Customer Think
JUNE 23, 2025
Contact centers are under increasing pressure to deliver faster, more personalized support with fewer resources. As AI adoption grows, agentic AI emerges as the subsequent transformation phase. These systems take automation to new heights by initiating actions, making decisions, and adapting based on real-time inputs.
SQM Group
JUNE 24, 2025
Unlock the power of rapport in your contact center! Find out which phrases can elevate customer interactions and lead to higher satisfaction and resolution rates.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
JUNE 25, 2025
The November 2024 Feature article, “Ensuring Quality in Anxious Times,” focuses on the quality assurance and quality management (QA/QM) challenges facing – but also opportunities available – to contact centers, such as those provided by artificial intelligence (AI)-driven applications.
Interactions
JUNE 23, 2025
Today’s customer journey doesn’t follow a straight line, and it certainly doesn’t stick to one channel. Whether it’s a quick question over chat, a follow-up by phone, or a request through SMS, customers expect to get help when and how they want it. That expectation holds true across industries and demographics, and it’s raising the bar for what “good service” really means.
Advertisement
The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
TeleDirect
JUNE 21, 2025
How Inbound Call Centers Reduce Customer Churn and Increase Retention Rates Introduction In today’s hyper-competitive market, retaining existing customers has become more critical than acquiring new ones. While marketing campaigns and promotions may bring customers through the door, long-term business growth depends on delivering exceptional experiences that build loyalty.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JUNE 24, 2025
Casinos have long relied on the pit boss to oversee operations, manage disputes, and maintain fairness at the tables. But as player expectations have shifted, especially in digital environments, the role of frontline staff has expanded far beyond these functions. Whether in physical venues or online platforms, customer experience is now a competitive differentiator.
Calabrio
JUNE 24, 2025
Workforce Engagement 7 Questions Every Contact Center Leader Should Ask About Retention Share Book a demo Let’s get started In contact centers, every agent departure carries a steep cost. Replacing just one contact center agent can cost up to $20,000 on average. And that price tag doesn’t even factor in the lost expertise, strained customer experiences, and mounting pressure turnover can place on your team.
Ansafone
JUNE 24, 2025
Introduction: Setting the Stage for Patient-Centered Care Patient-centered care is a healthcare approach that prioritizes the individual needs, values, and preferences of each patient. Rather than treating patients as cases or conditions, it places them at the core of every medical decision and interaction. In this model, customer service becomes more than a support function — it becomes a critical driver of trust and satisfaction.
ShepHyken
JUNE 23, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can cultural differences impact customer service interactions? What role does personalization play in enhancing the customer experience across different cultures? Why is it essential to understand local cultural perceptions when building brand value?
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.
CSM Magazine
JUNE 24, 2025
Why Multi-Channel Support Needs a Smarter Approach Customers today don’t think in terms of channels—they just want to reach your business in the easiest way possible. One moment, they’re on live chat. Next, they’re following up via email or calling directly. For businesses, this presents a challenge: keeping the experience consistent, regardless of how or where a conversation begins.
Nicereply
JUNE 24, 2025
Have you ever started a conversation with a company via live chat, then switched to email or phone, only to repeat yourself? Frustrating, right? That’s exactly the problem omnichannel solves. The omnichannel approach is the key to creating a smooth and connected customer experience across multiple platforms. Whether a customer interacts with your business online, in a physical store, or through social media, omnichannel connects every touchpoint in one journey.
TechSee
JUNE 26, 2025
Most startups begin with a pitch. TechSee began with a problem. Years ago, Eitan Cohen found himself constantly troubleshooting his mother-in-law’s home setup—her TV wouldn’t sync, her computer kept crashing, and her smart devices wouldn’t connect. She couldn’t explain what was going wrong, and he couldn’t figure it out without being there in person.
ShepHyken
JUNE 22, 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. How to Improve Retail Customer Experiences: 12 Practical Tips (2025) by Shopify Staff (Shopify) Learn what a great retail customer experience looks like, with 12 practical tips to improve the retail experience and generate more sales.
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!
CSM Magazine
JUNE 27, 2025
Raz Dar, CEO of Elvee , explores why investing in the growth and empowerment of contact center supervisors is essential to building resilient, high-performing teams. With annual turnover rates in contact centers exceeding 60%, the cost of poor retention can surpass millions of dollars. And to make matters worse, that staggering sum is just the tip of the iceberg, with training costs and time, as well as deteriorating customer service, a loss of institutional knowledge, performance KPIs not being
Balto
JUNE 27, 2025
When a customer reaches out for help, one thing matters most: getting it right the first time. First Contact Resolution (FCR) is the percentage of customer issues resolved during the initial interaction, with no need for a follow-up, escalation, or repeat contact. The FCR formula is: FCR = (Issues Resolved on First Contact / Total Issues Handled) x 100 In this guide, we’ll walk through how to measure first contact resolution (FCR) step-by-step, and even include an FCR calculator to simplif
SharpenCX
JUNE 27, 2025
Discover how AI contact center software improves and outperforms legacy systems by streamlining operations, equipping agents with real-time insights, and more.
