Sat.May 31, 2025 - Fri.Jun 06, 2025

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What Customers Are Really Struggling With — and Why Visual Support Solves It

TechSee

When customers leave, its rarely because of price. More often, its because something didnt workand support made it worse. Across Reddit, support forums, and customer reviews, the stories are shockingly consistent: I spent 45 minutes on the phone just to be told to reboot again. No one believed me until the tech saw it in person. Three chats, one escalation, still no fix.

Scripts 109
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New Reporting Tools For Call Center KPI Metrics

VirtualPBX

Call center KPI metrics track efficiency, productivity, and customer satisfaction within call centers. From first call resolution (FCR) to abandoned call rates and average handle time (AHT), VirtualPBX Live Dashboards can display a multitude of insights.This week, were excited to launch two new Contact Center features, designed for greater individual insight into day-to-day workflows and closer occupancy rate management.

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What to Look for in an Enterprise Call Center Partner

ROI CX Solutions

When selecting an enterprise call center partner, prioritize providers that offer scalable solutions, advanced technology, multilingual support, robust data security, and a proven track record of delivering exceptional customer experiences. Read Time: 5 minutes Table of Contents Selecting the right outsourcing provider may seem like an overwhelming process, but ROI CX Solutions is here to walk you through it.

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The Power of One in a Contact Center

Brad Cleveland Blog

The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy even in large centers. Share this video from my LinkedIn Learning course Customer Service: Working in Customer Contact Centers to help your agents understand why schedules matter so much.

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AI Isnt the Future — Its the Fight Youre Already In: Are You Ready?

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.

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The Future of Customer Service: Top Trends to Watch at Customer Contact Week Las Vegas 2025

Working Solutions

As we look toward the future, one thing is clear customer experience (CX) is no longer optional. Its the battleground for brand loyalty, competitive advantage, and long-term growth. In fact, CX is predicted to overtake product and price as the top brand differentiator.

More Trending

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CallMiner acquires VOCALLS to scale CX and transform contact center efficiency

Callminer

Learn about the exciting combination of CallMiner and VOCALLS, empowering organizations to embrace automation at scale, while using analytics to understand what to automation and how to improve.

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Ensuring Employee Engagement

Contact Center Pipeline

Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more likely to provide exceptional customer service, directly impacting your brand’s reputation.

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The Rise of Visual Agentic AI: How TechSee Became the Leader in Service Visibility

TechSee

In the span of just a few quarters, Visual Agentic AI has gone from emerging category to essential enterprise investment. And TechSee is at the heart of it. Since September 2024, TechSee has accelerated from powerful proof to market leader, making the visual layer a non-negotiable part of customer service strategies for Fortune 500s, telecom giants, and smart home innovators alike.

Scripts 124
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Why Happy Employees Mean Happy Customers with Ryan Minton

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What practical benefits come from creating an uplifting workplace culture? How does a hospitality mindset improve customer service across different industries? What impact does leadership have on employee morale and customer experience? How does positive leadership help reduce staff turnover in customer-facing roles?

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The Future of Omnichannel CX in 2025 and Beyond

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.

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CallMiner named a Leader in conversation intelligence for contact centers

Callminer

CallMiner is a Leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025 report. Read this blog to learn what makes CallMiner standout in the market.

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Contact Center Pipeline Magazine: Inside Our June 2025 Issue

Contact Center Pipeline

Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology investments, service, remote work, terminology, AI and the human touch, metrics, budget cuts in government contact centers, CX, productivity, savings, and, of course, more AI. Have a wonderful month.

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Inbound Call Center Metrics You Should Track (and Why They Matter)

TeleDirect

Inbound Call Center Metrics You Should Track (and Why They Matter) Introduction Running an inbound call center without performance tracking is like flying blind. Whether you’re handling customer service, technical support, or lead intake, tracking the right metrics—often referred to as key performance indicators (KPIs)—is essential for operational success.

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Top 5 Customer Service & CX Articles for Week of June 2, 2025

ShepHyken

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. When AI Chatbots Help People Act More Human by Ben Rand (Harvard Business School) Can an AI chatbot help customer service representatives, well, be more human?

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How to Coach Reps on Overcoming Sales Objections with Confidence

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.

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Build a scalable AI assistant to help refugees using AWS

AWS Machine Learning

This post is co-written with Taras Tsarenko, Vitalil Bozadzhy, and Vladyslav Horbatenko. As organizations worldwide seek to use AI for social impact, the Danish humanitarian organization Bevar Ukraine has developed a comprehensive virtual generative AI-powered assistant called Victor, aimed at addressing the pressing needs of Ukrainian refugees integrating into Danish society.

Finance 101
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The Power of Cross-Industry Benchmarking

Contact Center Pipeline

Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just about solitary genius,” he said. “It’s about the synergy that comes from working together, sharing our struggles and best practices, and learning from each other’s experiences.

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Why U.S.-Based Call Centers Outperform Offshore Competitors

TeleDirect

Why U.S.-Based Call Centers Outperform Offshore Competitors Introduction Outsourcing customer service to U.S.-based call centers can be a smart move for businesses looking to reduce costs and increase efficiency. But when it comes to choosing between U.S.-based and offshore call centers, quality, compliance, and customer satisfaction often hang in the balance.

