ShepHyken
APRIL 21, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is Agentic AI? What is the difference between generative AI, analytical AI, and agentic AI? What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service?
Callminer
APRIL 20, 2025
Ecommerce brands are a dime a dozen in todays competitive retail landscape, but exceptional CX can be the difference between a memorable brand and one that gets lost in the shuffle. Read more.
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TeleDirect
APRIL 19, 2025
How 24/7 Call Center Support Enhances Patient Care in Healthcare Practices In a time where healthcare is increasingly patient-centric, offering 24/7 Call Center Support is no longer a luxuryit’s a necessity. How 24/7 Call Center Support Enhances Patient Care in Healthcare Practices is becoming a critical consideration for clinics, hospitals, and specialty providers looking to improve patient satisfaction, reduce missed opportunities, and remain competitive in the ever-evolving medical land
Hodusoft
APRIL 21, 2025
Contact Center Software Trends 2025 For Better Customer Service The best today is not going to be good enough tomorrow. So, in the case of contact center software , you have good things to look forward to in 2025. It is nothing dramatic but something evolutionary. Still, these contact center software trends point to making life easier for contact centers and helping them to serve customers better and faster.
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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.
MiaRec
APRIL 21, 2025
Tracking churn risk has long been one of the toughestand most criticalchallenges for CX and Operations leaders. Numerous statistics highlight the importance of reducing customer churn. One in particular never ceases to amaze me as a former contact center manager: A study by Bain & Company shows that increasing customer retention rates by just 5% can increase profits by 25% to 95%.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
APRIL 22, 2025
Facing Genesys PureConnect end-of-life? Learn how to migrate VXML applications without disruption. Discover Sharpens cloud-native, VXML-compatible contact center platform for a seamless transition.
AnswerConnect
APRIL 22, 2025
Discover how being listed as Open 24/7 can improve your visibility in Googles local search results. Learn why it matters - and how AnswerConnect makes it possible. The post Google now ranks businesses higher if they’re Open 24 hours: Here’s how to take advantage appeared first on AnswerConnect Blog.
CSM Magazine
APRIL 22, 2025
The online learning market was valued at USD 299+ billion in 2024 and is expected to grow at a 19% CAGR by 2030. The industry allows anyone interested to re-skill, up-skill, or take a career detour without ever leaving their kitchen table. While everyone takes on online learning for the course content, the process itself teaches a surprising range of soft skills that unexpectedly proved useful in customer service.
Unymira
APRIL 22, 2025
Google Glass may have been ahead of its time, but with Apples rumored release of their own augmented reality (AR) glasses , its time to start taking the topic seriously.
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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.
Concentrix
APRIL 22, 2025
Discover how to combat rising digital deception. Download our whitepaper for insights on money laundering, KYC, and technology solutions.
Cincom
APRIL 22, 2025
What Is a Sales Strategy? A sales strategy is your blueprint for consistent and scalable revenue growth. It is not just a list of tactics or a playbook for closing deals. A strong strategy aligns your market focus, sales processes, tools, and team with long-term business outcomes. At its core, a sales strategy answers three questions: Who are we selling to?
CSM Magazine
APRIL 22, 2025
Aquant , the leader in domain-specific AI for servicing complex equipment, has been named to Destination CRM’s 2025 Top 100 CRM Companies list , recognizing the most innovative companies transforming how organizations engage with customers and drive outcomes. This year’s list spotlights pioneers in agentic AI, the underlying intelligence that enables systems to reason, plan, and adapt.
ShepHyken
APRIL 21, 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. What Are the Results from GenAI in Customer Service? Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in custome
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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
APRIL 21, 2025
This post is co-written with Vikram Gundeti and Nate Folkert from Foursquare. Personalization is key to creating memorable experiences. Whether its recommending the perfect movie or suggesting a new restaurant, tailoring suggestions to individual preferences can make all the difference. But when it comes to food and activities, theres more to consider than just personal taste.
C3Centricity
APRIL 19, 2025
There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. As we navigate through 2025, the consumer landscape continues to shift at an unprecedented pace, challenging CPG brands to move beyond reactive strategies and embrace a truly consumer-centric approach.
Vistio
APRIL 21, 2025
Even the most well-meaning agents can say things that frustrate customers, draw out conversations, or erode trustwithout realizing it. These phrases are often learned during training or picked up from peers, and they sound helpful on the surface. But in reality, they can spike handle times, trigger negative customer reactions, and drag down CSAT. Here are seven phrases to watch out forand what to say instead: “I apologize for the inconvenience.” It sounds polite, but its so overused
Cincom
APRIL 21, 2025
Having a solid and thoughtful sales performance plan in place is essential for organizations today. Sales Performance Management (SPM) gives your sales team the edge it needs, turning data into direction, strategy, and tangible results. In this blog, we will learn about SPM, why it matters, and how your organization can implement a successful SPM process to drive consistent sales growth.
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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
APRIL 21, 2025
Large language models (LLMs) have become integral to numerous applications across industries, ranging from enhanced customer interactions to automated business processes. Deploying these models in real-world scenarios presents significant challenges, particularly in ensuring accuracy, fairness, relevance, and mitigating hallucinations. Thorough evaluation of the performance and outputs of these models is therefore critical to maintaining trust and safety.
Blueship Call Center
APRIL 21, 2025
Providing excellent customer support has become a crucial aspect of running a successful business. In todays fast-paced digital world, customers expect quick, helpful, and friendly service. This is where an inbound call center can make a huge difference. Outsourcing inbound call center services is a strategic move for businesses, offering top-quality customer support while reducing costs and saving time.
AWS Machine Learning
APRIL 21, 2025
Yuewen Group is a global leader in online literature and IP operations. Through its overseas platform WebNovel , it has attracted about 260 million users in over 200 countries and regions, promoting Chinese web literature globally. The company also adapts quality web novels into films, animations for international markets, expanding the global influence of Chinese culture.
Cincom
APRIL 21, 2025
Introduction Starting a new sales job can feel like joining a game midway where everyone else knows the rules but you. You need to learn new tools, have targets to hit as well as interact with people who seem to have been doing this forever. Doesn’t it take a toll on your confidence? It does, and that’s normal! This is exactly where sales onboarding becomes your saviour.
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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.
Cincom
APRIL 21, 2025
Sales leaders today are not just managing peopletheyre managing complexity. Today, deals are more often lost to operational breakdowns, fragmented systems, manual workflows, and unscalable processes rather than to direct competitors. This shift has redefined the role of sales leadership. Its no longer just about hitting quotas; its about designing and executing sales management in a way that is data-driven, technologically integrated, and strategically aligned with the broader business objectiv
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