TeleDirect

MAY 7, 2025

How Outsourced Call Centers Help Small Businesses Scale Quickly Introduction For small businesses looking to grow, partnering with an outsourced call center can be a game-changing strategy for scaling customer service operations.Limited staff, budget constraints, and inconsistent customer engagement often stand in the way. Thats where outsourced call centers come inproviding a cost-effective, professional, and scalable solution that allows small businesses to compete with larger players.

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outsourcing Call Center Multichannel Morale 62

CCNG

MAY 7, 2025

Would you rather be a king 500 years ago or a middle-class person today? Your answer says a lot about how you understand human satisfaction. If you think satisfaction is about objective conditionsclean water, antibiotics, Google in your pocketyoull probably choose modern middle class. If you think its all relative that satisfaction lives in the gap between what you expected and what you gotyou might lean king.

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CCNG Government Wait times Call Center 195

VirtualPBX

MAY 7, 2025

When customers call your business, theyre giving you something valuable: their time. Whether theyre looking for answers, support, or guidance, how you handle that moment shapes their entire experience. Thats where a warm transfer comes inand why weve pulled together real-world warm transfer script examples to help you do it right. In the sections ahead, well break down what a warm transfer really means, why it matters, and how to make every handoff feel smooth, helpful, and human.

Scripts 59

Scripts CRM Interactive Voice Response Best practices 59

TeleDirect

MAY 7, 2025

HIPAA and PCI Compliance in Call Centers: What You Must Know Introduction In today’s data-driven world, HIPAA and PCI compliance in call centers is more critical than ever as they handle vast amounts of sensitive informationfrom medical records to credit card numbers. For businesses in healthcare, finance, insurance, and e-commerce, maintaining compliance with HIPAA (Health Insurance Portability and Accountability Act) and PCI DSS (Payment Card Industry Data Security Standard) isnt optiona

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Call Center Healthcare voip Finance 62

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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.

SaaS

TCN

MAY 7, 2025

Are your customers confident that their sensitive information is secure? Recently, data breaches and privacy concerns have been constant threats and have weakened customer trust. For contact centers, this translates to a need for strong data security and privacy measures. As highlighted by IBM, a major technology company, Data compliance is the act of adhering […] The post Building Trust with Customers Through Data Security and Privacy appeared first on TCN.

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Contact Center Technology 52

TechSee

MAY 8, 2025

In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.

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Scripts Enterprise 124

Contact Center Pipeline

MAY 8, 2025

Forrester Research’s most recent annual Customer Experience Index (CX Index™) rankings revealed several disturbing trends about the customer experience (CX).

Customer Experience 130

Customer Experience CRM Chatbots Feedback 130

CX Journey

MAY 7, 2025

Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they? How do they compare? And how are they used?

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Journey mapping Finance Customer centricity Coaching 81

ShepHyken

MAY 6, 2025

Im going to start this article with a theme Ive preached for years: When it comes to customer service and experience, our customers no longer compare us just to our competitors. Their mental benchmark, whether they know it or not, comes from the best experience they have had from any company or brand. Its companies like Amazon, Apple, Costco, Chick-fil-A, and others that excel in providing an experience that gets customers to come back, that become our customers standard for service.

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Customer Experience Benchmark Customer Service Technology 205

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.

Sales

BlueOcean

MAY 7, 2025

Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl

Technology 62

Technology Customer Experience CRM Average Handle Time 62

Contact Center Pipeline

MAY 7, 2025

Aside from artificial intelligence (AI) being the most important technology trend for contact centers to get behind, it’s also evolving at a pace that few organizations can keep up with. The benefits are undeniably attractive, but the complex nature of AI offerings makes it difficult for buyers to know what they’re really getting.

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Contact Center Technology Customer Experience 130

Interactions

MAY 7, 2025

Contacting a utility companys customer service is no ones idea of a fun way to spend an afternoon. Yet, some aspects of the customer experience are particularly frustrating for utility customerslong wait times, confusing payment processes, and poor communication are among the most common complaints. Dissatisfied customers can cost your business more than just goodwill.

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Interactive Voice Response Wait times Chatbots Accountability 62

ShepHyken

MAY 4, 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. Here’s Why Trader Joe’s Doesn’t Need A Loyalty Program… And You Might Not, Either. by Brittany Hodak (Brittany Hodak) A recent article in Customer Experience Dive noted that 90% of grocery shoppers now switch between online and in-store, and most re

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Customer Service Best practices Customer Experience Personalization 167

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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.

Cloud contact

CSM Magazine

MAY 6, 2025

Most businesses this year are realizing that, in competitive markets, customer service practices directly affect brand loyalty and revenue. As such, every startup must make it a policy to win over and retain customers. The good news is that small business can grow their customer service if they prioritize personalization, become proactive in the support offered, and leverage Artificial Intelligence.

Customer Service 52

Customer Service First call resolution Scripts Coaching 52

Contact Center Pipeline

MAY 6, 2025

Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with a witty twist, like a fire station burning down or a police station being robbed.

Personalization 130

Personalization Customer Service Technology Customer Experience 130

Momentum Telecom

MAY 8, 2025

Your agents are already in Microsoft Teams to collaborate. But when they have to leave that environment just to help customers, it creates friction. Theyre forced to juggle siloed tools, one for calls, another for chat, and yet another for email. It slows them down, increases errors, and wears them out. The result? Slower response times, missed insights, and frustrated customers.

