SharpenCX

FEBRUARY 12, 2025

Customer Service as a Service (CCaaS) offers companies an efficient and scalable way to manage customer support.

Customer Support 67

Customer Support Customer Service Management Call Center 67

TechSee

FEBRUARY 10, 2025

At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

ROI CX Solutions

FEBRUARY 12, 2025

Read Time: 8 Minutes Table of contents What is a consolidated call center? Converged vs. consolidated contact centers The value of converged and consolidated contact centers Why do businesses consolidate call centers? Want to boost your operational efficiency? Call center consolidation benefits Considerations when consolidating contact center operations How to implement a consolidated call center To make the best use of their resources, many larger organizations with multiple call centers may ch

Call Center 52

Call Center Contact Center Multichannel Technology 52

DMG Consulting

FEBRUARY 12, 2025

2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX February 2025 DMG Consulting has conducted an annual global survey of enterprise, contact center, customer experience (CX), and IT leaders over the past decade (excluding 2019) to gain insights into business goals and technology investment plans for their servicing organizations during the next year.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Advertisement

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.

Contact Center

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the

Customer Service 216

Customer Service Chatbots Feedback Personalization 216

Bill Quiseng

FEBRUARY 12, 2025

English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

Customer Service 132

Customer Service Customer Experience 132

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. Looking back and re-reading this chapter, I had to laugh. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

Feedback 77

Feedback Marketing Personalization Technology 77

ShepHyken

FEBRUARY 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI simplify the process of delivering a seamless customer experience? How can AI enhance customer service while balancing technology and human interaction? What is the impact of AI on customer service jobs? How can customer support roles evolve with AI?

Customer Experience 223

Customer Experience Customer Support Customer Service Technology 223

AWS Machine Learning

FEBRUARY 10, 2025

This post is co-written with Gordon Campbell, Charles Guan, and Hendra Suryanto from RDC. The mission of Rich Data Co (RDC) is to broaden access to sustainable credit globally. Its software-as-a-service (SaaS) solution empowers leading banks and lenders with deep customer insights and AI-driven decision-making capabilities. Making credit decisions using AI can be challenging, requiring data science and portfolio teams to synthesize complex subject matter information and collaborate productively.

Chief Customer Officer 110

Chief Customer Officer Banking SaaS Engineering 110

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

Callminer

FEBRUARY 10, 2025

Selecting the right CX software is crucial for enhancing customer satisfaction and loyalty. Read this blog for top tips on selecting the right platform for your organization.

Customer Experience 182

Customer Experience 182

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

Enterprise 62

Enterprise Metrics Accountability Construction 62

ShepHyken

FEBRUARY 9, 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. 5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially.

Customer Service 185

Customer Service Best practices Customer Experience Analytics 185

AWS Machine Learning

FEBRUARY 10, 2025

AI agents are rapidly becoming the next frontier in enterprise transformation, with 82% of organizations planning adoption within the next 3 years. According to a Capgemini survey of 1,100 executives at large enterprises, 10% of organizations already use AI agents, and more than half plan to use them in the next year. The recent release of the DeepSeek-R1 models brings state-of-the-art reasoning capabilities to the open source community.

Enterprise 116

Enterprise Engineering APIs Chatbots 116

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.

Cloud contact

Outsource Consultants

FEBRUARY 11, 2025

How bad is CX today? Just ask any customer. Weve all been therestuck in an IVR loop just trying to reschedule an appointment, arguing with a chatbot that wont escalate a simple issue, or waiting endlessly for a refund that shouldve been automatic. Bad CX isnt just frustratingit drives customers away, erodes trust, and costs brands real revenue. The good news?

Upselling 67

Upselling Interactive Voice Response Customer centricity Employee engagement 67

CSM Magazine

FEBRUARY 12, 2025

Relocating across the country is no small feat. It comes with logistical challenges, emotional stress, and a ticking clock. Thats why cross country movers play such a critical role in ensuring the entire process goes smoothly. However, superior customer service is what truly sets the best moving companies apart. After all, packing and transporting belongings is just one part of the jobmaking customers feel supported, heard, and reassured is equally important.

Transportation 52

Transportation Customer Service Chatbots CRM 52

Totango

FEBRUARY 12, 2025

Totango marked a significant milestone on January 22, 2025 a complete rebrand and website update that signals an exciting new chapter, and reflects the journey that brought us to this point. We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players.

