CCNG
APRIL 3, 2025
As we navigate 2025, the customer experience (CX) landscape is undergoing a significant transformation. Todays customers are expecting more than just fast servicethey demand personalized, proactive, and seamless interactions across every touchpoint. This shift is driven by advancements in AI, automation, and data analytics, which are reshaping how businesses engage with their customers (McKinsey).
ROI CX Solutions
APRIL 24, 2025
Read time: 11 min. Table of Contents Introduction Call center scripts play a vital role in enhancing agent productivity. Scripts provide structured guidance for handling customer interactions effectively, streamlining communication and reducing training time. Scripts also ensure consistency in brand voice, professionalism, and customer satisfaction.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TeleDirect
APRIL 30, 2025
Why 24/7 Call Center Services Are Essential for E-commerce Growth Introduction The e-commerce landscape is more competitive than ever. In this environment, a 24/7 call center isn’t just a luxury for online businessesit’s a necessity. Customers expect instant responses, personalized service, and seamless purchasing experiencesday or night.
Hodusoft
APRIL 21, 2025
Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. It is nothing dramatic but something evolutionary. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster.
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.
ShepHyken
APRIL 22, 2025
I recently responded to a question on LinkedIn: A customer is furious about an out-of-stock item. How do you turn their frustration into satisfaction? I added a second part to that question. What if what the customer wants is something youve never had in stock? Some customers might still be angry that you do not have what they want. And even if they arent, whether the item is out of stock or you just dont carry it, that doesnt mean you cant make the customer happy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
APRIL 23, 2025
Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. I’ve observed numerous clients struggle with several key issues: Identifying Cost Inefficiencies : Many organizations fail to pinpoint where their staffing models and processes are lacking, w
AWS Machine Learning
APRIL 9, 2025
Agents are revolutionizing how businesses automate complex workflows and decision-making processes. Amazon Bedrock Agents helps you accelerate generative AI application development by orchestrating multi-step tasks. Agents use the reasoning capability of foundation models (FMs) to break down user-requested tasks into multiple steps. In addition, they use the developer-provided instruction to create an orchestration plan and then carry out the plan by invoking company APIs and accessing knowledge
Contact Center Pipeline
APRIL 1, 2025
Is your center providing your customers with the same service you and your staff expect when they contact someone else? How do you go about finding the answers to this question?
TechSee
APRIL 30, 2025
In the fast-paced world of service delivery, the most significant threat isn’t always external competition—it’s the silent erosion of internal expertise. Tribal knowledge—the unwritten, experience-based insights held by agents, technicians, and service staff—drives efficient resolutions, smooth workflows, and high customer satisfaction.
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.
ShepHyken
APRIL 8, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? Why is emotional connection important in business? What lessons can businesses learn from the hospitality industry?
ChurnZero
APRIL 11, 2025
Your customer onboarding strategy is the foundation of your future retention and expansion revenue. Every task, meeting, and communication serves the ultimate goal of getting that customer to realize value. You aim to identify whats important to the customer, set expectations, and measure success. The right onboarding strategy means more than just getting a customer using your product.
CCNG
APRIL 30, 2025
Siloed decision-making is driving up costs and damaging the customer experience. When customer service, IT, and marketing operate independently, inefficiencies grow, progress stalls, and customer interactions suffer. While each team plays a role in the customer journey, lack of alignment leads to missed opportunities to strengthen the brand, reduce support volume, and improve service delivery.
AWS Machine Learning
APRIL 8, 2025
Headquartered in So Paulo, Brazil, iFood is a national private company and the leader in food-tech in Latin America, processing millions of orders monthly. iFood has stood out for its strategy of incorporating cutting-edge technology into its operations. With the support of AWS, iFood has developed a robust machine learning (ML) inference infrastructure, using services such as Amazon SageMaker to efficiently create and deploy ML models.
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.
Contact Center Pipeline
APRIL 30, 2025
This month, Brendan kicks off the top 5 with leading contact center experts’ insights on staffing and retention. Next, Rick shares his three-part series on solving the “CX Calculation Discrepancy.” Then, we head over to Jim, who offers guidelines on transcending customer expectations.
