Customer Think
JUNE 10, 2025
Creative Commons Photo by: JEShoots I often find myself explaining the freelance customer service and sales model and comparing it to a more traditional contact center environment. How does a more flexible and agile environment actually lead to more committed team members?
Callminer
JUNE 11, 2025
Read this blog to learn which obstacles agents encounter and how AI tools help them at each stage of their work, as well as what organizations should think about when deploying AI solutions.
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Balto
JUNE 12, 2025
Think a contact center and a call center are the same thing? They’re not, and understanding the difference can directly impact your customer experience strategy. At first glance, the terms may seem interchangeable. But as technology and customer expectations have evolved, the gap between the two has grown wider. One is reactive, focused almost exclusively on voice calls.
Beyond Philosophy
JUNE 7, 2025
Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for y
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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.
Contact Center Pipeline
JUNE 12, 2025
The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and generating strong business outcomes, now. Its growing importance in contact centers has made AI the holy grail for achieving customer experience (CX) automation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JUNE 9, 2025
Explore AI-driven conversation automation and virtual agents reshaping contact centers for faster, personalized, and consistent customer support with enhanced workforce efficiency.
AWS Machine Learning
JUNE 10, 2025
AI agents are transforming the landscape of customer support by bridging the gap between large language models (LLMs) and real-world applications. These intelligent, autonomous systems are poised to revolutionize customer service across industries, ushering in a new era of human-AI collaboration and problem-solving. By harnessing the power of LLMs and integrating them with specialized tools and APIs, agents can tackle complex, multistep customer support tasks that were previously beyond the reac
Contact Center Pipeline
JUNE 11, 2025
I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1, 2, and 3.” In Part 3, he discusses the famous metric first call/contact resolution (FCR) and how it is usually not captured by ACD or contact center-as-a-service (CCaaS) systems.
ShepHyken
JUNE 9, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does customer segmentation impact how customer experiences are designed? How can businesses navigate conflicts between different customer groups seeking unique experiences? In what ways do ideological differences between customers influence brand experience?
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Discover the future of customer experience with CallMiner’s whitepaper, The Future of Omnichannel CX in 2025 and Beyond. This insightful guide reveals how top companies are moving beyond traditional surveys and tapping into both solicited and unsolicited feedback to gain a 360-degree view of their customers. Learn how AI-powered conversation intelligence transforms raw customer interactions into personalized, timely outreach that drives higher quality responses, deeper loyalty, and real ROI.
TeleDirect
JUNE 13, 2025
How Call Centers Improve Lead Qualification for Businesses Introduction In the world of sales and marketing, call centers are essential for lead qualification because not all leads are created equal. The ability to separate serious prospects from casual browsers is what distinguishes high-performing businesses from the rest. That’s where lead qualification comes in—and call centers are playing an increasingly critical role in making it efficient, scalable, and data-driven.
CX Journey
JUNE 11, 2025
A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.
Contact Center Pipeline
JUNE 10, 2025
In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered. Outstanding customer experience (CX) starts with the most important aspect of a contact center: human agents. Agents are the heart of any good CX strategy.
ShepHyken
JUNE 8, 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. Marketers Underestimate How Loyal Customers Are and Don’t Understand What Drives Their Loyalty by Adrian Swinscoe (CustomerThink) We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer
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.
TechSee
JUNE 11, 2025
In today’s customer service landscape, contact centers grapple with increasingly complex technical inquiries, from hardware, connectivity and setup issues, to frustrating, troubleshooting issues. These challenges often lead to prolonged interactions, repeat calls, returns, replacements, churn and poor customer satisfaction. Traditional support tools, limited to text or voice inputs, frequently fall short in resolving such complexities efficiently.
SQM Group
JUNE 10, 2025
Post-Call CSat Prediction QA model Login Blog Auto QA my SQM™ - Auto QA Analytics Solution Our Auto QA analytics solution uses AI to evaluate 100% of the calls. my SQM™ auto QA tool provides ROI of up to 600% and improve customer satisfaction scores, reducing repeat calls by up to 40%. Learn More Auto QA Overview Auto QA Personalized Intelligence Rewards & Recognition Agent Self-Coaching CX Benchmarking Agent Self-Training Business Case my.SQM™ vs.
AWS Machine Learning
JUNE 9, 2025
Voice AI is transforming how we interact with technology, making conversational interactions more natural and intuitive than ever before. At the same time, AI agents are becoming increasingly sophisticated, capable of understanding complex queries and taking autonomous actions on our behalf. As these trends converge, you see the emergence of intelligent AI voice agents that can engage in human-like dialogue while performing a wide range of tasks.
