ShepHyken

MARCH 24, 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. Should AI Be Used To Respond to Customer Reviews? by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather tha

Customer Service 185

Customer Service Healthcare Customer Experience Contact Center 185

CSM Magazine

MARCH 24, 2025

Attracting customers is relatively easy. Advertising that announces that you have quality products and good prices will do thatonce. The problem is this: How do you keep those customers from leaving you? Most businesses don’t have a clue, so they continue to spend huge amounts of money to draw customers through their doors but do nothing to keep them coming back.

Advertising 89

Advertising Customer Service Marketing Technology 89

ShepHyken

MARCH 24, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma? How can companies ensure they are accurately measuring their customer experience?

Customer Experience 176

Customer Experience Metrics Feedback Customer Service 176

PeopleMetrics

MARCH 24, 2025

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.

Analytics 90

Analytics Accountability Management 90

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Contact Center

Global Response

MARCH 24, 2025

Read Time: 9.5 minutes Table of Contents Introduction Theres an oft-repeated phrase: Knowledge is power. While it might seem cliche, this statement is particularly true in an ever-changing marketplace where customers’ expectations rapidly shift. As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands.

Call Center 62

Call Center Management Abandon rate outsourcing 62

Vistio

MARCH 24, 2025

Born between 1997 and 2012, Gen Z has grown up in an environment with technology at their fingertips, constantly engaged and receiving informationand they expect the same from their workplace learning. Yet, many companies still rely on traditional training methods that fail to engage or prepare employees for real-world challenges. The result? High turnover, disengaged employees, and missed business opportunities.

Employee engagement 52

Employee engagement Feedback Technology Personalization 52

CSM Magazine

MARCH 24, 2025

Almost every industry is looking to switch to LMS compliance training. Now, one may ask, what exactly is compliance training? It is defined in simple terms as a form of employee training mandated by a set of regulations and guidelines. Compliance training educates your employees concerning the rules and regulations of the industry. These rules have been introduced to maintain the workplace’s safety and the employees’ dignity.

Upselling 52

Upselling Education Feedback Management 52

Vistio

MARCH 24, 2025

Hybrid contact centerswhere teams include both remote and in-office agentsare here to stay. While this model offers flexibility and broader talent pools, it also presents unique training challenges. How do you ensure consistent, effective training for all agents, regardless of location? Heres how to build a training program that keeps your hybrid team engaged, skilled, and ready for any customer interaction.

Contact Center 52

Contact Center Coaching Feedback Personalization 52

CSM Magazine

MARCH 24, 2025

Cloud computing has gained significant momentum as an effective way to store, manage, and process data without the constraints of physical servers. This shift has allowed companies to lower expenses, respond to changing customer demands with speed, and maintain stable performance under pressure. Many forward-thinking organizations now decide to hire cloud developers who specialize in building and maintaining robust online platforms, ensuring that the transition to hosted services goes as smoothl

Best practices 52

Best practices Analytics Finance Big data 52

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

ChurnZero

MARCH 24, 2025

Too many customer teams are still relying on mismatched technologyand it’s holding them back. ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. Nearly 70% of CS teams at larger companies ($500 million or greater) have adopted CSPs, while teams at smaller companies tend to lean on support and CRM software.

Technology 52

Technology CRM Engineering Finance 52

CSM Magazine

MARCH 24, 2025

In today’s fast-paced world, customer expectations have skyrocketed, especially in terms of delivery services. The rise of e-commerce, coupled with changing consumer habits, has made rapid and reliable delivery not just a luxury but a necessity. Businesses are now competing to offer the quickest and most dependable services to enhance customer experience and build long-term loyalty.

Customer Experience 52

Customer Experience Customer retention Technology Customer Service 52

Concentrix

MARCH 24, 2025

Our innovative technologies are transforming translation services, reducing attrition, and driving intelligent decisioning NEWARK, Calif.

Customer Experience 48

Customer Experience Analytics Technology 48

Blueship Call Center

MARCH 24, 2025

In today’s competitive business landscape, generating quality leads and converting them into paying customers is crucial for sustainable growth. While inbound marketing strategies play a vital role, outbound efforts remain a powerful tool for proactively reaching potential clients and driving sales. Outbound Call Center Services offer a strategic advantage, enabling businesses to connect directly with their target audience, personalize interactions, and accelerate the sales cycle.

Call Center 40

Call Center outsourcing Upselling Sales 40

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Cloud contact

Help Scout

MARCH 24, 2025

Learn how Help Scout scaled to meet the educational needs of new, old, and prospective customers alike by turning one on one demo sessions into interactive live classes.

Education 64

Education 64

TeleDirect

MARCH 24, 2025

Appointment Scheduling Solutions for Busy Medical Offices Appointment Scheduling Solutions for Busy Medical Offices are essential in todays fast-paced healthcare environment. Efficient appointment management ensures that patients receive timely care, reduces no-shows, and keeps medical staff organized. Implementing the right appointment scheduling solutions can greatly enhance patient satisfaction and streamline office operations.

Multi-channel support 62

Multi-channel support Wait times Call Center Consulting 62

Concentrix

MARCH 24, 2025

Our client is one of the UKs leading technology company expanding footprint in Southeast Asia

Technology 62

Technology 62

Enghouse Interactive

MARCH 24, 2025

Learn how to recognize the top signs that you need a contact center technology upgrade and what technology can transform your CX and agent productivity.

Contact Center 61

Contact Center Technology contact center solutions 61

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

WiserOwl Blog

MARCH 24, 2025

Dive into 8 CX challenges facing contact centers today and how you can solve them with financially-rooted analytics.

Contact Center 52

Contact Center Analytics 52

Concentrix

MARCH 24, 2025

Explore the foundational elements behind successful AI implementations and ensure your AI solutions deliver meaningful business value.

Engineering 48

Engineering 48

Anexa BPO

MARCH 24, 2025

En un mundo cada vez ms globalizado, las empresas buscan constantemente formas de optimizar sus operaciones y reducir costos. En el mbito de los contact centers, el nearshoring se ha convertido en una tendencia popular que ofrece una serie de ventajas frente a la externalizacin tradicional (offshoring). Qu es el nearshoring? El nearshoring es la prctica de externalizar servicios a un pas cercano, generalmente dentro de la misma regin geogrfica o zona horaria.

Contact Center 52

Contact Center Telemarketing Call Center 52

Concentrix

MARCH 24, 2025

Discover key insights from our Customer Revolution event with a global leader in athletic apparel on enhancing CX through behavioral science, AI, and loyalty.

Analytics 48

Analytics Sales Marketing Technology 48

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times