Global Response
JUNE 26, 2025
Self-service for contact centers refers to the systems that enable customers to resolve their own issues without the assistance of a human agent. Self-service options include IVR, text assistance, chat assistance, web portals, knowledge bases, FAQs, and bots. Read Time: 18 minutes Table of Contents Introduction In today’s fast-paced digital landscape, contact center self-service options have emerged as essential tools for enhancing customer support and operational efficiency.
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.
CSM Magazine
JUNE 26, 2025
When it comes to customer satisfaction in the fast-food industry, Chick-fil-A has once again claimed its spot at the top. For the 11th consecutive year, the beloved restaurant chain has outshone competitors like Panera and Starbucks on the American Consumer Satisfaction Index (ACSI). Excelling in Customer Satisfaction Benchmarks Chick-fil-A didn’t rise to the top of the ACSI by accident.
Balto
JUNE 26, 2025
Your agents might be off the phone, but they’re not off the clock. The meaning of after-call work (ACW) in a call center refers to the tasks agents complete immediately after a customer interaction, like updating the CRM, tagging the call type, or scheduling follow-ups. It’s not just admin overhead: ACW directly impacts average handle time (AHT), agent utilization, and customer satisfaction.
Comm100
JUNE 23, 2025
Nobody wakes up excited about deploying software on-premises. If you’re reading this, chances are you’re not here by choice. Maybe your compliance team handed down requirements for an AI Live Chat solution that rule out cloud solutions. Perhaps your IT security policies demand complete data control. Or your industry regulations simply won’t budge on where customer data can live.
Global Response
JUNE 24, 2025
Read Time: 7 minutes Table of Contents Introduction If you want your company to have a loyal following, increased revenue, and a bigger consumer base, then it is time to invest in customer experience (CX). You could have the best product in the world, but if your cx is poor, it will not matter. Don’t believe us? In this guide, we’re going to break down what the customer experience really is, the benefits of making it a main focus of your brand, and how you can create experiences your customers
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.
CSM Magazine
JUNE 24, 2025
Every founder dreams of taking their company public. But while most of the attention tends to focus on revenue, market share, and that all-important IPO date, there’s another factor that often gets overlooked: customer loyalty. It may not show up on a balance sheet, but it can make or break a company’s momentum. The strongest brands entering the public markets aren’t just profitable—they’re trusted.
Balto
JUNE 25, 2025
When a customer calls your support line, how long are they willing to wait? And how quickly can your team answer? Service level is one of the most important metrics in any call center. It measures the percentage of calls answered within a target time — typically 20 or 30 seconds — and helps teams balance speed, staffing, and customer experience. Improving service level requires a mix of smart staffing, efficient call handling, and — increasingly — real-time agent tools like Balto that help teams
Contact Center Pipeline
JUNE 24, 2025
Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the customer experience (CX). The stakes are high, and agents must deliver the highest caliber of service because almost two-thirds of customers leave after just one negative encounter.
VirtualPBX
JUNE 24, 2025
Very simply, an SMS notification is a text message sent to a user’s mobile phone to deliver timely information, alerts, or updates. It doesn’t require internet access, rather uses the same technology behind traditional text messages— Short Message Service (SMS) protocol. Every SMS notification will include: the Sender ID (e.g., FedEx) a message body limited to 160 characters (longer messages are segmented) plain text only for SMS or media-rich messages for MMS How Do SMS Notification
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.
CSM Magazine
JUNE 26, 2025
CX hit an all-time low in North America, while Europe made some gains and Asia Pacific struggled. According to Forrester’s global Customer Experience Index (CX Index ) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality — weaker employee experience, waning customer obsession, disappointing tech implementations, and economic volatility — continue to impact how consumers perceive CX quality.
Balto
JUNE 23, 2025
Your customers are telling you what they need — but are you really hearing them? Speech analytics tools help contact centers turn thousands of conversations into clear, actionable insights. At Balto , we know that real-time performance hinges on what happens in the moment. That’s why we created this guide to the top speech analytics tools in 2025 — what they are, why they matter, and how to choose the right one for your team.
Connect
JUNE 25, 2025
Artificial intelligence (AI) revolutionised how contact centre operators can leverage data analytics to transform how businesses understand, engage with, and respond to their customers to deliver better experiences. By Karl Reed, Connect SA. The ability to bring together and analyse multiple data points gave operators a better handle on customer demands while empowering agents with the insights needed to provide faster interactions with less friction and greater empathy.
Expert insights. Personalized for you.
49 
Let's personalize your content