Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? Why Investing in Agent Training is Critical for Contact Centers in 2025 The Foundation: Building Your Strategic Call Center Training Program Building a Core Curriculum: Essential Training Topics for Every Agent to Master 8 Effective Call Center Training Methods & Techniques Call Center Training Ideas & Tips for Success Measuring Training Effectivenes

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ChurnZero

APRIL 11, 2025

Your customer onboarding strategy is the foundation of your future retention and expansion revenue. Every task, meeting, and communication serves the ultimate goal of getting that customer to realize value. You aim to identify whats important to the customer, set expectations, and measure success. The right onboarding strategy means more than just getting a customer using your product.

Strategy 86

Strategy Multi-Channel How To Metrics 86

PeopleMetrics

APRIL 11, 2025

If you want to truly transform your VoC program collect feedback while the customer is still in the experience. In-moment feedback changes everything! Why? Because waiting even a few hours (let alone days) after an experience to ask for feedback adds friction, memory loss, and apathy. But catch customers while they are still engaged while the emotion is fresh and magic happens.

Feedback 62

Feedback Hotels Wait Times Customer Journeys 62

IntouchInsight

APRIL 11, 2025

Think back to your last pizza order. The craving was sky-high, and you were hoping for the whole experience to hit just right, from the first interaction to the last bite. Maybe the pizza hit the spot. Maybe it didnt. But what do you remember more clearlythe taste of the toppings or how the experience felt?

Trends 156

Trends Interaction Tools Survey 156

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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.

Contact Center

Gainsight

APRIL 11, 2025

Most companies adopting customer community solutions are aware of the key features needed to get started. Tools like community forums, knowledge base articles, and gamification are all great, but how do you build a community thats more than the sum of its parts? How do you capture that certain je ne sais quoi that makes your community become a home for everything your users need?

How To 52

How To Gamification Effort Score eBook 52

Brandwatch CX

APRIL 11, 2025

Discover effective strategies for mastering social selling in today's competitive market. Boost your sales and connect with customersread the article now!

Social Media 52

Social Media Sales Connections Strategy 52

Forrester's Customer Insights

APRIL 11, 2025

Today, under the headline grabbing geopolitical and geoeconomic volatility a significant, and potentially more consequential transformation, is unfolding in the public sector.

Policies 34

Policies Government Chatbots 34

Brandwatch CX

APRIL 11, 2025

Discover the vital roles and skills of a community manager. Learn how they foster engagement and build connections. Read more to enhance your understanding.

Management 52

Management Brands Connections Engagement 52

Forrester's Customer Insights

APRIL 11, 2025

Read this Forrester blog by Emily Pfeiffer and Nikhil Lai to understand if generative AI is impacting retailers' site traffic.

Retail 34

Retail B2C Consumers Trends 34

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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.

Self Service

AWS Machine Learning

APRIL 11, 2025

The AWS DeepRacer League is the worlds first autonomous racing league, open to anyone. Announced at re:Invent 2018, it puts machine learning in the hands of every developer through the fun and excitement of developing and racing self-driving remote control cars. Through the past 7 years, over 560 thousand developers of all skill levels have competed in the league at thousands of Amazon and customer events globally.

Innovation 109

Innovation Comparison Training Healthcare 109

Forrester's Customer Insights

APRIL 11, 2025

One of the most common refrains I heard at B2B Summit last week was that its good to know that others are in the same boat.

B2B 29

B2B Customers 29

AWS Machine Learning

APRIL 11, 2025

Many organizations rely on multiple third-party applications and services for different aspects of their operations, such as scheduling, HR management, financial data, customer relationship management (CRM) systems, and more. However, these systems often exist in silos, requiring users to manually navigate different interfaces, switch between environments, and perform repetitive tasks, which can be time-consuming and inefficient.

Chatbots 102

Chatbots System Resources Customers 102

The DiJulius Group

APRIL 11, 2025

Why Human Moments are More Critical than Ever / How QuikTrip Revolutionized the Convenience Story Industry / Why You May Not Be Investing in Customer Service The #1 Reason Why Companies do not invest in Customer Service One of my favorite books I read was The Slight Edge, written by Jeff Olson. It talks. Read Full Article The post Investing in Customer Service appeared first on The DiJulius Group.

Customer Service 52

Customer Service Groups Customers Industry 52

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

AWS Machine Learning

APRIL 11, 2025

This post is co-written with Keith Brazil, Julien Didier, and Bryan Rand from TransPerfect. TransPerfect , a global leader in language and technology solutions, serves a diverse array of industries. Founded in 1992, TransPerfect has grown into an enterprise with over 10,000 employees in more than 140 cities on six continents. The company offers a broad spectrum of services, including translation, localization, interpretation, multicultural marketing, website globalization, subtitling, voiceovers

Multi-Channel 98

Multi-Channel Technology eBook Industry 98

BirdEye

APRIL 11, 2025

Instagram isnt just for travel shots, lifestyle influencers, and viral trends its the go-to social media platform for restaurant Instagram marketing. With over 2 billion monthly active users, Instagram is now one of the most powerful tools to drive foot traffic, grow restaurant sales, and turn casual scrollers into loyal customers. From drool-worthy food photos to behind-the-scenes kitchen shots, the right Instagram marketing strategy can ignite your restaurants presence, attract more followers,

Marketing 52

Marketing Social Media Tips Brands 52

SurveySensum

APRIL 11, 2025

Your NPS or CSAT scores give you a snapshot of your customer sentiment, but is that enough? To stay ahead of the curve, you need to know not only what your customers think, but also why they think so. And that calls for digging deeper into the metrics and uncovering what really influences them. With AI-driven key driver analysis, you can move beyond intuition and pinpoint exactly what factors matter the most.

Analysis 52

Analysis NPS Touchpoint Effort Score 52

Brad Cleveland Blog

APRIL 11, 2025

It was a pleasure recently to join Doug Casterton on his weWFM podcast for the episode “From Timekeeper to Strategic Architect: The Evolution of WFM.” We discussed how workforce management (WFM) has transformed from a tactical, scheduling-focused function into a strategic role central to business success. Our conversation included a discussion of how AI is amplifying WFM, not replacing it, and how WFM professionals are now key players in shaping customer experience, employee engageme

Employee Engagement 26

Employee Engagement Management Engagement Customer Experience 26

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait Times

Forrester's Customer Insights

APRIL 11, 2025

With feature management, engineering teams can engage in the practice of progressive delivery, where features are deployed with flags turned off, tested in production, and then gradually turned on to a progressively larger audience of users until the new feature is completely released. This mechanism can be used for new features, but the most common use case is safely managing continuous updates.

Management 26

Management Marketing Engagement Customers 26

Forrester's Customer Insights

APRIL 11, 2025

Four Signs Portfolio Marketers Are Evading Messaging Responsibilities What in the world is going on with messaging? Over the past few months, I have had numerous conversations where it seems that the responsibility for creating messaging has been upended. Messaging development has sprawled across too many areas within B2B teams.

Marketing 26

Marketing B2B 26