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 230

Customer Experience Customer Service Management 230

AWS Machine Learning

JUNE 10, 2025

AI agents are transforming the landscape of customer support by bridging the gap between large language models (LLMs) and real-world applications. These intelligent, autonomous systems are poised to revolutionize customer service across industries, ushering in a new era of human-AI collaboration and problem-solving. By harnessing the power of LLMs and integrating them with specialized tools and APIs, agents can tackle complex, multistep customer support tasks that were previously beyond the reac

Customer Support 115

Customer Support APIs Metrics Management 115

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.

Contact Center 130

Contact Center Average Handle Time Customer Experience Customer effort 130

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.

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Benchmark Scripts Customer centricity Customer Service 109

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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.

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 97

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.

outsourcing 62

outsourcing Customer Service Call Center Technical Support 62

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.

Banking 130

Banking Healthcare Accountability Finance 130

PeopleMetrics

JUNE 10, 2025

They don’t want to be managed. They want to be mentored, inspired, and heard. Gen Z and Millennials aren’t just reshaping what it means to be a consumer. They’re also rewriting the rules of leadership. These generations grew up with access to information, constant feedback loops, and communities that reflect their values. They’ve been empowered to speak up, ask why, and challenge outdated systems.

Management 62

Management Coaching Construction Marketing 62

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.

Customer Care 52

Customer Care Wait times Best practices Scripts 52

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

Steve DiGioia

JUNE 10, 2025

In a move that’s making headlines across the Golden State, California is officially launching monthly stimulus-style payments to thousands of low- and middle-income families beginning this June. With checks ranging from $500 to $1,100 per month, and a special $725/month pilot program already rolling out in Sacramento, this could be the biggest direct cash relief since the pandemic-era federal checks.

Transportation 130

Transportation Government Banking Accountability 130

CSM Magazine

JUNE 10, 2025

Growth is exciting. It means your business is working. More customers are showing up. Sales are climbing. But there’s one part that gets tricky fast—customer care. If you’re not ready, things can break. Fast. People want fast help; they want clear answers. They want someone to fix things when they go wrong. As your customer list grows, so does the need for solid support.

Customer Care 52

Customer Care outsourcing Sales Customer Service 52

Steve DiGioia

JUNE 10, 2025

If you thought the stimulus checks were long gone, think again. The IRS just revealed it’s sending surprise $1,400 payments to nearly 1 million Americans who were supposed to get them back in 2021—but never did. No, this isn’t a new round of relief, but if you missed out on the third stimulus payment, this might be your last shot to claim it. And yes, time is running out.

Banking 130

Banking Government Accountability Personalization 130

ROI CX Solutions

JUNE 10, 2025

Benefits of help desk support solutions include improved customer satisfaction, boosted efficiency, reduced downtime, enhanced issue tracking, lower operational costs, and 24/7 support—all contributing to smoother operations and better customer experiences. Read time: 5 minutes Table of Contents Introduction Organizations across industries rely on help desk support services for a variety of reasons including: Resolving technical issues Increasing efficiency Assisting customers Companies

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outsourcing Technical Support Technology Accountability 52

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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

Steve DiGioia

JUNE 10, 2025

If you’re a beneficiary of Social Security Disability Insurance (SSDI), Supplemental Security Income (SSI), or VA disability benefits, June 2025 could bring a rare financial boost. Thanks to the way payment schedules align this month, some Americans could receive three separate government checks, adding up to thousands of dollars—all within a few weeks.

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Government Banking Accountability Finance 130

CSM Magazine

JUNE 10, 2025

Manual spreadsheets were never built for scale. Still, you’re flipping through tabs, fixing broken formulas, and wrestling with cells just to show what’s getting done. It’s tedious. And when clients ask for answers faster than you can produce them, the pressure kicks in. You’re trying to manage a remote team and protect revenue, not babysit documents.

Metrics 52

Metrics Management Customer Service 52

Steve DiGioia

JUNE 10, 2025

If you’re receiving Social Security Disability Insurance (SSDI), June 2025 could bring your biggest check ever—but only if you meet the right conditions. The Social Security Administration (SSA) has confirmed that SSDI payments are being released this month, with some beneficiaries eligible for up to $4,018. Yes, you read that right—nearly $4,000 in one monthly deposit.

