ShepHyken
FEBRUARY 18, 2025
I recently had the wonderful opportunity to interview Brian Hamilton on Amazing Business Radio. Brian is the chairman of LiveSwitch and an entrepreneur who has started, built up, and sold numerous businesses. At the end of every show, I ask, What last nugget of wisdom can you share with our listeners? He shared an amazing answer: The enemy of customer service is pride.
SQM Group
FEBRUARY 18, 2025
Call compliance is no longer just about adhering to existing laws, its about anticipating the future of regulations that will shape the industry.
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Call Design
FEBRUARY 19, 2025
Workforce Planning isnt always easy and accurate forecasting can be a difficult task. Customers arent always predictable and unexpected events can happen that cause surges in call volumes. No matter how good your forecasting is, there are always going to be times when demand is greater than what you had predicted, and you dont have enough staff to handle the workload.
Call Design
FEBRUARY 19, 2025
In an environment where every minute counts, the ability to automate routine tasks not only improves efficiency but also empowers agents to focus on high-value interactions. As we look toward 2025, new automation technologies promise to redefine how contact centres operate, ensuring seamless experiences for both customers and agents. Enhancing Agent Engagement Agent engagement is a critical factor in contact centre success.
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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.
Global Response
FEBRUARY 17, 2025
Read Time: 7 minutes Table of Contents Introduction Exceptional customer support addresses an audiences needs, expectations, and problems, establishing a business as trustworthy and reliable. Meet your clients where theyre at, better than ever before with Voice of the Customer (VoC) technology. Read on to learn how to use VoC insights to forecast contact center demand.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
FEBRUARY 21, 2025
Large language models (LLMs) excel at generating human-like text but face a critical challenge: hallucinationproducing responses that sound convincing but are factually incorrect. While these models are trained on vast amounts of generic data, they often lack the organization-specific context and up-to-date information needed for accurate responses in business settings.
TechSee
FEBRUARY 19, 2025
Delivering WiFi connectivity guarantees is very challenging. WiFi is not a physical product that can be easily seen or understood. As a result, uncovering and explaining the reasons for WiFi gaps is a costly, frustrating challenge. Connectivity Guru changes the game, bringing visual clarity to WiFi connectivity. Leveraging the latest advances in AI, Connectivity Guru provides visual insights into WiFi issues, making connectivity troubleshooting and service straightforward, customer-friendly, and
Toister Performance Solutions
FEBRUARY 21, 2025
This plan will help you train employees who serve internal customers. An internal customer is anyone you serve inside your own organization. This can include several groups of coworkers: People on your team Your boss People in other departments You can also broaden it to include contractors, vendors, and other third-parties you work closely with to get your job done and ultimately serve your external customers. ( See more here. ) The training plan guides you through the Serving Internal Customer
ShepHyken
FEBRUARY 16, 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. Speaking Your Customers Love Language: 5 Ways to Woo Them This Valentines Day by Sam Richardson (CX Network) Twilios Sam Richardson outlines five ways organizations can speak their customers language and show some love on every day of the year.
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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.
AWS Machine Learning
FEBRUARY 21, 2025
Providing effective multilingual customer support in global businesses presents significant operational challenges. Through collaboration between AWS and DXC Technology, weve developed a scalable voice-to-voice (V2V) translation prototype that transforms how contact centers handle multi-lingual customer interactions. In this post, we discuss how AWS and DXC used Amazon Connect and other AWS AI services to deliver near real-time V2V translation capabilities.
Outsource Consultants
FEBRUARY 18, 2025
Customer loyalty is a fragile thing. One misstep, one bad experience, and it can shatter. The stakes are high: according to a PWC study, a staggering one in three customers will abandon a brand they love after just a single negative encounter. And the hits keep coming nearly 60% will walk away after several bad experiences , even if they genuinely like the company.
Callminer
FEBRUARY 20, 2025
The CX landscape is evolving. Read this blog to learn how organizations can get more out of their CX investments, including how AI can improve the quality of customer feedback and insights.
OctopusTech
FEBRUARY 21, 2025
A call center for lawyers can be beneficial in so many ways, from converting prospects to customers to offering personalized services. If your law firm struggles to handle calls from potential and existing clients requesting consultations, submitting critical information, booking appointments, and asking urgent questions, you may need to consider outsourcing the services of a call center agency.
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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.
AWS Machine Learning
FEBRUARY 21, 2025
Fine-tuning a pre-trained large language model (LLM) allows users to customize the model to perform better on domain-specific tasks or align more closely with human preferences. It is a continuous process to keep the fine-tuned model accurate and effective in changing environments, to adapt to the data distribution shift ( concept drift ) and prevent performance degradation over time.