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AI’s Symbiotic Impact on Drug Development and Patient Experience in Global Pharma and Biotech

Customer Think

Artificial intelligence (AI) is driving transformative changes in the pharmaceutical and biotechnology industries, simultaneously accelerating drug development and enhancing the patient experience.

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Why the Future of QA Still Needs the Human Touch

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.

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Enhanced diagnostics flow with LLM and Amazon Bedrock agent integration

AWS Machine Learning

Noodoe is a global leader in EV charging innovation, offering advanced solutions that empower operators to optimize their charging station operations and provide exceptional user experiences. Their universal charging stations are compatible with all EV brands and feature intuitive payment options, including credit cards and Apple Pay. Powered by the Noodoe EV OS cloud management system, the company delivers round-the-clock automated monitoring, diagnostics, and maintenance, achieving a market-le

APIs 96
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How to Implement Self-Scheduling Without Compromising Workforce Management

Call Design

Todays contact centres face fierce competition – not just for customers, but also for talent. Retaining high-performing frontline employees now requires more than just good pay and perks. Flexibility, autonomy and greater control over their schedules are becoming top priorities for staff. Thats where self-service scheduling makes a difference.

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Product News – May 2025

Lumoa

Netigate Product News for May 2025 Hey First name ! Lovely seeing you again, back with more exciting Netigate updates! We have had a doozy of a month, with lots of features that we think will make Netigate better for you. Let’s get started! New Look, Same News We’ve updated the look and feel of the Product News to better align with our new product offering.

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The Emotion AI Edge: How Valence Is Rewriting Contact Center Quality

Outsource Consultants

In our latest episode of the OC CX Impact Series, Outsource Consultants’ Tom Luther sat down with Chloe Duckworth, Co-Founder and CEO of Valence AI, to explore a seismic shift happening in CX: the rise of tonal and emotional intelligence as a performance lever. From the outdated five-call-per-agent model to real-time tone-matching and emotion-aware IVRs, this episode offered a fast-paced, deeply human look at how next-gen AI is driving better outcomes—not just for customers, but for agents and B

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

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.

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Impel enhances automotive dealership customer experience with fine-tuned LLMs on Amazon SageMaker

AWS Machine Learning

This post is co-written with Tatia Tsmindashvili, Ana Kolkhidashvili, Guram Dentoshvili, Dachi Choladze from Impel. Impel transforms automotive retail through an AI-powered customer lifecycle management solution that drives dealership operations and customer interactions. Their core product, Sales AI, provides all-day personalized customer engagement, handling vehicle-specific questions and automotive trade-in and financing inquiries.

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Gen Next: Winning the Future Market Article #1: What Gen Z and Millennials Really Want and Why It’s Different Than You Think!

PeopleMetrics

Most companies still make the bulk of their revenue from Gen X and Boomers. Thats not surprising, these older generations have more wealth, more established routines, and more brand loyalty. But heres the hard truth: Building your future on the past is not a viable strategy. If your growth depends on aging customers, youre on borrowed time. Gen Z and Millennials now make up nearly half the population and their influence is only growing.

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Product News – April 2025

Lumoa

Lumoa Product News for April 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Ask AI Filter Recognition Ask AI can now tell you a list of all Filters its able to see! This will, in the vast majority of times, just be a list of all the background variables associated with your data.

APIs 78
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$3,000 IRS Refunds, $725 Monthly Checks, and $1,600 Bonuses: The 2025 Stimulus Timeline You Can’t Afford to Miss

Steve DiGioia

If you’ve been holding out hope for another round of stimulus checks in 2025, here’s the good news: thousands of Americans are still receiving payments — but not in the way most people expect. From generous state-run programs in California and Colorado to surprise tax refunds from the IRS, financial relief is trickling in across the country.

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State of AI in Sales & Marketing 2025

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.

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Supercharge your development with Claude Code and Amazon Bedrock prompt caching

AWS Machine Learning

Prompt caching in Amazon Bedrock is now generally available, delivering performance and cost benefits for agentic AI applications. Coding assistants that process large codebases represent an ideal use case for prompt caching. In this post, well explore how to combine Amazon Bedrock prompt caching with Claude Code a coding agent released by Anthropic that is now generally available.

APIs 130
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Gen Next: Winning the Future Market Article #2: From TikTok to Venmo: Where the Next Generation of Consumers Live (and Decide)

PeopleMetrics

Gen Z and Millennials aren’t harder to reach, they’re just not where most companies are looking. They make decisions in real time, across a landscape that’s fast, fluid, mobile, and social. They don’t “go online.” They live online. If you’re not showing up in the places where they discover, evaluate, and act, you’re not just irrelevant. You’re invisible!

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Cost Cutting vs. CX: How FinServs Can Find the Right Balance

Interactions

When budgets drive business decisions, how can financial services leaders ensure that customer engagement and ease don’t fall by the wayside? This challenge is the culmination of several large issues facing financial services companies today: The competitive gates have been thrown wide open with neobanks, direct banks, digital wallets, P2P payments, and digital banking in general changing how people manage, spend, and save their money.

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