Ansafone
JULY 15, 2025
Even in the most routine interactions, how a business handles customer inquiries can make or break the relationship. One of the most common frustrations customers face is being bounced from one representative to another. These unnecessary transfers are more than just an inconvenience. They can significantly erode trust, increase frustration, and negatively affect the customer experience.
CSM Magazine
JULY 15, 2025
Customer experience (CX) is more than a buzzword—it’s the new competitive battleground. In an age where customers expect rapid, personalized, and seamless service across channels, support teams are under growing pressure to deliver excellence. The good news? There’s a growing number of intelligent tools designed to make that job easier. In this guide, we’ll explore seven essential customer experience tools that support teams can use to enhance communication, streamline workflows, and deliv
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ShepHyken
JULY 14, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can you turn your call center from a cost center to a profit center? Why should companies invest in improving customer experience? How can organizations use customer feedback to enhance their products and services? Why is it important for leadership to be accessible to customers when addressing service issues?
PeopleMetrics
JULY 15, 2025
You’ve done the NPS work most companies never finish. You’re asking the right customers the right questions , sharing what you learn , and closing the loop with people when things go wrong. But here’s the real secret that separates a Mature NPS program from an Elite one: you don’t stop with the fix; you use your Promoters to grow! Most Companies Miss This Completely A Promoter just told you, “I’d recommend you to someone else.
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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.
SQM Group
JULY 15, 2025
Ready to enhance your call center's efficiency? Explore the top 10 productivity metrics that help you balance speed and quality for a better customer experience!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 14, 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. A Million Customer Conversations with AI Agents Yielded This Surprising Lesson by Vala Afshar (ZDNET) Salesforce began with a restricted rollout and targeted content, allowing us to learn quickly, iterate, and enhance the system.
Balto
JULY 14, 2025
What does the future of customer service look like? In 2025, it’s faster, smarter, and powered by AI. From tools that assist agents in real time to cloud platforms that let teams work from anywhere, today’s leading contact centers are evolving fast, and the pace of change isn’t slowing down. Companies that embrace new technology aren’t just improving operations; they’re staying ahead of rising customer expectations and delivering standout experiences.
Ansafone
JULY 14, 2025
Delivering exceptional customer service starts with a solid foundation. Whether you’re launching a new contact center or looking to improve an existing one, this guide offers actionable insights to help you build, manage, and optimize your call center operations. Introduction to Call Center Excellence Call center guidelines are essential for creating consistency, clarity, and efficiency in contact center operations.
Working Solutions
JULY 14, 2025
Trust is the foundation of every customer relationship. In a world where consumers have endless choices, the brands that win are those that foster authentic, transparent, and reliable customer interactions. Studies show that 73% of consumers say a good experience is critical in influencing brand loyalty (PwC).
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.
NobelBiz
JULY 15, 2025
Smart call routing eliminates friction and boosts sales by matching leads with the most qualified agents, faster. With systems like skill-based logic, lead scoring, and CRM integration, teams handle VIPs, multilingual inquiries, and high-intent calls more effectively—improving close rates and making every call count. Key Takeaways Lead Conversion Acceleration: Intelligent call routing connects leads to the right agent within minutes, significantly boosting the chances of closing deals.
Calabrio
JULY 15, 2025
Workforce Engagement Behind the Lines at Macmillan: Where Technology Meets Humanity Share Book a demo Let’s get started When we think about customer experience in the charity sector, Macmillan Cancer Support sets the standard. At Calabrio’s recent UK Customer Connect , we had the privilege of hosting a conversation with Hannah Mahoney-Smith (Head of Supporter Customer Care) , Anna Bradshaw Jones (Resource Manager) , and Daniel Keeshan (Senior Service Demand Manager ) of Macmillan Cancer Support
Customer Think
JULY 13, 2025
After touting the replacement of contact center agents with AI, companies like Klarna and Delta began quietly rehiring humans for customer service roles, acknowledging that empathy, nuance, and trust can’t be outsourced to a bot.
Blueship Call Center
JULY 14, 2025
The gaming industry is one of the fastest-growing sectors globally. New games are launched every day, and players expect smooth gameplay, instant support, and constant updates. For game studios—whether indie developers or large enterprises—meeting these demands can be a daunting task. That’s why many are turning to gaming outsourcing services to scale operations without losing quality.
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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!
Vistio
JULY 14, 2025
For decades, companies treated training like a box to check. A slide deck here, a video there, maybe a quiz at the end. But that approach is no longer enough, especially for younger workers. Today’s emerging workforce expects more. They don’t just want training. They want growth. They want clarity. And they want to know the company they work for is invested in their development.