Accountability 130

Accountability Management Finance 130

CSM Magazine

JUNE 10, 2025

In today’s service-driven economy, customer experience (CX) is more than a support function—it’s a competitive differentiator. While customer service and marketing have traditionally operated in silos, modern businesses are recognising the value in unifying these departments. Aligning digital marketing with customer service can lead to more personalised engagement, stronger brand consistency, and ultimately, happier customers.

Marketing 52

Marketing Customer Experience Advertising Scripts 52

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

DMG Consulting

JUNE 10, 2025

Conversational AI: Automation with a Human Touch June 2025 The conversational artificial intelligence (CAI) self-service and agent augmentation sector is experiencing brisk growth due to the convergence of rapidly improving technology and socio/economic events. Agentic AI is currently the CAI segment’s favorite technology as vendors invest to enhance these solutions’ autonomous decision-making, automation capabilities, and effectiveness.

Interactive Voice Response 48

Interactive Voice Response Self service Transportation Enterprise 48

Customer Think

JUNE 10, 2025

Traditional B2B customer surveys are rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding.

B2B 60

B2B Surveys Analytics 60

AWS Machine Learning

JUNE 10, 2025

Customers are increasingly using generative AI to enhance efficiency, personalize experiences, and drive innovation across various industries. For instance, generative AI can be used to perform text summarization, facilitate personalized marketing strategies, create business-critical chat-based assistants, and so on. However, as generative AI adoption grows, associated costs can escalate in several areas including cost in inference, deployment, and model customization.

Best practices 92

Best practices APIs Engineering Metrics 92

VirtualPBX

JUNE 10, 2025

Faxing may sound like a thing of the past, but for many businesses, it’s still essential. Whether you’re sending legal contracts, medical records, or sensitive financial documents, faxing remains a secure and compliant method for communication. But what if your office doesn’t have a traditional phone line? Good news: You can fax without a landline , and AirDial by VirtualPBX is the solution that makes it possible.

voip 59

voip Finance Consulting Consulting 59

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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

AWS Machine Learning

JUNE 10, 2025

E.ON —headquartered in Essen, Germany—is one of Europe’s largest energy companies, with over 72,000 employees serving more than 50 million customers across 15 countries. As a leading provider of energy networks and customer solutions, E.ON focuses on accelerating the energy transition across Europe. A key part of this mission involves the Smart Energy Solutions division, which manages over 5 million smart meters in the UK alone.

Engineering 70

Engineering Metrics Wait times Consulting 70

Customer Think

JUNE 10, 2025

Most loyalty programs still follow a basic format: customers make purchases, accumulate points, and receive occasional rewards. But these systems largely ignore the emotional and contextual dimensions of the customer journey. According to recent surveys, over 70% of customers say they don’t feel emotionally connected to the brands whose loyalty programs they’re a part of.

Surveys 45

Surveys Enterprise Technology 45

FluentStream

JUNE 10, 2025

We’re thrilled to share that FluentStream has been named the winner of not one, but two major industry honors: the 2025 Unified Communications Product of the Year Award and the 2025 Internet Telephony Product of the Year Award. These awards. Read More The post FluentStream Wins Dual Industry Awards for Innovation in Business Communications appeared first on FluentStream.

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ConvergeOne

JUNE 10, 2025

Compare C1 vs. traditional healthcare compliance partners and learn why C1’s integrated services and tech stack lead the industry.

Healthcare 52

Healthcare 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

Customer Think

JUNE 10, 2025

Creative Commons Photo by: JEShoots I often find myself explaining the freelance customer service and sales model and comparing it to a more traditional contact center environment. How does a more flexible and agile environment actually lead to more committed team members?

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Contact Center Sales Management Customer Service 45

NobelBiz

JUNE 10, 2025

Call-back technology transforms the traditional contact center experience by letting callers opt out of queues while retaining their place, triggering an automated return call when an agent is available; this not only slashes perceived hold times and abandonment rates but also empowers agents to handle interactions calmly—while advanced features like intelligent routing, cloud-native integration, and LocalTouch ’s area-code matching ensure seamless scalability, high uptime, and robust compliance

Contact Center 40

Contact Center Abandon rate Wait times Call Center 40

JustCall

JUNE 10, 2025

This news from JustCall is truly personal — JustCall just hit one billion customer conversations and we couldn’t have done it without you. When we started this journey nine years ago, we just wanted to make business calls easier. No big plans, no fancy roadmap. Just a handful of customers and the belief that doing right by our customers was all we needed to do.

Enterprise 40

Enterprise Personalization 40