2025

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How to Create Unforgettable Customer Experiences with Ronn Nicolli

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Many organizations believe that a simple document holder or database with a search bar is a knowledge management system. Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service.

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What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.

Beyond Philosophy

Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for y

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Best practices for efficient after call work

Callminer

Read this blog to find out why effective after call work leads to improved customer service quality, while ensuring accurate reporting and creating seamless transitions for subsequent interactions.

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How to Coach Reps on Overcoming Sales Objections with Confidence

Speaker: Brendan Sweeney, VP of Global Sales at Allego

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 expert Brendan Sweeney 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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Harnessing the Power of Data and Analytics – Part 2

Contact Center Pipeline

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of artificial intelligence (AI) has further revolutionized how contact centers manage and utilize data.

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Empathy in Customer Service: A Key Differentiator for Top Call Centers in the US

TeleDirect

Empathy in Customer Service: A Key Differentiator for Top Call Centers in the US When evaluating the top call centers in the US , businesses often prioritize efficiency, technology, and scalability. However, one crucial factor that sets the best call centers , including the best inbound call center and best outbound call center , apart is their emphasis on empathy in customer service.

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When Your Brand Promise and Customer Experience Don’t Align

CX Journey

A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.

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Implement human-in-the-loop confirmation with Amazon Bedrock Agents

AWS Machine Learning

Agents are revolutionizing how businesses automate complex workflows and decision-making processes. Amazon Bedrock Agents helps you accelerate generative AI application development by orchestrating multi-step tasks. Agents use the reasoning capability of foundation models (FMs) to break down user-requested tasks into multiple steps. In addition, they use the developer-provided instruction to create an orchestration plan and then carry out the plan by invoking company APIs and accessing knowledge

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IVR vs Voice AI: Understanding the Difference and Knowing When to Use Each

3CLogic

If you are responsible for managing customer service operations, you are likely familiar with IVR (Interactive Voice Response) systems. These automated systems have been a staple of call centers for decades, helping route calls and handle simple queries without the need for human intervention. But as technology evolves, Voice AI is becoming a game-changer in the customer experience space.

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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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Today’s QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

Bill Quiseng

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.

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How to Create a “Remember When” Experience that Keeps Customers Coming Back

ShepHyken

Why do customers go back to the companies they love doing business with? Thats what we asked more than 1,000 customers in our annual customer experience research , and here are some of the top reasons: Employees who are helpful and knowledgeable A friendly experience (thanks to employees) A convenient and easy experience A personalized experience Employees who show empathy Customers can decide to return based on any one or a combination of these experiences,or anything else they deem to be

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The Top Metrics Contact Centers Use to Evaluate Agentic AI Solutions

CCNG

As contact centers evolve in the age of automation, the demand for agentic AI solutions —AI systems that can perform tasks autonomously and interact intelligently with users—has never been greater. But with so many vendors and technologies on the market, how do decision-makers separate marketing hype from measurable impact? The answer lies in key performance metrics.

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10 Proven Ways Guaranteed To Build Trust In Your Customers!

Beyond Philosophy

Episode Description Trust : it’s the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth.

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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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Enhancing agent effectiveness with AI tools

Callminer

Read this blog to learn which obstacles agents encounter and how AI tools help them at each stage of their work, as well as what organizations should think about when deploying AI solutions.

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Mother, FCR, and ACR

Contact Center Pipeline

I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1, 2, and 3.” In Part 3, he discusses the famous metric first call/contact resolution (FCR) and how it is usually not captured by ACD or contact center-as-a-service (CCaaS) systems.

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AI-Driven Customer Service Demands Humanized CX

TechSee

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.

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5 Signs Your Business Needs a Call Center

TeleDirect

5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system. If your team is overwhelmed, or if customers are expressing dissatisfaction, it may be time to consider implementing a call center.

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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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The People-First Mindset: Embracing Technology Without Losing Humanity

CX Journey

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.

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Reducing hallucinations in LLM agents with a verified semantic cache using Amazon Bedrock Knowledge Bases

AWS Machine Learning

Large language models (LLMs) excel at generating human-like text but face a critical challenge: hallucinationproducing responses that sound convincing but are factually incorrect. While these models are trained on vast amounts of generic data, they often lack the organization-specific context and up-to-date information needed for accurate responses in business settings.

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The Science Behind Agent Empathy: How it Impacts Customer Satisfaction

SQM Group

Post-Call CSat Prediction QA model Login Blog Auto QA my SQM™ - Auto QA Analytics Solution Our Auto QA analytics solution uses AI to evaluate 100% of the calls. my SQM™ auto QA tool provides ROI of up to 600% and improve customer satisfaction scores, reducing repeat calls by up to 40%. Learn More Auto QA Overview Auto QA Personalized Intelligence Rewards & Recognition Agent Self-Coaching CX Benchmarking Agent Self-Training Business Case my.SQM™ vs.

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Lesson #26 Revisited: The Hidden Cost of Cheap, Generic Surveys—And How AI Could Change That

PeopleMetrics

A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.

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The Ultimate Contact Center Buyers Guide: A Crucial Decision

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.

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Details Count: How Small Flaws Can Taint the Entire Customer Experience

ShepHyken

Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?” I call this the Bathroom Experience , a powerful metaphor for how seemingly minor details can dramatically impact customers’ perceptions of a business.

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We Can’t Keep Letting People Work in Silence

CCNG

At a recent Enterprise Connect awards ceremony, one of the honorees stepped up to the mic and said something thats been echoing in my head ever since: This award means a lot because our work is usually thankless. We dont hear thank you. We dont get recognized. What struck me wasnt just what he saidbut how the room responded. There was no hush. No discomfort.

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How Your Customers Judge You Before You Even Open Your Mouth

Beyond Philosophy

First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments.

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Virtual Agents Are Replacing Humans - And That Might Be a Good Thing

Callminer

Explore AI-driven conversation automation and virtual agents reshaping contact centers for faster, personalized, and consistent customer support with enhanced workforce efficiency.

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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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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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Seeing is Solving: How Brinks Transformed Service with Visual Support

TechSee

In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.

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24/7/365 Secure Call Center Service: A Game-Changer for Modern Businesses

TeleDirect

24/7/365 Secure Call Center Service: A Game-Changer for Modern Businesses In todays competitive and fast-paced world, customers expect businesses to be available 24/7/365 regardless of time zones, holidays, or emergencies. This demand for constant availability has made 24/7/365 secure call center services a cornerstone of exceptional customer service.