Contact Center 59

Contact Center Call flow CRM Virtual Agent 59

ROI CX Solutions

MAY 8, 2025

Read Time: 7 minutes Table of Contents Defining intelligent virtual agents Key features of intelligent virtual agents How do intelligent virtual assistants work? How ROI CX Solutions Improves Efficiency with AI Tech Benefits of leveraging intelligent virtual agents Future trends in intelligent virtual agent technology Conclusion Introduction With customer expectations changing and developing all the time, many businesses struggle to cost-effectively scale their customer support solutions or prov

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Virtual Agent Chatbots Analytics Accountability 52

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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.

Contact Center

24-7 InTouch

MAY 7, 2025

When you think of content moderation, you might picture it as a behind-the-scenes operation hidden teams working together to swiftly remove inappropriate videos or offensive comments, quietly maintaining order online. But content moderation is much more than just digital housekeeping. It actively shapes your brands identity, values, and reputation even if you dont realise it.

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Advertising Customer Experience Accountability Marketing 52

Comm100

MAY 7, 2025

The best support agents in any organization are easily recognizable; they remain calm under pressure, are lightning-fast with their answers, and are extremely detail-oriented. Now imagine giving every agent on the team the same superpowers. Thats the promise of AI Copilots. Theyre not here to replace your team; theyre here to amplify their impact. From surfacing the right information at the right time to rewriting responses with perfect tone and clarity, AI Copilots work behind the scenes to rem

Customer Service 52

Customer Service Benchmark Coaching Metrics 52

CSM Magazine

MAY 7, 2025

The modern financial landscape is defined by an unprecedented surge in data volume, velocity, and variety, demanding immediate insights for survival. High-frequency trading algorithms require millisecond-level responses, while real-time risk models and instant fraud alerts are crucial for mitigating losses and ensuring compliance. Traditional centralized cloud infrastructures often struggle with the inherent latency and bandwidth limitations required for such instantaneous processing, alongside

Finance 52

Finance Government Analytics Technology 52

Maru Group

MAY 6, 2025

As Marks and Spencer continue to suffer through one of the worst cases of cyber disruption in recent memory, all eyes are on their response and whether the fallout from the attack will continue to hit their bottom line in the long term. We wanted to see just how much of an effect a cyber-incident of this scale can have on an organisation, even one as established and reputable as M&S and whether a brands reputation can actually help them to better survive an attack of this kind.

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Banking Sales Marketing Customer Experience 52

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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.

Contact Center

Hodusoft

MAY 7, 2025

Why Real Estate Needs AI-Powered Call Centers? Effective communication. Unwavering trust. Strong interpersonal relationships. These have always been the foundation for the real estate industry. And always will be. However, thanks to technological innovation, the sector is undergoing rapid transformation. Clients expect faster responses, personalized service, and seamless experiences across every interaction.

Real estate 52

Real estate Call Center call center solutions Government 52

Nicereply

MAY 6, 2025

Google Forms is a reliable tool for creating surveys and collecting data, and it is valued for its simplicity and seamless integration with other Google services. Its a popular choice among individuals and businesses for quick and easy form creation. However, users often seek alternatives offering advanced customization, better design, and richer functionality to create more engaging and tailored forms for their audience.

Surveys 52

Surveys Analytics Feedback Education 52

Certified Languages International

MAY 7, 2025

Artificial intelligence (AI) speech translation promises to break down language barriers, but its effectiveness and reliability are still up for debate. While these systems leverage advanced machine learning and speech recognition technologies, they can struggle with nuances, context, and cultural differences, leading to errors and misunderstandings.

Technology 52

Technology 52

AnswerConnect

MAY 6, 2025

Explore 7 real-world AI disasters that cost companies trust, reputation, and revenue. From rogue bots to legal backlash, these stories prove why real human connection still matters - especially in customer service. Discover why AnswerConnect says: Real people, not bots. The post 7 AI disasters that prove humans are irreplaceable in customer service appeared first on AnswerConnect Blog.

Customer Service 52

Customer Service 52

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!

Marketing

TMP Direct

MAY 7, 2025

In todays fast-paced business environment, organizations are constantly pressured to innovate, reduce costs, and improve operational efficiency. Business Transformation Outsourcing (BTO) has emerged as a powerful strategy for companies looking to achieve these goals while maintaining a competitive edge. BTO Solutions goes beyond traditional outsourcing by focusing on strategic transformation, enabling businesses to enhance performance, adopt new technologies, and respond more effectively to mark

outsourcing 52

outsourcing Customer centricity Analytics Best practices 52

Inbenta

MAY 9, 2025

Many companies rush to adopt AI, particularly Generative AI, but can falter due to poor data prep and challenges with integration. As Inbenta CEO Melissa Solis explains, clean, accurate data is essential, as is any solutions ability to integrate with a companys existing systems. By focusing on specific goals and working with adaptable AI providers like Inbenta, companies can overcome many of these issues to effectively implement AI solutions and improve how their business operates.

Enterprise 11

Enterprise Analytics Metrics Technology 11

FluentStream

MAY 8, 2025

At FluentStream, weve always believed that delivering an amazing customer experience is just as important as providing innovative technology. Thats why were beyond proud to announce that FluentStream has received two major awards recognizing our dedication to customer service: Silver. Read More The post FluentStream Wins Two Awards Recognizing Excellence in Customer Service appeared first on FluentStream.

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Customer Service Technology Customer Experience 52