Call Design
FEBRUARY 19, 2025
The workforce planning (WFM) industry is undergoing a significant transformation as AI-driven digital resources become an integral part of business operations. AI agents are no longer futuristic concepts; they are here (check out calld.ai ) , reshaping the workforce in ways that demand strategic adaptation. From AI-powered real-time analysts to AI interviewers and compliance teams, digital workers are changing the way organisations plan, optimise, and execute workforce strategies.
Callminer
FEBRUARY 18, 2025
Improving patient experience is a key focus for global healthcare organizations in 2025. This blog explores key trends and challenges shaping healthcares use of AI to impact patient outcomes.
3CLogic
FEBRUARY 19, 2025
Per a recent Gartner report, key trends shaping customer service leadership in 2025 include an increased reliance on technology, growing acceptance of AI, and a shift toward delivering value and growth over efficiency alone. 1 In response to the rising demand for centralized CX platforms, 3CLogic has achieved Advanced Platform status in the ServiceNow Build Partner Program for the second consecutive year.
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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.
AWS Machine Learning
FEBRUARY 21, 2025
Generative AI is revolutionizing enterprise automation, enabling AI systems to understand context, make decisions, and act independently. Generative AI foundation models (FMs), with their ability to understand context and make decisions, are becoming powerful partners in solving sophisticated business problems. At AWS, were using the power of models in Amazon Bedrock to drive automation of complex processes that have traditionally been challenging to streamline.
Call Design
FEBRUARY 19, 2025
The global housing crisis has reached a tipping point, with affordability becoming a significant challenge for millions. While various economic and policy-driven solutions are being debated, one of the most overlooked yet impactful levers for change lies in workforce planning and the way businesses approach remote work. By fully embracing work-from-home (WFH) and hybrid models, companies can indirectly contribute to making housing more accessible and affordable.
Calabrio
FEBRUARY 20, 2025
Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. The key to unlocking this value lies in analytics – understanding how chatbots perform, where they struggle, and how they can improve.
CSM Magazine
FEBRUARY 18, 2025
Online retail environments have become a stage where product presentation is a decisive factor in consumer purchase decisions. Consumers no longer rely solely on traditional advertising methods; they evaluate products based on how well web pages communicate both information and experience. By investigating multiple dimensions of the online customer experience, this article provides a framework for building product pages that resonate with todays consumers.
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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.
AWS Machine Learning
FEBRUARY 21, 2025
Organizations need efficient ways to access and analyze their enterprise data. Amazon Q Business addresses this need as a fully managed generative AI-powered assistant that helps you find information, generate content, and complete tasks using enterprise data. It provides immediate, relevant information while streamlining tasks and accelerating problem-solving.
Interaction Metrics
FEBRUARY 20, 2025
Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data.
NobelBiz
FEBRUARY 18, 2025
Spam Likely, Scam-Likely, Fraud Risk, Potential Fraud, Potential Spam. Just pick one Key Takeaways Call Labeling Risks: "Spam Likely" or "Fraud Risk" tags can block or reduce call answer rates, hurting outreach. Reputation Matters: Carriers flag numbers based on call frequency, answer rates, and complaints. Preventative Measures: Register numbers, follow STIR/SHAKEN, monitor caller ID, and stay compliant.
CSM Magazine
FEBRUARY 18, 2025
As you can imagine, as part of my role at Sabio Group, I’ve seen my fair share of customer service transformation projects. But when approached by Churches Fire & Security about implementing new customer service infrastructure in the form of a new contact centre, something didn’t quite add up. Here’s why we took a completely different approach and how it paid off.
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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!
AWS Machine Learning
FEBRUARY 21, 2025
This post was written with Dian Xu and Joel Hawkins of Rocket Companies. Rocket Companies is a Detroit-based FinTech company with a mission to Help Everyone Home. With the current housing shortage and affordability concerns, Rocket simplifies the homeownership process through an intuitive and AI-driven experience. This comprehensive framework streamlines every step of the homeownership journey, empowering consumers to search, purchase, and manage home financing effortlessly.
Call Design
FEBRUARY 19, 2025
One of the most time-consuming responsibilities for contact centre leaders is scheduling. Often responsibilities such as coaching, performance development and strategic initiatives are sidelined by administrative tasks. Traditional scheduling methods are time consuming and error prone. This is where Call Designs Intradiem offers a solution. The Importance of Coaching in Contact Centres Effective coaching is essential for any teams growth and success.
ChurnZero
FEBRUARY 16, 2025
The goal of any customer success interview is to determine if a role is a mutual fit. Does the candidate have the skills and experience the hiring manager is looking for? Is this a role, team, and company that the candidate wants to commit to joining? Of course, there are some standard customer success interview questions that are bound to come up, from simple things like tell me about yourself, age-old head-scratchers like what are your strengths and weaknesses, and scenario-based questions tha
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