ShepHyken

MARCH 17, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company’s existing customer service team rather than replace it?

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Outsource Consultants

MARCH 17, 2025

Let’s be real, running customer support operations today is a headache. Customers expect 24/7 availability and seamless omnichannel experiences. That means complex tech, specialized skills, and the constant pressure to deliver personalized, empathetic service all of which drive costs through the roof. It’s a tough spot to be in. So, how can businesses get a handle on these rising expenses without sacrificing customer experience?

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outsourcing Real estate First call resolution Customer Support 76

CSM Magazine

MARCH 17, 2025

Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. But heres the challenge businesses often facehow can you improve these scores without significantly increasing operational costs? The good news is that with strategic investments and process optimizations, you can find the sweet spot where reduced costs and heightened customer satisfaction intersect.

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Outsource Consultants

MARCH 17, 2025

Building a dream team for your call center operations is a game-changer in today’s competitive business landscape. The Philippines has emerged as a powerhouse in the call center industry, offering a wealth of talented professionals. At Outsource Consultants, we’ve seen firsthand how effective Philippines recruitment can transform customer service operations.

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Call Center outsourcing Education Consulting 67

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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.

Contact Center

MiaRec

MARCH 17, 2025

When I was a contact center manager several years ago, my primary goal was new sales. It wasn't until about a year later that we realized that we were losing customers faster than we could acquire them and that finding new customers was a lot more expensive than retaining existing ones. That's when I learned a valuable lesson: Minimizing customer churn is one of the most impactful ways a contact center can contribute to their organization's bottom line.

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Contact Center Sales Management Metrics 59

Balto

MARCH 17, 2025

Call centers arent just handling customer inquiriestheyre gold mines of untapped insights. Every conversation holds valuable data about customer needs, frustrations, and loyalty drivers. Businesses that harness this information effectively can boost customer satisfaction by up to 25% while reducing churn. But simply collecting data isnt enough. The key is turning raw interactions into actionable call center insights that enhances both efficiency and customer experience.

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Kayako

MARCH 17, 2025

Why Angry Customers Calm Down Faster When Talking to AI Responses (And How to Do It Right) If you’ve ever worked in customer support with out using ai responses, you’ve undoubtedly faced the dreaded “angry customer.” Common sense might suggest that upset customers prefer human interaction, but emerging trends reveal a surprising twist: angry customers often calm down faster when interacting with AI-driven responses.

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Morale Customer Support Management Customer Experience 62

Concentrix

MARCH 17, 2025

Social Hour Kick Off RSAC with Concentrix Register Now April 28 6 9 PM Lot F in Yerba Buena Join Concentrix for an exclusive networking social hour at RSAC 2025 Kick off RSAC 2025 on April 28 at 6 PM at Lot F in Yerba Buena, just steps away from the Moscone Center.

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Help Scout

MARCH 17, 2025

Even when the newest LLM shines in the benchmarks, it doesn't mean it will be the right choice for every use case or that users will be happy with its output. Learn how Help Scout approaches rating our AI to create better customer experiences.

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Benchmark Customer Experience 49

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

Concentrix

MARCH 17, 2025

Learn how Valmont Industries uses AI for content creation to efficiently scale its ecommerce catalog with product descriptions and images.

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ShepHyken

MARCH 17, 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. The Customer Experience Gen Z Expects From Every Brand by Keith Farley (CMSWire) While Gen Z does not yet have the buying power they are poised to gain, their expectations and preferences are already having an impact on brands.

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Concentrix

MARCH 17, 2025

Concentrix will be demonstrating leading-edge technologies and deep domain expertise at Booth #1183

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AWS Machine Learning

MARCH 17, 2025

Large language models (LLMs) have revolutionized the field of natural language processing, enabling machines to understand and generate human-like text with remarkable accuracy. However, despite their impressive language capabilities, LLMs are inherently limited by the data they were trained on. Their knowledge is static and confined to the information they were trained on, which becomes problematic when dealing with dynamic and constantly evolving domains like healthcare.

