to analyze previously-recorded calls with Balto’s AI—this is the update you’ve been waiting for. With the full release of post-call audio ingestion , contact center leaders can now upload recorded calls for analysis and reporting, unlocking all the rich insights Balto offers, even for conversations not originally processed through Balto’s real-time functionality.

Coaching 52

Coaching Contact Center Analytics Engineering 52

Steve DiGioia

JUNE 17, 2025

Alaska residents are about to see a $1,702 deposit hit their bank accounts or mailboxes starting Wednesday, June 18, and if you’re one of the thousands approved for the state’s annual Permanent Fund Dividend (PFD), you’re in for a big summer bonus. While some are calling this a “stimulus-style” payment, it’s actually a guaranteed share of Alaska’s oil revenue—an annual cash payout that’s especially important in a time of high costs and inflation.

Banking 130

Banking Accountability Transportation Finance 130

Advertisement

IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

SaaS

Balto

JUNE 17, 2025

If your contact center has been looking for a way to analyze previously-recorded calls with Balto’s AI—this is the update you’ve been waiting for. With the full release of post-call audio ingestion , contact center leaders can now upload recorded calls for analysis and reporting, unlocking all the rich insights Balto offers, even for conversations not originally processed through Balto’s real-time functionality.

Coaching 52

Coaching Contact Center Analytics Engineering 52

CSM Magazine

JUNE 17, 2025

Sabio’s Stuart Dorman addresses the UK National Contact Centre Awards Sabio Group is delighted to congratulate several of its customers on their outstanding successes at the UK National Contact Centre Awards. Sabio’s clients secured an impressive array of wins across numerous categories, demonstrating excellence in customer service, operational management, and innovation.

Consulting 52

Consulting Consulting Technology Customer Service 52

Steve DiGioia

JUNE 17, 2025

Social media is exploding with claims that a new $2,000 fourth stimulus check is just around the corner—but before you start checking your bank account, here’s the hard truth: there is no official stimulus approved or in motion as of June 2025. Despite hundreds of YouTube videos, TikToks, and clickbait blog posts hyping up a massive payout, Congress has not passed any law authorizing another round of direct federal payments.

Government 130

Government Banking Accountability Personalization 130

Concentrix

JUNE 17, 2025

Skip to content Careers English Search Blog Keep it Clean: Achieving Accurate Data for AI Implementations AI has been picking up steam over the past few years as more companies rush to adopt intelligent solutions to tackle challenges related to productivity and a lack of dedicated resources for business initiatives. A generic, one-size-fits-all tool sounds tempting, but to make your business sing, you need a solution that can take the quality of your data sets into account.

Automotive 48

Automotive Transportation Government Banking 48

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

Steve DiGioia

JUNE 17, 2025

A $1,702 payment is landing in bank accounts starting Wednesday, June 18, 2025, and if you’re a resident of Alaska, this could be a much-needed boost right as summer begins. Many are calling it a “stimulus-style” check, but here’s the real story: it’s Alaska’s annual Permanent Fund Dividend (PFD), and it’s paying out big this year. If you filed on time and meet eligibility requirements, your money is coming soon.

Transportation 100

Transportation Banking Accountability Personalization 100

NobelBiz

JUNE 17, 2025

In 2025, outbound call performance depends heavily on number reputation. Flagged or blocked numbers lead to missed connections, reduced trust, and lost revenue. Phone number remediation offers a proactive way to fix these issues through automated monitoring, number rotation, and carrier compliance—making it an essential safeguard for any contact center.

Contact Center 40

Contact Center Call Center Abandon rate Cloud contact 40

Provide Support

JUNE 17, 2025

You should be careful while using emojis at work.

Best practices 40

Best practices 40

CSM Magazine

JUNE 17, 2025

LinkedIn carousels pull in three times more engagement than standard single-image posts, which explains why competent professionals are jumping on this format. The catch ? Most people freeze up when it comes to actually designing something that looks decent. That’s where AI enters to level the playing field. With these tools, you don’t have to take years to learn design to get carousels done.

Construction 52

Construction Consulting Consulting Marketing 52

Advertisement

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

Contact Center

CSM Magazine

JUNE 17, 2025

The rapid evolution of generative AI, ranging from large language models (LLMs) to image and audio generators, has brought with it a new set of infrastructure demands. These models require massive computational power, fast I/O, scalable storage, and efficient networking to function at scale. As workloads grow, optimizing cloud infrastructure becomes not just a technical preference but a business imperative.

Benchmark 52

Benchmark Scripts Analytics Customer Service 52