CCNG
MAY 14, 2025
Key Takeaways CX Drives Brand Loyalty and Growth Like Chick-fil-As exceptional service has fueled its growth, delivering superior CX in your contact center can differentiate your brand, create loyal advocates, and boost revenue. Key Challenges Hindering CX Excellence Common pitfalls include disjointed technology, high agent turnover, and a lack of a CX-centric culture.
3CLogic
MAY 13, 2025
Customer service isnt just about solving problems anymore, its about creating seamless, connected experiences from the very first interaction. With ServiceNow CRM, organizations are already bridging the gap between departments, unifying customer data, and automating service workflows. But as customer expectations continue to evolve, so does the need for tools that enhance both speed and accuracy in live interactions.
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SQM Group
MAY 13, 2025
Discover the most efficient call center structures that enhance performance metrics like FCR and customer satisfaction. Maximize your center's success today!
Global Response
MAY 13, 2025
Read Time: 7 minutes Table of Contents Introduction Customer service is an essential part of business success. Whether it’s making an excellent first impression or setting the stage for long-term loyalty, the level of customer service you provide does a lot of heavy lifting. How exactly, though, do you assess the effectiveness of a customer service strategy?
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AI has transformed how enterprises deliver customer service, enabling faster engagement, problem-solving, and cost savings. However, traditional AI Agents often rely on rigid conversation flows, risking customer trust when conversations stray from predefined paths. These limitations prevent businesses from fully realizing AI’s potential for cost-efficiency and productivity.
Connect
MAY 15, 2025
What you need to know before jumping on the bandwagon. With its ability to complete complex tasks and meet objectives with little or no human supervision, agentic AI is a trending topic in the contact centre industry as operators embrace ways to streamline operations, improve the customer experience (CX) and reduce costs. Adoption is accelerating. According to findings from an enterprise survey on AI , Deloitte predicts that in 2025, 25% of companies that use generative AI ( GenAI ) will launch
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
MAY 13, 2025
This post was co-written with Julio P. Roque Hexagon ALI. Recognizing the transformative benefits of generative AI for enterprises, we at Hexagons Asset Lifecycle Intelligence division sought to enhance how users interact with our Enterprise Asset Management (EAM) products. Understanding these advantages, we partnered with AWS to embark on a journey to develop HxGN Alix, an AI-powered digital worker using AWS generative AI services.
CX Journey
MAY 14, 2025
As customer expectations continue to rise and technology evolves at an unprecedented pace, customer experience (CX) leaders are being called to transform – not just their strategies but their very own roles. No longer can CX be treated as a siloed function or discipline. It must become a company-wide imperative – embedded in culture, grounded in a deep understanding of both customers and employees , and powered by technology.
ShepHyken
MAY 12, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the benefits of combining technology with personal interaction in customer service? What role does listening play in improving the customer experience? How important is it for businesses to include digital and human touchpoints in customer interactions?
Contact Center Pipeline
MAY 13, 2025
Deciding how and where to locate contact centers in today’s climate is like attempting to dock a ship in rough waters. Such conditions including changing winds and deep, strong currents require the utmost attention to what is going on and considerable skills to navigate the operation successfully into the safe harbor.
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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.
AWS Machine Learning
MAY 13, 2025
Generative artificial intelligence (AI) applications are commonly built using a technique called Retrieval Augmented Generation (RAG) that provides foundation models (FMs) access to additional data they didnt have during training. This data is used to enrich the generative AI prompt to deliver more context-specific and accurate responses without continuously retraining the FM, while also improving transparency and minimizing hallucinations.
Ansafone
MAY 12, 2025
Youve been on hold for ten minutes. The music is looping, your issue is urgent, and when someone finally answers, they ask you to repeat everything you already said. Sound familiar? Once a frustrating norm in customer service, its exactly the kind of experience that todays consumers no longer tolerate. Businesses now need to reconsider what customer service really means, with a focus on building trust, offering convenience, and making every interaction feel seamless.
ShepHyken
MAY 13, 2025
Recently, I had an experience with a company and thought, I hate this … Why do they make me do this? This question wasnt because of curiosity. No, I was thinking that this is something other customers must hate as well, but they make them do it anyway. So, I started a personal brainstorming session to list various processes, requirements, policies, rules, and more that cause customers to question why they continue to do business with these companies.
Contact Center Pipeline
MAY 14, 2025
The last few years have seen AI evolve from a theoretical advantage to a central force in customer experience, especially in contact centers. With generative AI, large language models, and now Agentic tools gaining momentum, many businesses are racing to claim their stake in the AI-powered future.
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The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.
