ShepHyken
MAY 20, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the top expectations customers have from brands? What role does AI play in enhancing customer interactions and support? How many bad experiences does it take before a customer stops doing business with a company? Why is it important for companies to use their products?
Contact Center Pipeline
MAY 20, 2025
Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of artificial intelligence (AI) has further revolutionized how contact centers manage and utilize data.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
3CLogic
MAY 20, 2025
If you are responsible for managing customer service operations, you are likely familiar with IVR (Interactive Voice Response) systems. These automated systems have been a staple of call centers for decades, helping route calls and handle simple queries without the need for human intervention. But as technology evolves, Voice AI is becoming a game-changer in the customer experience space.
ShepHyken
MAY 20, 2025
Just in case you didnt know, I have a weekly customer service and CX podcast, Amazing Business Radio , that has been running for 12 years. Each week, I get the honor of interviewing some very smart people. Recently, I met Eric Stone, author of Jumpstart Your Workplace Culture. One of the topics we discussed was the WOW experience. Before we go further, I have always had concerns about organizations that attempt to WOW their customers at every interaction.
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.
SQM Group
MAY 20, 2025
Learn how AI is reshaping customer experiences, making them more human by empowering agents to deliver empathetic service while managing repetitive tasks efficiently.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
OctopusTech
MAY 20, 2025
When you want to understand your market and improve your strategies, working with a market research company can help. The company will collect all the necessary data at a granular level and provide you with the information needed to make better decisions. If your business is based in or would like to expand to India, you have several reputable companies to work with.
CSM Magazine
MAY 20, 2025
Ever wonder how businesses gauge customer feelings from millions of online reviews, tweets, or comments? The answer lies in Sentiment Analysis. This powerful technique is reshaping how companies interact with their audience, offering deeper insights to improve customer experiences and drive growth. What Is Sentiment Analysis? Sentiment analysis, often referred to as opinion mining, is the process of analyzing text data to determine the emotional tone behind it.
JustCall
MAY 20, 2025
Have you ever received a phone call with “ No Caller ID ” flashing on your screen, leaving you curious about who might be on the other end? Youre not alone. Anonymous calls are surprisingly common, with studies showing that nearly 50% of mobile phone users receive at least one unidentified or blocked call per month. While some of these calls may be harmless, others could be crucialsuch as from a potential employer, a medical professional, local law enforcement, or even a loved one in
CSM Magazine
MAY 20, 2025
Swedish fintech giant Klarna is making headlines once again, but this time, its for reversing a bold decision. The company, renowned for its buy now, pay later services, initially embraced artificial intelligence to streamline operations and cut costs, a move that led to the layoff of 700 employees. Just a year later, Klarna is walking back from its full AI integration strategy, reigniting its commitment to hiring human workers.
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.
OctopusTech
MAY 20, 2025
The modern profession is often associated with a lot of demand from work. Balancing between work and your personal life can become even more difficult, especially when you have to do so much in a day. Whether you are a business owner or a top professional, your daily tasks can be overwhelming without a helping hand. Hiring a virtual assistant can be a great option so you can have more time to focus on your core activities.
CSM Magazine
MAY 20, 2025
In the fast-moving hospitality industry, the customer experience has transcended traditional notions of service. Today, it’s about delivering personalised, seamless, and emotionally resonant experiences that cater to the nuanced preferences of each guest. As we move through 2025, several key trends are reshaping how hospitality businesses approach customer experience.
OctopusTech
MAY 20, 2025
The world of customer service has become so dynamic as companies seek to serve customers better. Most contact center companies are utilizing innovation and leveraging technologies, including artificial intelligence, to deliver exceptional customer experiences. In this article, we explore the top call center companies in the United States. 1. Octopus Tech Octopus Tech is a leading call center outsourcing firm that serves global clients.
CSM Magazine
MAY 20, 2025
For banks, convenience and digital transformation aren’t just optional anymore; they’re essential. Here are 10 major trends that are revolutionizing digital customer experience in the banking industry. From innovative technologies to customer-first strategies, these trends highlight how banks can stay competitive while meeting evolving customer expectations. 1.
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.
JustCall
MAY 20, 2025
Sales would be effortless if you could just read your prospects mind. Well, you cant read minds, but you can definitely close more deals by mastering FBI-level negotiation tactics. Chris Voss, an ex-FBI hostage negotiator, has packed his book Never Split the Difference with strategies that turn hesitant prospects into enthusiastic buyers. Think hostage-level stakes don’t apply to your sales calls?
CSM Magazine
MAY 20, 2025
35% of UK consumers have utilized AI for shopping, marking a 39% increase from the previous year. In addition, 56% of customer find AI inspiring for purchases and 51% appreciate its ability to cut through online clutter. That’s according to a survey by financial platform Adyen and conducted by Censuswide which involved 2,000 UK adults, providing insights into consumer shopping behaviors and AI adoption trends.