Ambs Call Center
JUNE 13, 2025
AI technology is changing how businesses handle phone calls—fast. From AI call answering services to AI virtual receptionists, the options a vailable today are powerful, scalable, and increasingly affordable. But should you build your own AI phone answering system, or buy a ready-made solution?
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Think QA is going fully AI? Not so fast. Leaders are discovering that while automation can help scale QA, it still takes human insight to make the data useful. C2Perform and CX expert Justin Robbins of Metric Sherpa teamed up to explore that balance in this practical new guide. From managing AI fatigue to improving coaching, feedback, and trust, you'll get a clear-eyed look at what works today and what to avoid.
TechSee
JUNE 10, 2025
Customer service isn’t just a cost center—it’s a differentiator. And in 2025, ADT is proving what’s possible when innovation meets intentionality. With over 2.6 million virtual sessions completed and industry-leading customer satisfaction, ADT didn’t just win a Stevie Award for innovation in customer service—they set a new benchmark for what modern support can look like.
Customer Think
JUNE 9, 2025
In this interview, CEO Sage Zaree shares timely insights into the most critical customer experience (CX) trends reshaping the way brands engage, serve, and retain their audiences. From personalization to CX KPIs, Sage outlines how top-tier organizations are architecting customer journeys that scale, optimize, and convert target audiences. Let’s start with personalization.
AWS Machine Learning
JUNE 13, 2025
Generative AI is revolutionizing how businesses operate, interact with customers, and innovate. If you’re embarking on the journey to build a generative AI-powered solution, you might wonder how to navigate the complexities involved from selecting the right models to managing prompts and enforcing data privacy. In this post, we show you how to build generative AI applications on Amazon Web Services (AWS) using the capabilities of Amazon Bedrock , highlighting how Amazon Bedrock can be used at ea
Steve DiGioia
JUNE 12, 2025
If you thought stimulus checks were a thing of the past, think again. The IRS is now sending out up to $1,400 per person to around one million Americans—and chances are, some people don’t even realize they’re eligible. But this isn’t a new stimulus program. It’s part of a retroactive effort to pay out missing 2021 Recovery Rebate Credits from the third round of COVID relief.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
PeopleMetrics
JUNE 11, 2025
These generations don’t wait to be taught. They seek, test, and apply … constantly! One of the most overlooked truths about Gen Z and Millennials is how obsessed they are with self-directed learning. They’ve grown up with YouTube tutorials, Skillshare, Coursera, and TikTok explainers. They learn in public. They learn on the go. They learn on their terms.
Customer Think
JUNE 13, 2025
Modern enterprises that measure and manage CX precisely are better positioned to retain clients, increase wallet share, and reduce costs through efficiency and loyalty. But where should a company begin? Which metrics matter, and how can they be implemented in a way that delivers real impact, not vanity?
AWS Machine Learning
JUNE 11, 2025
This post was co-written with Federico Thibaud, Neil Holloway, Fraser Price, Christian Dunn, and Frederica Schrager from Gardenia Technologies “What gets measured gets managed” has become a guiding principle for organizations worldwide as they begin their sustainability and environmental, social, and governance (ESG) journeys. Companies are establishing baselines to track their progress, supported by an expanding framework of reporting standards, some mandatory and some voluntary.
Steve DiGioia
JUNE 12, 2025
If you’ve seen headlines promising a $2,000 stimulus check coming in June 2025, you’re not alone—and you’re not crazy for wondering if it’s legit. The internet is buzzing with talk of new relief payments, and social media is flooded with claims that checks are just weeks away. But before you start refreshing your bank account, here’s what’s really going on: there is currently no approved $2,000 federal stimulus check for June 2025.
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.
Global Response
JUNE 10, 2025
Read Time: 7 minutes Table of Contents Introduction As businesses grow, in-house customer service becomes more and more challenging to manage. Between time, staffing, expertise, equipment, and infrastructure, running an in-house customer service operation is a major investment that can easily divert resources and attention from core business functions, which is precisely why many businesses often choose to outsource customer service.
SharpenCX
JUNE 9, 2025
Discover how AI call center software transforms healthcare operations by automating appointment scheduling, reducing wait times, delivering real-time analytics, and integrating with EHR systems, enhancing patient satisfaction and staff efficiency.
AWS Machine Learning
JUNE 11, 2025
This post is co-written by Amar Goel, co-founder and CEO of Bito. Meticulous code review is a critical step in the software development process, one that helps delivery high-quality code that’s ready for enterprise use. However, it can be a time-consuming process at scale, when experts must review thousands of lines of code, looking for bugs or other issues.
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