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.
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.
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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.
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.
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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.
TeleDirect
APRIL 30, 2025
The Role of Call Centers in Managing Crisis Communication for Businesses Introduction In today’s unpredictable world, call centers play a pivotal role in helping businesses navigate crises that come in many formsnatural disasters, data breaches, product recalls, pandemics, cyberattacks, and PR scandals. How a business communicates during these moments can determine its survival and long-term reputation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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
MAY 1, 2025
Across Europe, a silent but seismic change is reshaping how service is delivered. From telecom providers to home security firms, leading brands are shifting their approach—from reactive support to visual-first resolution. And at the center of that shift is Visual Agentic AI. Why now? Because customer expectations are climbing, field service costs are rising, and pressure to reduce carbon footprints is growing.
AWS Machine Learning
APRIL 30, 2025
With the advent of generative AI solutions, a paradigm shift is underway across industries, driven by organizations embracing foundation models (FMs) to unlock unprecedented opportunities. Amazon Bedrock has emerged as the preferred choice for numerous customers seeking to innovate and launch generative AI applications, leading to an exponential surge in demand for model inference capabilities.
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?
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.
Contact Center Pipeline
MAY 2, 2025
Our May issue marks a sign of the times. As the technologies we deploy in our centers help with operational efficiencies and enhance customer experiences, they can also make us more vulnerable as an industry.
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.
AWS Machine Learning
APRIL 29, 2025
Cities and local governments are continuously seeking ways to enhance their non-emergency services, recognizing that intelligent, scalable contact center solutions play a crucial role in improving citizen experiences. InterVision Systems, LLC (InterVision), an AWS Premier Tier Services Partner and Amazon Connect Service Delivery Partner, has been at the forefront of this transformation, with their contact center solution designed specifically for city and county services called ConnectIV CX for
ROI CX Solutions
MAY 1, 2025
Read time: 8 minutes Table of Contents Introduction In todays fast-paced, customer-centric world, businesses are turning to advanced technologies to better understand and serve their customers. One key tool to doing so is sentiment analysis, which allows companies to analyze and interpret customer emotions and opinions across various communication channels.
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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.
Contact Center Pipeline
MAY 1, 2025
In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought. To paraphrase a paraphrase, “The effective general makes sure his army has ample resources, he manages those resources wisely, and actively controls his forces.
Callminer
APRIL 28, 2025
Implementing AI in a contact center isnt just a tech upgrade its a shift in how service is delivered. Read this blog for tools and best practices for using AI to enhance CX in contact centers.
AWS Machine Learning
MAY 1, 2025
Multimodal fine-tuning represents a powerful approach for customizing foundation models (FMs) to excel at specific tasks that involve both visual and textual information. Although base multimodal models offer impressive general capabilities, they often fall short when faced with specialized visual tasks, domain-specific content, or particular output formatting requirements.
OctopusTech
APRIL 28, 2025
Competition amongst law firms has become stiffer as new ways of doing things continue to emerge. To remain competitive, your law firm must evolve and adapt its business model. This entails being flexible and nimble in line with the changing needs of your clients. However, your firm may not always have the resources needed to provide services efficiently or compete with bigger firms.
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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.
ROI CX Solutions
APRIL 29, 2025
Read Time: 6 minutes Table of Contents: Introduction In todays fast-paced digital economy, delivering exceptional customer service is essential. As customer expectations rise and support needs grow more complex, businesses are turning to artificial intelligence to stay competitive and agile. AI isn’t just a futuristic buzzword; its a powerful tool thats already reshaping customer support operations across industries.
Outsource Consultants
APRIL 30, 2025
(*This post was written by Outsource Consultants’ CX Advisor, Rick Monro ) If you lead a distributed CX or support team, the 2025 Work From Home Alliance Leadership Exchange isnt just another industry eventits one of the few places where you can swap real ideas with people who do what you do. People managing complexity, scaling teams, deploying AI, and still chasing CSAT gains.
AWS Machine Learning
APRIL 29, 2025
In the era of generative AI , new large language models (LLMs) are continually emerging, each with unique capabilities, architectures, and optimizations. Among these, Amazon Nova foundation models (FMs) deliver frontier intelligence and industry-leading cost-performance, available exclusively on Amazon Bedrock. Since its launch in 2024, generative AI practitioners, including the teams in Amazon, have started transitioning their workloads from existing FMs and adopting Amazon Nova models.
OctopusTech
APRIL 28, 2025
Call center services are essential in ensuring the needs of customers are met. The customer can call for inquiries and get instant assistance. Although call center services are an integral part of business growth, outsourcing this function can have more benefits than an in-house team. In this article, we discuss the key benefits of outsourcing call center services.
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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.
CSM Magazine
APRIL 29, 2025
Certain cities across the United States stand out as hubs for outstanding customer service, setting benchmarks for others to follow. Whether youre a customer seeking the best experiences or a business looking to learn from the best, here are the top US cities renowned for their amazing customer service. 1. Seattle, WA The Home of Empathy and Innovation Seattle has carved its place as a trailblazer in customer service, thanks to its innovative tech culture and deep commitment to empathy.
TeleDirect
APRIL 30, 2025
How Partnering with a 24/7 Call Center Can Boost Your SEO Rankings Introduction In today’s digital landscape, 24/7 call center availability is a game-changer for visibility. When potential customers search for your business, Google factors in more than just your website content or backlinksit also considers business hours. In fact, recent updates to Google’s local search algorithm have shown that businesses listed as “Open 24 hours” often gain a visibility advantage over
AWS Machine Learning
APRIL 30, 2025
Amazon Bedrock Model Distillation is generally available, and it addresses the fundamental challenge many organizations face when deploying generative AI : how to maintain high performance while reducing costs and latency. This technique transfers knowledge from larger, more capable foundation models (FMs) that act as teachers to smaller, more efficient models (students), creating specialized models that excel at specific tasks.
OctopusTech
APRIL 28, 2025
Customer support is one of the areas that is changing quickly with the advancements in artificial intelligence. As AI-powered technologies become more popular, newer ways of handling customers are emerging. AI based customer support has particularly proven to be effective in improving user experience, lowering response times, and increasing efficiency.
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!
Quiq
APRIL 29, 2025
Is your AI investment delivering provable value, or is it still operating like a black box? In today’s rapidly evolving customer experience ( CX ) landscape, where Artificial Intelligence (AI) promises transformative results, like decreasing service costs by up to 30% and yielding an average ROI of $1.41 for every dollar spent, simply implementing AI isn’t enough.
Calabrio
APRIL 29, 2025
Workforce Management Built for Care: Why Workforce Management Is Critical to Healthcare’s Next Chapter Inside the growing healthcare WFM marketand why scalable, intelligent staffing is now mission-critical for health systems. Jump ahead The High-Stakes Reality of Healthcare Staffing Healthcare WFM: A Market on the Rise Outdated Tools Are Holding Healthcare Back The ROI of Modern Workforce Management for Healthcare Built for Care, Built for Whats Next Share Book a demo Lets get started The
AWS Machine Learning
MAY 1, 2025
Organizations implementing agents and agent-based systems often experience challenges such as implementing multiple tools, function calling, and orchestrating the workflows of the tool calling. An agent uses a function call to invoke an external tool (like an API or database) to perform specific actions or retrieve information it doesnt possess internally.
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