AWS Machine Learning
MAY 20, 2025
In the mortgage servicing industry, efficient document processing can mean the difference between business growth and missed opportunities. This post explores how Onity Group , a financial services company specializing in mortgage servicing and origination, used Amazon Bedrock and other AWS services to transform their document processing capabilities.
CSM Magazine
MAY 20, 2025
Seven-Eleven Japan is taking a significant leap into the future of retail by testing autonomous robot deliveries on public roads. This innovative initiative aims to address the growing need for efficient delivery solutions, as staffing challenges continue to impact nighttime services in many stores. The move demonstrates how automation and technology are helping leading brands adapt to customer demands while preparing for potential workforce shortages.
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!
JustCall
MAY 20, 2025
Customer experience (CX) is ubiquitous today, yet many businesses struggle to deliver exceptional interactions. Traditional CX focuses on improving customer satisfaction through human-centric approaches like personalized service and efficient support. However, it lacks scalability, personalization is not consistently achievable, and it is expensive and limited by agent availability.
CSM Magazine
MAY 20, 2025
DoorDash and Wing are taking food delivery to new heights in Charlotte, North Carolina. The two industry leaders have partnered to launch a drone delivery service, allowing customers to enjoy fast, convenient deliveries straight to their homes. This collaboration marks an exciting step forward for local logistics, blending cutting-edge technology with everyday convenience.
JustCall
MAY 20, 2025
Staying connected is now more important than ever. Whether youre managing a business, juggling a busy personal life, or simply need a way to ensure no call goes unanswered, iPhone call forwarding is an invaluable tool. By redirecting incoming calls to another phone number, you can maintain seamless communication even when your iPhone is unavailable, out of reach, or turned off.
AWS Machine Learning
MAY 20, 2025
Enterprisesespecially in the insurance industryface increasing challenges in processing vast amounts of unstructured data from diverse formats, including PDFs, spreadsheets, images, videos, and audio files. These might include claims document packages, crash event videos, chat transcripts, or policy documents. All contain critical information across the claims processing lifecycle.
Advertisement
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.
JustCall
MAY 20, 2025
Virtual phone numbers come in handy in a number of scenarios, especially when your business starts to grow, and you don’t want to share your personal cell phone number with the whole world. With a virtual phone number, you can keep personal numbers private while maintaining professional communication with your customers (from the customers’ perspective, virtual or online phone numbers work exactly the same as standard landline and cell phone numbers).
24-7 InTouch
MAY 20, 2025
Delivering a seamless multilingual customer experience is more than translationits about cultural accuracy, speed, and consistency across channels. As global customer bases grow, businesses must rethink how they manage language, automation, and engagement at scale. This article explores: Common pitfalls in traditional multilingual strategies The role of AI in real-time, culturally relevant support How to scale without sacrificing personalization Rethink your CX approach and build a strategy read
JustCall
MAY 20, 2025
If you started your business recently, you probably use your personal phone number for business purposes. And that’s fine! Almost all business owners do it this way. However, at some point in your growth, you need to separate personal and business communication. If you don’t, you’ll end up receiving business phone calls and text messages all day long, perhaps even on the weekends.
Balto
MAY 20, 2025
Call Center Performance Diagnostic Quiz Whats Holding Back Your Call Centers Performance? Take this quick quiz to identify key improvement areas: Test Question 1 Yes No Test Question 2 Yes No Test Question 3 Yes No Test Question 4 Yes No Test Question 5 Yes No Test Question 6 Yes No Test Question 7 Yes No Test Question 8 Yes No Δ Show Results 68: Youre a coaching powerhousekeep going!
Advertisement
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.
JustCall
MAY 20, 2025
Missing an important call can mean losing a customer, delaying a deal, or missing an urgent update. Whether you’re managing a business or just need to stay connected, call forwarding ensures that no call goes unanswered. With this guide, you’ll learn how to forward calls on different devices, explore useful call-forwarding options, and pick up tips to avoid common issues.
NobelBiz
MAY 20, 2025
Saying customer first is easy. Making it true? Thats the hard part. If your systems are slow, your policies are rigid, and your agents are running on empty, your customers feel itno matter what your brand claims. A flashy tagline means nothing when the experience on the other end of the line is frustrating or broken. Customers dont judge you by your slogans.
JustCall
MAY 20, 2025
Call forwarding is a feature offered by both landline providers and cellular networks that allows you to redirect calls from one number to a different one. It can be convenient when you’re away, but it risks missing crucial calls if you forget to disable it on devices you don’t have with you. Since conditional call forwarding is not always the solution, you may need to simply deactivate call forwarding altogether.
Expert insights. Personalized for you.
205 
Let's personalize your content