Avoxi
APRIL 1, 2025
10 Best CCaaS Providers for Enterprises and Contact Centers (2025) For enterprise contact centers, customer communication isn't just about speedit's about consistency, clarity, and global reliability. Whether a customer calls from across the city or across the world, your ability to deliver a clear, smooth interaction directly impacts customer satisfaction, loyalty, and revenue.
Calabrio
MARCH 31, 2025
Contact Center AI Generative AI in Contact Centers: The Tech and Use Cases Driving a Revolution in Customer Service Share The contact center landscape is undergoing a dramatic shiftone driven by the adoption and innovation of AI. At the center of the speed and scale of this revolution in customer service is generative AI. Since ChatGPT captured the worlds attention at the end of 2022, its been off to the races, with a host of new models, solutions, and use cases entering the fold.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Ambs Call Center
APRIL 3, 2025
Understand how answering services, call center services, and virtual receptionist help your business communications with a detailed step-by-step guide now!
Calabrio
MARCH 31, 2025
Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 trillion dollars ? Yes, thats trillion , with a t. While that eye-popping sum might be new to you, youre probably familiar with the fact that disengaged teams dont make for great results within the contact center.
Advertisement
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.
ShepHyken
APRIL 1, 2025
Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. When we hear it, we hope its true. We hope it means that the company is going to respect our time, that someone will pick up the call quickly (versus being put on hold for an unreasonable amount of time), and that the agent we talk to will have the knowledge and skills to answer our question or resolve our com
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
APRIL 3, 2025
Inspecting wind turbines, power lines, 5G towers, and pipelines is a tough job. Its often dangerous, time-consuming, and prone to human error. Thats why we at Amazon Web Services (AWS) are working on AI Workforcea system that uses drones and AI to make these inspections safer, faster, and more accurate. This post is the first in a three-part series exploring AI Workforce, the AWS AI-powered drone inspection system.
Toister Performance Solutions
MARCH 29, 2025
This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.
ShepHyken
MARCH 31, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What makes an “unbreakable” customer relationship, and how can companies achieve it? What are the key components of a tailored customer experience strategy? How does digital transformation impact customer experience? What common mistakes do businesses make in providing effortless customer experiences?
Outsource Consultants
MARCH 30, 2025
The Philippines’ multilingual capabilities have transformed the global call center landscape. At Outsource Consultants, we’ve witnessed firsthand how this Southeast Asian nation has become a prime destination for multilingual customer support. With a growing pool of linguistically diverse talent, the Philippines offers businesses a unique edge in serving international markets efficiently and effectively.
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.
AWS Machine Learning
APRIL 3, 2025
Every year, AWS Sales personnel draft in-depth, forward looking strategy documents for established AWS customers. These documents help the AWS Sales team to align with our customer growth strategy and to collaborate with the entire sales team on long-term growth ideas for AWS customers. These documents are internally called account plans (APs). In 2024, this activity took an account manager (AM) up to 40 hours per customer.
Callminer
MARCH 30, 2025
Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.
ShepHyken
MARCH 30, 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. Survey Shuffle to AI Shuffle: Medallia Wants to Reshape the CX Deck by Dom Nicastro (CMSWire) It starts with hiring right to begin with, Hyken said.
Outsource Consultants
APRIL 3, 2025
Belize’s BPO industry is rapidly emerging as a promising destination for call center operations. At Outsource Consultants, we’ve observed a growing interest in this Caribbean nation’s outsourcing potential. With its English-speaking workforce, strategic location, and favorable business environment, Belize call centers offer unique advantages for companies seeking to expand their customer service capabilities.
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.
AWS Machine Learning
APRIL 3, 2025
This post is co-written with Emrah Kaya and Xinyi Zhou from Omron Europe. Data is one of the most critical assets of many organizations. Theyre constantly seeking ways to use their vast amounts of information to gain competitive advantages. OMRON Corporation is a leading technology provider in industrial automation, healthcare, and electronic components.
