SQM Group

JUNE 17, 2025

Maximize your contact center's ROI with three proven strategies. Learn how to leverage customer insights, optimize agent performance, and invest in technology.

Contact Center 97

Contact Center Technology 97

TeleDirect

JUNE 17, 2025

Why Inbound Call Centers Are Essential for Business Success Introduction Inbound call centers have become a critical component of customer service excellence in today’s hyper-competitive market. As companies focus on improving satisfaction, loyalty, and retention, inbound call centers serve as a crucial customer engagement hub, providing real-time support, resolving issues, and driving business growth.

Call Center 71

Call Center outsourcing First call resolution Abandon rate 71

TeleDirect

JUNE 16, 2025

Why Call Center Data Security Matters — and How Teledirect Leads the Industry Call center data security isn’t just a technical requirement—it’s a business imperative. In today’s compliance-driven world, customer support isn’t just about responsiveness—it’s about responsibility. If your call center partner can’t demonstrate clear, auditable data security practices, your business could be exposed to significant financial, legal, and reputational risk.

Call Center 105

Call Center voip Healthcare Interactive Voice Response 105

Balto

JUNE 16, 2025

If your agents are logged in for eight hours but only actively helping customers for five, what does that say about your call center’s performance? That’s exactly what agent utilization helps you measure. Call center agent utilization is one of the most important — and misunderstood — metrics in call center operations. And getting it right can mean the difference between efficient staffing and costly inefficiencies.

Call Center 40

Call Center Benchmark Coaching Call Logging 40

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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.

ShepHyken

JUNE 16, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a brand turn customer service interactions into opportunities for brand loyalty? What are the benefits of proactive customer service? How does smart technology enhance the overall customer experience? What role does customer feedback play in improving the overall service experience?

Customer Care 200

Customer Care Customer Service Feedback Technology 200

Contact Center Pipeline

JUNE 17, 2025

There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice. It is a provocative question, and I encourage you to ask yourself: If I were a customer calling my contact center, would I be satisfied with the experience?

Contact Center 130

Contact Center Consulting Consulting Coaching 130

TechSee

JUNE 17, 2025

Everyone wants to deploy AI. But here’s the dirty secret: most AI systems aren’t failing because the algorithms are weak. They’re failing because the data is. According to Gartner, up to 85% of AI projects fail due to poor data quality, not model design. AI can only be as smart as the information it’s fed. And in enterprise customer service, that data is often incomplete, mislabeled, or missing critical context.

Enterprise 109

Enterprise Chatbots CRM Customer Service 109

ShepHyken

JUNE 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. NiCE Research Reveals Customer Service Happiness Is Rising by Contact Centres (Contact Centres) NiCE’s 2025 Global Happiness Index reveals that consumers are now experiencing the benefits of AI in CX, and 69% trust AI-powered companies as much, or even more, than those wit

Customer Service 190

Customer Service Feedback Customer Experience Customer Care 190

Callminer

JUNE 19, 2025

Artificial intelligence is a fundamental component of business strategy today. Read this blog to discover how businesses can leverage AI analytics to discover hidden insights within large datasets.

Analytics 182

Analytics 182

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.

Coaching

Contact Center Pipeline

JUNE 19, 2025

“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not expecting a response. It is a way to say goodbye — clear and final. I know this isn’t radio, but it is the end of a transmission.

Coaching 130

Coaching Technology Customer Experience 130

TechSee

JUNE 19, 2025

AI orchestration is supposed to be the brain of your service stack—connecting bots, workflows, agents, and data streams into one intelligent system. But many enterprises are discovering that their orchestration platforms are operating with a critical blind spot: they don’t know what’s actually happening on the ground. Text entries, CRM tags, and keyword-based workflows offer structure—but not context.

Enterprise 109

Enterprise Self service CRM Engineering 109

ShepHyken

JUNE 17, 2025

While this isn’t formal research, I’ve asked many people the question, “What do you think is the most common question that customers ask employees?” I made the point that this isn’t about calling customer support; it’s a people-to-people interaction. Almost everyone answers correctly: “Where’s the bathroom?” If you were asked that every day – sometimes multiple times throughout the day – at what point would you start to act frustrated with any customer who asked you that question?

Entertainment 160

Entertainment Customer Service Personalization Customer Experience 160

CX Journey

JUNE 18, 2025

A few weeks ago, I wrote about the evolving roles of customer experience (CX) leadership , including (and especially) how critical integrating employee experience (EX) is to the five key shifts shaping the future of CX leadership. This is an important topic to address and build on because customer experience has often been viewed as a soft functional discipline, centered around surveys, journey maps, and service touchpoints.

Customer centricity 94

Customer centricity Government Journey mapping Virtual Agent 94

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

AWS Machine Learning

JUNE 17, 2025

This post is co-written with Vicky Andonova and Jonathan Karon from Anomalo. Generative AI has rapidly evolved from a novelty to a powerful driver of innovation. From summarizing complex legal documents to powering advanced chat-based assistants, AI capabilities are expanding at an increasing pace. While large language models (LLMs) continue to push new boundaries, quality data remains the deciding factor in achieving real-world impact.

Government 100

Government Enterprise Engineering SaaS 100

Steve DiGioia

JUNE 19, 2025

If you’re relying on Social Security to make ends meet, there’s a modest increase on the horizon. In 2026, monthly benefits are projected to rise by 2.5%, giving the average retiree about $50 more per month. But before you get too excited, experts warn: this small bump may not be enough to cover the rising cost of everyday essentials like food, housing, and medical care.