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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.

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Education Services Group

MARCH 17, 2025

Welcome to the Back to the Basics blog series, where we take a fresh look at Customer Success from the perspective of a newcomer. Whether you’re just starting out or looking to revisit the fundamentals, this series will guide you through the key concepts and serve as a reminder of why Customer Success is vital for long-term growth and satisfaction.

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CSM Magazine

MARCH 17, 2025

You would be surprised that many companies rely on freelancers to deliver outstanding customer support. Depending on the project, you can answer questions, provide support, walk users through main procedures, or simply interact with them. Lets see how you can take advantage of these opportunities without turning them into a full-time job. Different shapes of customer support specialists For this analysis, inspecting some available job listings that offer customer support positions is crucial.

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Anexa BPO

MARCH 17, 2025

En el competitivo panorama empresarial actual, la experiencia del cliente (CX) se ha convertido en un factor clave de diferenciacin. Los contact centers ya no se consideran simplemente centros de costos, sino que se han transformado en puntos de contacto cruciales para construir relaciones slidas con los clientes. La experiencia del cliente (CX) es cmo se relaciona una empresa con sus clientes en todos los aspectos del recorrido de compra, desde el marketing hasta las ventas y el servicio al cli

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CSM Magazine

MARCH 17, 2025

AI-powered voice solutions are redefining customer service, making businesses available 24/7 and setting new standards for engagement. Hakob Astabatsyan, CEO of Synthflow AI takes a close look. No longer just answering calls, AI agents now handle everything from resolving inquiries to completing transactions with human-like efficiency. But as these virtual assistants grow more sophisticated, the key question for customer service managers is: can they truly revolutionise customer support and enha

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Customer Service Wait times Customer Support Sales 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

Vistio

MARCH 17, 2025

High turnover rates are a persistent challenge in the contact center industry. With the costs of recruiting, hiring, and onboarding new agents skyrocketing, many organizations find themselves in a costly cycle of constant replacement. But what if the key to operational success isnt in hiring more agentsits in keeping the ones you already have? The True Cost of Agent Turnover Replacing an agent isn’t just about filling a vacant seat.

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CSM Magazine

MARCH 17, 2025

Lets be honestwhen youre spinning slots or playing blackjack at an online casino, the last thing you want is a glitch, a payment hiccup, or confusion about bonus terms. Thats where customer service swoops in like a superhero (or crashes like a laggy app). In an industry built on trust and instant gratification, how casino platforms handle support can mean the difference between a loyal player and a one-time visitor.

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Calabrio

MARCH 17, 2025

Workforce Management Why overstaffing and understaffing hurt your bottom line (and how WFM can fix it) Share Are you struggling to find the perfect balance between operational efficiency and exceptional service? Youre not alone. Many contact centers struggle with overstaffing or understaffing – two costly workforce pitfalls that can severely impact revenue, customer satisfaction, and employee engagement.

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Blueship Call Center

MARCH 17, 2025

In today’s technology-driven business landscape, reliable IT support is essential for maintaining productivity and ensuring smooth operations. However, managing an in-house help desk can be costly and resource-intensive. As a result, many businesses are turning to Outsourced Help Desk Services to provide efficient and cost-effective IT support.

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outsourcing Education Technology Contact Center 40

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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.

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Cincom

MARCH 17, 2025

Introduction Are you buying a new car? Congratulations on that! So, you must have visited different showrooms to get the price quotation before finalizing anything. Now, imagine a dealer hands you a vague estimate with hidden costs while another provides a clear and well-structured quote with price details, discounts, financing options and delivery timeline.

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Cincom

MARCH 17, 2025

Introduction In our article, CPQ Automation: The Key to Faster Sales and Higher Revenue , we explored how CPQ automation streamlines sales cycles, eliminates errors, and enhances profitability. However, implementing CPQ software is only part of the equationsuccess depends on how well it is configured, adapted, and optimized for your unique sales processes.

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