TeleDirect
APRIL 3, 2025
5 Reasons TeleDirects Inbound Call Solutions Outshine the Competition When it comes to inbound call solutions , not all providers are created equal. TeleDirects Inbound Call Solutions stand out as the top choice for businesses looking to deliver exceptional customer service and boost operational efficiency. With a proven track record and a commitment to innovation, TeleDirect continues to set the industry standard for inbound call center services.
Interactions
APRIL 2, 2025
For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation.
TMP Direct
APRIL 2, 2025
Todays consumers are more informed, tech-savvy, and impatient than ever. They expect instant responses, seamless service, and a personalized experience at every touchpoint. Businesses that fail to adapt risk losing customers to competitors who have mastered the art of customer experience (CX) in 2025. Smarter Customers, Smarter Businesses The landscape of CX is evolving rapidly.
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.
Maru Group
APRIL 3, 2025
If theres one thing you can predict at the moment, its just how unpredictable the world seems to be. In light of some of the most turbulent economic conditions weve seen for some time, not to mention global uncertainty surrounding changes to tariffs coming from the United States, the prevailing opinion seems to be that no-one knows what tomorrow will bring.
CSM Magazine
APRIL 3, 2025
The next generation of the internet, Web3, is here. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in. The goal? Better customer experiences. But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? The Power of Decentralization One of Web3’s core concepts is decentralization.
DMG Consulting
APRIL 2, 2025
WFM Redefined: Balancing CX, Employee Engagement, and Operational Excellence April 2025 The amount of research and development (R&D) invested in workforce management (WFM) solutions in 2024 and continuing into 2025 is greater than ever, and the growing interest in new capabilities and features is drawing attention to limitations in some of the markets older applications.
Hodusoft
APRIL 2, 2025
The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. Well-informed. Highly-coordinated. That’s the world we live in today, all thanks to the telecom sector! It’s one of the most important industries in today’s time. Telecom companies connect individuals and businesses.
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.
Calltools
APRIL 2, 2025
Success in the home service industry relies on maximizing customer satisfaction. In an industry with so much competition, communication is essential to acquiring new customers, scheduling appointments, and building a reputation for your company. Preview dialers are excellent tools for streamlining communication. From landscaping to HVAC companies, preview dialers can help set up every home service business for success.
CSM Magazine
APRIL 2, 2025
In today’s world, connections are everything. Whether for work, business promotion, or personal inquiries, most people come to a point when they need to contact someone they don’t know personally or reestablish a connection with someone they have been out of touch with for years. In both cases, the main stumbling block is the contact info how do you access new information that might have changed over time or get contact info you never had in the first place?
Enghouse Interactive
APRIL 2, 2025
Mitel shifts bring opportunity. Migrate to Enghouse for a reliable, AI-enabled contact center solution with full support. Start your transformation today.
Outsource Consultants
APRIL 4, 2025
Egypt’s call center industry is rapidly emerging as a powerhouse for multilingual EMEA support. With its strategic location, diverse language capabilities, and cost-effective operations, Egypt is attracting global businesses seeking efficient customer service solutions. At Outsource Consultants, we’ve witnessed firsthand the transformative impact of Egypt support on companies across various sectors.
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!
SQM Group
APRIL 2, 2025
Strategies to protect call center agents from abusive customers and create a more positive and productive environment for both agents and customers.
CSM Magazine
APRIL 2, 2025
Running a service-based business means making labor costs and other company-related expenses work, juggling shifts, last-minute changes with time off requests, and employee availabilityall while keeping customers happy. Luckily, having the right employee scheduling software can save you time, reduce errors, and boost productivity. But with so many options out there, how do you pick the best one?
Concentrix
APRIL 3, 2025
Explore how intelligent transformation reshapes the AI experience, connecting brands, customers, and employees for meaningful interactions.
Expert insights. Personalized for you.
62 
Let's personalize your content