ShepHyken
MARCH 19, 2025
Valentines Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. Ive written a number of articles about customer and employee gifts onValentines Day and other obvious gift-giving holidays. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards.
AWS Machine Learning
MARCH 19, 2025
As we gather for NVIDIA GTC, organizations of all sizes are at a pivotal moment in their AI journey. The question is no longer whether to adopt generative AI, but how to move from promising pilots to production-ready systems that deliver real business value. The organizations that figure this out first will have a significant competitive advantageand were already seeing compelling examples of whats possible.
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CSM Magazine
MARCH 19, 2025
The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Traditionally, companies have relied on human translators or multilingual support teams, but these methods are costly, slow, and difficult to scale.
AWS Machine Learning
MARCH 19, 2025
Generative AI is rapidly transforming the modern workplace, offering unprecedented capabilities that augment how we interact with text and data. At Amazon Web Services (AWS), we recognize that many of our customers rely on the familiar Microsoft Office suite of applications, including Word, Excel, and Outlook, as the backbone of their daily workflows.
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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
MARCH 19, 2025
Have you ever spent 45 minutes on hold just to ask a simple question? These days are fading as conversational AI reimagines customer experiences across industries. AI-powered communication is raising the bar, offering instant support and personalized product recommendations that feel surprisingly human. Conversational AI vs. Basic Chatbots: What You Should Know Chatbots are not the same as conversational AI.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 19, 2025
Effective leadership is one of the keys to success in thisfast-moving business world, which is why it is undergoing a major evolution. Coaching hasbecome a powerful resource for individuals hoping to grow in their leadership. This post considers how coaching can help people achievetheir leadership goals. What IsLeadership Coaching? Leadership coaching, as offered by Glenn Gow Coaching , is personalized according to the person and their goals.
AWS Machine Learning
MARCH 19, 2025
Today, we are excited to announce that Amazon Q Business a fully managed generative-AI powered assistant that you can configure to answer questions, provide summaries and generate content based on your enterprise datais now generally available in the Europe (Ireland) AWS Region. Since its launch, Amazon Q Business has been helping customers find information, gain insight, and take action at work.
Zappix
MARCH 19, 2025
Introduction: The Evolution of Customer Engagement For decades, calling a customer service hotline was the primary way for consumers to seek assistance. Customers would dial in, navigate an IVR system, and wait on hold for an available agent. However, as technology has advanced, customer expectations have changed significantly. People demand fast, seamless, and convenient interactions across multiple touchpoints, including phone, email, chat, SMS, social media, and self-service portals.
Calltools
MARCH 19, 2025
Contact centers play important roles in helping patients get the information and services they need. Your contact center might place outbound calls to book appointments, remind patients of upcoming appointments, provide lab results, notify patients about prescription updates, and more. You might also accept inbound calls to assist customers looking for healthcare and insurance solutions.
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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.
TCN
MARCH 19, 2025
Did you know it takes organizations an average of 204 days to identify a data breach and 73 days to contain it? Not only can data breaches cost your contact center money, but they can also damage your reputation, create a loss of customer trust and lead to legal penalties. With the stakes being this […] The post Protecting Sensitive Financial Information: Security Measures for Contact Centers appeared first on TCN.
Concentrix
MARCH 19, 2025
Transform operations, drive growth, and elevate experiencesall while ensuring regulatory compliancewith healthcare innovation solutions.
CSM Magazine
MARCH 19, 2025
Transparency within organizations has become a must in the ever-evolving businessworld. Having transparencyin actions and words creates trust and collaboration in the team. Yet, many organizations still face challenges in making transparency tangible. Lack of transparency has even more significant hidden costs on overallproductivity and employee engagement.
Concentrix
MARCH 19, 2025
Discover how multi-agent AI orchestration can transform your operations by enhancing efficiency, collaboration, and agility through intelligent automation.
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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
MARCH 19, 2025
In today’s digital marketplace, the traditional one-time purchase model is rapidly giving way to something far more sustainable and profitable. Subscription commerce isn’t just another fleeting trendit’s fundamentally reshaping how businesses approach customer relationships and revenue generation. Every month, millions of consumers wake up to packages containing everything from specialty coffee beans to curated clothing collectionsall arriving like clockwork without requiring a
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