AWS Machine Learning
MAY 14, 2025
According to a Gartner survey in 2024 , 58% of finance functions have adopted generative AI, marking a significant rise in adoption. Among these, four primary use cases have emerged as especially prominent: intelligent process automation, anomaly detection, analytics, and operational assistance. In this post, we show you how Amazon Q Business can help augment your generative AI needs in all the abovementioned use cases and more by answering questions, providing summaries, generating content, and
PeopleMetrics
MAY 15, 2025
When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.
CSM Magazine
MAY 13, 2025
As we move further into 2025, the customer service landscape is once again on the brink of transformation this time, thanks to significant evolution in artificial intelligence capabilities. Agentic AI is p ositioned as the next major leap forward, agentic AI goes beyond automating simple tasks or generating content. It promises something far more ambitious: the ability for AI agents to make complex decisions, handle entire workflows, initiate actions, and function independently of human oversig
Concentrix
MAY 13, 2025
Threat actors explained: explore cybercrime and punishment by profiling threat actors, from lone hackers to state-sponsored groups.
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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
MAY 14, 2025
This post is the second part of the DeepSeek series focusing on model customization with Amazon SageMaker HyperPod recipes (or recipes for brevity). In Part 1 , we demonstrated the performance and ease of fine-tuning DeepSeek-R1 distilled models using these recipes. In this post, we use the recipes to fine-tune the original DeepSeek-R1 671b parameter model.
Ansafone
MAY 12, 2025
At Ansafone Contact Centers, we understand that managing customer interactions effectively is a top priority for businessesyet maintaining an in-house call center can come at a significant cost. Call center outsourcing costs refer to the financial investment companies make when they partner with an experienced provider to handle their customer communication channels.
CSM Magazine
MAY 13, 2025
Here well explore real-world case studies showcasing how top companies leveraged cutting-edge CX technology to transform their customer service and boost loyalty. Case Study 1: How a Global Retailer Reduced Response Times with AI Chatbots Company: A multinational retail chain with millions of customers worldwide Challenge: High volume of repetitive customer inquiries leading to long wait times and overwhelmed agents Solution: Implemented AI-powered chatbots integrated with their contact center s
Interaction Metrics
MAY 14, 2025
Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies dont want to collect customer feedback in all its various forms, so they send their survey from a do-not-reply platform.
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Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
AWS Machine Learning
MAY 15, 2025
This post is co-written with Ken Tsui, Edward Tsoi and Mickey Yip from Apoidea Group. The banking industry has long struggled with the inefficiencies associated with repetitive processes such as information extraction, document review, and auditing. These tasks, which require significant human resources, slow down critical operations such as Know Your Customer (KYC) procedures, loan applications, and credit analysis.
Avoxi
MAY 13, 2025
5 Top Cloud Communication Computing Platforms (2025) If youre reading this, youre probably knee-deep in one of two situations: Youre expanding operations across borders and need voice infrastructure that withstands pressure.Youre tired of your aging, on-prem PBX system draining your budget and holding back your operational flexibility.Either way, rather than asking, What is a cloud… The post 5 Top Cloud Communication Computing Platforms (2025) appeared first on AVOXI.
CSM Magazine
MAY 13, 2025
Aneta Korobkina, customer service and leadership coach When most people think of countries with exceptional customer service, a few traditional names may come to mindbut Armenia is quickly proving it deserves its place on this list. According to Aneta Korobkina , an internationally recognized coach in customer service and leadership, Armenia’s level of service is much better than in some European countries.
Help Scout
MAY 14, 2025
We want people to tell us whats not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Customer Think
MAY 15, 2025
Many marketing pundits are advising B2B marketers to connect with potential buyers on an emotional level. And at first glance, this advice appears to be sound. In their often-cited paper, “The Long and Short of It,” advertising effectiveness gurus Les Binet and Peter Field wrote: “Emotional campaigns.
Avoxi
MAY 13, 2025
Top 7 Hosted PBX Providers for Enterprise in 2025 Managing business communications across countries, teams, and time zones shouldnt be a constant juggling act. If youre still relying on outdated phone systemsor patching together tools that werent built to scaleyoure likely wasting time, money, and energy. Hosted PBX solutions are cloud-based systems that offer enterprise-grade… The post Top 7 Hosted PBX Providers for Enterprise in 2025 appeared first on AVOXI.
CSM Magazine
MAY 13, 2025
Many of todays businesses are investing in omnichannel CX software to unify customer interactions across phone, email, chat, social media, and more. But how do you measure the true value or ROI (Return on Investment) of your omnichannel customer service strategy? Understanding and tracking the right metrics not only helps justify your investment in customer experience (CX) software and contact center software, but also guides continuous improvement to boost customer satisfaction and operational
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