TechSee
APRIL 24, 2025
There’s a painful irony at the heart of smart home innovation. Consumers invest in connected devices (cameras, doorbells, thermostats) to simplify life. But when setup goes sideways due to WiFi issues, that “smart” experience suddenly feels pretty dumb. Frustrated customers pack up the product, initiate a return, and share their disappointment online.
ShepHyken
APRIL 29, 2025
So you dont have to These five words are powerful, and whether or not customers realize it, they love them. Think about what makes certain companies stand out from their competitors. Is it their product? Is it price? These matter, but as Ive been preaching for decades, the differentiator is the customer experience. And specifically, the experience I want to focus on in this article is convenience.
Calabrio
APRIL 15, 2025
Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.
Advertisement
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Joe Rawlinson
APRIL 23, 2025
In industrial settings where chemicals, liquids and other hazardous materials are routinely handled, workplace safety isnt just a legal requirementits a business necessity. A single incident involving spills, leaks or mishandling can result in severe injury, environmental harm and costly downtime. Fortunately, many of these risks can be significantly mitigated through simple, proactive measures that any organization can adopt, regardless of size or sector.
AWS Machine Learning
APRIL 10, 2025
As businesses and developers increasingly seek to optimize their language models for specific tasks, the decision between model customization and Retrieval Augmented Generation (RAG) becomes critical. In this post, we seek to address this growing need by offering clear, actionable guidelines and best practices on when to use each approach, helping you make informed decisions that align with your unique requirements and objectives.
Contact Center Pipeline
APRIL 22, 2025
When there are critical matters at hand – in this case ensuring the right numbers of quality contact center agents in order to retain and attract customers within budgets – it is natural to try and find out what the future portends.
Connect
APRIL 23, 2025
Artificial intelligence ( AI ) is permeating every sphere of business as companies integrate the technology into operations to drive efficiencies and achieve scale. While implementing technologies like generative AI ( GenAI ) and large language models (LLMs) in the business can create huge opportunities for organisations, they also come with risks as they introduce new attack vectors.
Advertisement
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
ShepHyken
APRIL 27, 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. Valuable Experience by William Grobel (Deloitte) CX is a significant influence on revenue and 87 per cent of business leaders say its their top growth driver.
Calabrio
APRIL 23, 2025
Workforce Management Workforce Innovation That Works for You: How Leading Contact Centers Are Staying Ahead in 2025 Jump ahead Rethinking Workforce Management: Innovation That Delivers Against Todays Biggest Challenges Explore Calabrios Latest Workforce Management Innovations Activity Request Sessions Notifications Vacation Planner Pro Real-Time Desktop Analytics Periodization The Bottom Line: It's About Outcomes Share Book a demo Lets get started The modern contact center is at a crossroad
Callminer
APRIL 30, 2025
AI-powered Real-time agent assist tools streamline workflows, reduce repetitive tasks, and provide live guidance. Read more about to help agents handle interactions more effectively and confidently.
AWS Machine Learning
APRIL 3, 2025
Inspecting wind turbines, power lines, 5G towers, and pipelines is a tough job. Its often dangerous, time-consuming, and prone to human error. Thats why we at Amazon Web Services (AWS) are working on AI Workforcea system that uses drones and AI to make these inspections safer, faster, and more accurate. This post is the first in a three-part series exploring AI Workforce, the AWS AI-powered drone inspection system.
Advertisement
Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Contact Center Pipeline
APRIL 16, 2025
You may consider this a novel idea … but it is time for Contact Center leaders to take a stand and behave as if entitled to be heard by senior executives regarding their activities, contributions, challenges, objectives, and ambitions.
Connect
APRIL 14, 2025
As developments in artificial intelligence ( AI ) advanced, the technology has become more than just a buzzword in the business world. Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.
ShepHyken
APRIL 29, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is a ‘wow moment’ in customer interactions? How can organizations operationalize positive customer feedback? How can an organization create a workplace culture focused on providing an amazing customer experience? Why is it important for employees to have clear goals and expectations?
Expert insights. Personalized for you.
195 
Let's personalize your content