Contact Center Pipeline
JULY 15, 2025
Cold calling has long been a cornerstone of sales, which, in turn, is the foundation of the customer experience (CX), demanding persistence, adaptability, and the ability to quickly form connections with potential clients. Women, in particular, often demonstrate strengths that can make them exceptionally good at this role.
Customer Think
JULY 13, 2025
Last month, I watched a friend rage-quit a banking app because it wouldn’t let her update her address after a move. Three clicks, a frozen screen, and a 20-minute call center hold later, she was done. Business leaders are doubling down on customer experience, with nearly 90% calling it critical to growth.
Help Scout
JULY 14, 2025
Customer support teams can run simple experiments to test their assumptions about response times, staffing, documentation, and AI tools to improve service delivery. Also belly-buttons.
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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.
AWS Machine Learning
JULY 15, 2025
This post is co-written with Kshitiz Gupta, Wenhan Tan, Arun Raman, Jiahong Liu, and Eiluth Triana Isaza from NVIDIA. As large language models (LLMs) and generative AI applications become increasingly prevalent, the demand for efficient, scalable, and low-latency inference solutions has grown. Traditional inference systems often struggle to meet these demands, especially in distributed, multi-node environments.
Concentrix
JULY 14, 2025
Webinar Mastering the Intelligent Enterprise Shaping Talent, Tech, and CX with Agentic AI Register Now August 13th 3:30pm AET What if AI didn’t replace work—but reimagined it? In the age of agentic AI, the real opportunity isn’t automation—it’s collaboration.
Customer Think
JULY 13, 2025
The old productivity cult of “Inbox Zero” was built for a different era. It was an era when your inbox was cluttered with internal CCs, weekly reports, and passive FYIs. But not revenue opportunities or high-value follow-ups or actual buying signals.
C3Centricity
JULY 12, 2025
Executive Summary Consumers are accelerating past traditional brand innovation, turning TikTok hacks and viral trends into tangible product shifts in the real world. A McKinsey study shows that 75% of Gen Z believe brands are “out of sync.” Simultaneously, the TikTok #dupe phenomenon has attracted over 6 billion views ( Vogue Business ). Brands that move fast and embrace consumer creativity—rather than only analyse it—are gaining market traction and heightened relevance.
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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.
AWS Machine Learning
JULY 15, 2025
When we launched the AWS Generative AI Innovation Center in 2023, we had one clear goal: help customers turn AI potential into real business value. We’ve already guided thousands of customers across industries from financial services to healthcare—including Formula 1, FOX, GovTech Singapore, Itaú Unibanco, Nasdaq, NFL, RyanAir, and S&P Global—from AI experimentation to full-scale deployment, driving millions of dollars in productivity gains and transforming customer experiences.
SoliCall
JULY 14, 2025
Remote Monitoring and Management (RMM) tools are essential for businesses that want to streamline IT support, monitor devices remotely, and enhance security. Here are five of the most popular RMM tools used by IT professionals today: NinjaRMM NinjaRMM is a user-friendly, cloud-based solution that enables remote monitoring, patch management, and antivirus protection.
Customer Think
JULY 13, 2025
Sporting events aren’t only about the game. As the US Open approaches, die-hard tennis fans and casual viewers prepare to enjoy the big names and buzzy moments. It’s an event that captures the attention of millions each year. But as the tournament unfolds over two weeks, the attention of viewers is constantly changing.
Concentrix
JULY 14, 2025
Discover the advantages of AI for healthcare and how iX Hello can transform patient care and drive innovative solutions in medicine.
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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.
AWS Machine Learning
JULY 14, 2025
Data is your generative AI differentiator, and successful generative AI implementation depends on a robust data strategy incorporating a comprehensive data governance approach. Traditional data architectures often struggle to meet the unique demands of generative such as applications. An effective generative AI data strategy requires several key components like seamless integration of diverse data sources, real-time processing capabilities, comprehensive data governance frameworks that maintain
Help Scout
JULY 14, 2025
Job seekers are under an immense amount of pressure, but does that mean that they should outsource the application process to AI? Help Scout VP of People, Leah Knobler, weighs in.
Customer Think
JULY 13, 2025
Customers trust other customers. That’s why User-Generated Content (UGC) is one of the most effective forms of brand storytelling. A real person using or experiencing a product tends to resonate far more than even the most polished branded campaign.
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