Enterprise 62

Enterprise Engineering industry standards B2B 62

AWS Machine Learning

FEBRUARY 11, 2025

In this new era of emerging AI technologies, we have the opportunity to build AI-powered assistants tailored to specific business requirements. Amazon Q Business , a new generative AI-powered assistant, can answer questions, provide summaries, generate content, and securely complete tasks based on data and information in an enterprises systems. Large-scale data ingestion is crucial for applications such as document analysis, summarization, research, and knowledge management.

Enterprise 104

Enterprise Engineering APIs Best practices 104

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.

Contact Center

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

Surveys 62

Surveys Customer centricity Wait times CRM 62

CSM Magazine

FEBRUARY 10, 2025

In today’s world filled with images and visuals, businesses are always in a race to grab customers’ attention. Having an identity can truly set a brand apart. Opting for top-notch design services can help companies stand out, improve their communication efforts, and ultimately succeed. This article delves into why companies must focus on design.

Customer retention 52

Customer retention Marketing Sales Customer Experience 52

TMP Direct

FEBRUARY 12, 2025

In recent years, chatbots have become an integral part of modern customer service, helping businesses streamline interactions and improve customer experience. However, despite their growing presence, several misconceptions continue to surround them. From concerns about their emotional intelligence to fears of replacing human agents, these myths can prevent businesses from fully embracing the potential of chatbots.

Chatbots 52

Chatbots Customer Service Customer emotions Wait times 52

AWS Machine Learning

FEBRUARY 11, 2025

Today, we are excited to announce that the Falcon 3 family of models from TII are available in Amazon SageMaker JumpStart. In this post, we explore how to deploy this model efficiently on Amazon SageMaker AI. Overview of the Falcon 3 family of models The Falcon 3 family, developed by Technology Innovation Institute (TII) in Abu Dhabi, represents a significant advancement in open source language models.

Engineering 87

Engineering Technology Management 87

Advertisement

Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

Vistio

FEBRUARY 10, 2025

For small CX teams, embracing new technology is no longer just an optionits a game-changer. With limited resources and high expectations, lean teams are finding ways to make a massive impact by leveraging the power of AI. These tools arent just filling gaps; theyre transforming how work gets done, enabling teams to achieve results that were once out of reach for their size and budget.

Technology 52

Technology Personalization Best practices Management 52

CSM Magazine

FEBRUARY 14, 2025

Loyal customers not only contribute tomore revenuebut also serve as brand ambassadors, spreading positive word-of-mouth and driving new business. Here are ten actionable strategies to foster customer loyalty and keep your clients coming back. 1. Deliver Exceptional Customer Service Ensure your team is well-trained, empathetic, and empowered to resolve issues quickly and effectively.Personalized service, where customers feel valued and understood, can make all the difference.

Brand ambassadors 52

Brand ambassadors Feedback Customer centricity CRM 52

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control? Failing to strike the right balance in either direction can lead to common pitfalls: Overemphasis on cost cutting: Leading to attrition, understaffing, poor training, and incre

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

AWS Machine Learning

FEBRUARY 12, 2025

This blog post is co-written with Moran beladev, Manos Stergiadis, and Ilya Gusev from Booking.com. Large language models (LLMs) have revolutionized the field of natural language processing with their ability to understand and generate humanlike text. Trained on broad, generic datasets spanning a wide range of topics and domains, LLMs use their parametric knowledge to perform increasingly complex and versatile tasks across multiple business use cases.

Scripts 79

Scripts Metrics Engineering Accountability 79

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

SoliCall

FEBRUARY 10, 2025

Audio processing filters like noise cancellation and accent neutralization are used in telephony in general and specifically in call centers to improve call quality and make communication more efficient. However, these technologies can also have unintended consequences that impact the authenticity of calls, and they may even create liability issues for call centers.

Call Center 52

Call Center Healthcare Finance Technology 52

CSM Magazine

FEBRUARY 14, 2025

Developed by Kurt Lewin in the 1940s, Force Field Analysis is a decision-making tool used to understand the factors that influence a particular situation. It is based on the idea that any situation is the result of a balance between two sets of forcesone driving movement towards a goal (driving forces) and the other restraining movement towards the goal (restraining forces).

Surveys 52

Surveys Management Marketing Technology 52

Kapta Customer Success

FEBRUARY 12, 2025

The Importance of Net Revenue Retention (NRR) Net revenue retention (NRR) is a key metric that measures a company's ability to retain and grow revenue from its existing customer base over time. It is calculated by taking the revenue from existing customers in the current period, including any expansions, contractions, or churns, and dividing it by the revenue from those same customers in the prior period.

Engineering 59

Engineering Metrics 59