Finance 130

Finance Healthcare Management 130

PeopleMetrics

JUNE 17, 2025

Even in the age of AI, Gen Z and Millennials want empathy, not just efficiency. These generations might be the most tech-savvy in history. But beneath the speed, automation, and AI fluency is a deeper, often overlooked truth: They crave emotional connection. They evaluate leadership on self-awareness. They want to feel heard, not just helped. According to the 2025 Deloitte Gen Z and Millennial Survey: 67% of Gen Zs and 71% of Millennials say they feel stressed or anxious most of the time Fewer t

Marketing 71

Marketing Scripts Healthcare Surveys 71

Contact Center Pipeline

JUNE 18, 2025

Over the years, we have had the privilege of sharing the pages of Contact Center Pipeline with so many industry leaders with generous spirits, who are wonderful mentors and friends. This month, in honor of her retirement, I would like to share my appreciation for one of the best, Kathleen Peterson.

Contact Center 130

Contact Center Call Center Customer Experience 130

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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

AWS Machine Learning

JUNE 16, 2025

This is a joint post co-authored with Harsh Vardhan, Global Head, Digital Innovation Hub, Apollo Tyres Ltd. Apollo Tyres , headquartered in Gurgaon, India, is a prominent international tire manufacturer with production facilities in India and Europe. The company advertises its products under its two global brands: Apollo and Vredestein, and its products are available in over 100 countries through a vast network of branded, exclusive, and multiproduct outlets.

Engineering 117

Engineering Benchmark Enterprise Construction 117

Steve DiGioia

JUNE 19, 2025

In 2025, headlines are swirling about “$12,000 stimulus payments” — and while it’s not technically a fourth federal stimulus check, the rumors are based on real money you might be able to claim. Thanks to a combination of tax credits at the federal and state level, many low- to moderate-income families could receive up to $12,000 in refunds. But this isn’t some overnight deposit; it’s a series of stacked benefits—some automatic, some you must file to receive.

Finance 130

Finance 130

CSM Magazine

JUNE 20, 2025

Dealing with upset customers is one of the most challenging aspects of customer-facing roles. Yet, offering stellar customer service hinges on the ability to remain calm, empathetic, and solution-oriented during moments of escalation. The technique of positive positioning is a highly effective strategy that can help de-escalate tense situations while maintaining customer satisfaction and loyalty.

Construction 59

Construction Coaching Accountability Customer Service 59

TeleDirect

JUNE 20, 2025

Why Your Healthcare Practice Needs a Specialized Medical Call Center Introduction In today’s healthcare landscape, patient expectations have evolved dramatically. Patients demand timely communication, personalized attention, and seamless coordination at every stage of their care journey. For healthcare providers, managing these demands while maintaining clinical excellence can be overwhelming.

Healthcare 71

Healthcare Call Center outsourcing call center solutions 71

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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

PeopleMetrics

JUNE 20, 2025

Even if you missed the rest of the series, read this one! This is the final post in our blog series unpacking the most important shift facing brands and employers today: Gen Z and Millennials are no longer “the future,” they are the now. These generations don’t just consume experiences, they curate, judge, and share them. They’re savvy, sensitive to purpose, shaped by financial stress, and raised in a world of instant access and constant change.

Healthcare 62

Healthcare Marketing Finance Advertising 62

Steve DiGioia

JUNE 17, 2025

If you ever got an annoying robocall from Credit One Bank—or even a voicemail with a prerecorded message between 2014 and 2019—you could be entitled to a payout of up to $1,000 as part of a newly announced $14 million class action settlement. The case centers around Credit One allegedly violating the Telephone Consumer Protection Act (TCPA) by placing unauthorized calls using automatic dialing systems or prerecorded messages—sometimes even to people who were never customers.

Banking 100

Banking Call Logging Accountability Finance 100

CSM Magazine

JUNE 20, 2025

For many businesses, contact center agents are the first human touchpoint customers encounter. The impression left by that first interaction often determines customer satisfaction, loyalty, and consequently, the success of your brand. Mastering essential telephone skills is not only critical for providing excellent customer service but can also streamline operations and improve overall business efficiency.

First call resolution 59

First call resolution Wait times Customer retention Contact Center 59

AWS Machine Learning

JUNE 17, 2025

This post is cowritten with Renyu Chen and Dev Tagare from Robinhood. Robinhood has been a pioneer and disruptor in the once staid world of online brokerages. Founded in 2013, the company transformed an industry better known for gatekeeping into an open platform accessible to all. Robinhood pioneered commission-free trading, and harnessed the power of technology and intuitive design to create a seamless and engaging experience for modern investors.

Finance 74

Finance Engineering APIs Marketing 74

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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

PeopleMetrics

JUNE 19, 2025

Gen Z and Millennials are optimistic, ambitious … and quietly exhausted by money stress. On the surface, younger generations look confident. They’re building personal brands, launching side hustles, embracing tech/AI, and pushing for change. But underneath that hustle is a harder truth: They’re carrying more financial anxiety than any generation before them at the same age.

Education 71

Education Marketing Surveys Personalization 71

Steve DiGioia

JUNE 19, 2025

If you’re hoping for a nice summer surprise from the IRS, you might be in luck. Thousands of taxpayers who filed their returns in May are getting an average refund of nearly $3,000, with payouts scheduled to hit bank accounts and mailboxes throughout June and into early July. But before you go refreshing your online banking app, here’s the catch—your refund date depends entirely on how and when you filed.

Banking 130

Banking Accountability Wait times Consulting 130

Global Response

JUNE 19, 2025

Read Time: 16 minutes Table of Contents Introduction High-touch customer experience management is when high-value customers receive personalized support with a customer success manager. In today’s increasingly remote and digital-first world, delivering a high-touch customer experience requires more than just friendly service—it demands intentional strategy, empathetic communication, and the right technological infrastructure.

outsourcing 62

outsourcing Customer Support Contact Center Journey mapping 62