CCNG

MARCH 12, 2025

In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. The last thing they want is for your agent to be scrolling through a never-ending document or searching through 10 articles to find the right answer or walking through a 20 page process to complete a customer interaction.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

ShepHyken

MARCH 11, 2025

With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.

Customer Service 207

Customer Service Chatbots Self service Technology 207

TechSee

MARCH 11, 2025

AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.

Customer Service 109

Customer Service Education Self service CRM 109

PeopleMetrics

MARCH 6, 2025

The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.

Surveys 117

Surveys B2C B2B Banking 117

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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 Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

AWS Machine Learning

MARCH 11, 2025

Based on original post by Dr. Hemant Joshi, CTO, FloTorch.ai A recent evaluation conducted by FloTorch compared the performance of Amazon Nova models with OpenAIs GPT-4o. Amazon Nova is a new generation of state-of-the-art foundation models (FMs) that deliver frontier intelligence and industry-leading price-performance. The Amazon Nova family of models includes Amazon Nova Micro, Amazon Nova Lite, and Amazon Nova Pro, which support text, image, and video inputs while generating text-based output

Benchmark 108

Benchmark APIs Enterprise Scripts 108

ShepHyken

MARCH 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?

Chatbots 179

Chatbots Customer centricity Metrics Feedback 179

BlueOcean

MARCH 11, 2025

Are you one of the 85% of customer service leaders planning to explore conversational AI solutions in the next year? Maybe youre all too familiar with the way your contact center seems to be a black hole of data. Or perhaps you can sense that your customers are looking for more when they come calling. Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

PeopleMetrics

MARCH 11, 2025

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.

Surveys 100

Surveys Feedback Chatbots Personalization 100

AWS Machine Learning

MARCH 6, 2025

Agents are revolutionizing the landscape of generative AI , serving as the bridge between large language models (LLMs) and real-world applications. These intelligent, autonomous systems are poised to become the cornerstone of AI adoption across industries, heralding a new era of human-AI collaboration and problem-solving. By using the power of LLMs and combining them with specialized tools and APIs, agents can tackle complex, multistep tasks that were previously beyond the reach of traditional A

APIs 98

APIs Scripts Enterprise Management 98

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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.

Contact Center

DMG Consulting

MARCH 13, 2025

What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Long hold times can frustrate customers, leading to lower satisfaction scores and even loss of business.

Wait times 62

Wait times Call Center Abandon rate First call resolution 62

Interaction Metrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.

Customer emotions 62

Customer emotions 62

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Youre in luck! In this article, well explore what contact center analytics are and cover some of the best practices for using contact center analytics to improve business performance and strengthen customer relationships.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

AWS Machine Learning

MARCH 6, 2025

In the rapidly evolving landscape of artificial intelligence, Retrieval Augmented Generation (RAG) has emerged as a game-changer, revolutionizing how Foundation Models (FMs) interact with organization-specific data. As businesses increasingly rely on AI-powered solutions, the need for accurate, context-aware, and tailored responses has never been more critical.

Metrics 83

Metrics Enterprise APIs Engineering 83

PeopleMetrics

MARCH 7, 2025

At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.

APIs 62

APIs Surveys CRM Feedback 62

TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. A well-structured call script should not only guide agents through the conversation but also allow for personalized engagement that enhances customer satisfaction.

Scripts 62

Scripts Best practices Personalization First call resolution 62

VirtualPBX

MARCH 12, 2025

Good afternoon. We’re sitting down today with VirtualPBX Chief Technology Officer Daniel Ruiz to ask him a few questions about how VPN for VoIP works. We’ve encountered a few new customers recently who left their previous provider because that provider was no longer offering the ability to use VPN. Many businesses have legitimate reasons for using VPNs to protect their environments, and losing that option can be a huge dealbreaker for them.

voip 59

voip Transportation Sales Management 59

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

CSM Magazine

MARCH 6, 2025

Lots of online businesses use Shopifyand for good reason! It’s a really popular platform. It’s easy to use, reliable, and can grow with you. But having a Shopify store is only part of the equation. Customer experience (CX) is everything. A well-designed Shopify store makes shopping a breeze, leading to loyal customers and a booming business.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

AWS Machine Learning

MARCH 11, 2025

DeepSeek-R1 is a large language model (LLM) developed by DeepSeek AI that uses reinforcement learning to enhance reasoning capabilities through a multi-stage training process from a DeepSeek-V3-Base foundation. A key distinguishing feature is its reinforcement learning step, which was used to refine the models responses beyond the standard pre-training and fine-tuning process.

Metrics 70

Metrics Benchmark Enterprise Telecommunications 70

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe

Sales 52

Sales Metrics CRM Coaching 52

TeleDirect

MARCH 9, 2025

Why PCI Compliance Matters for Call Centers Handling Payments Why PCI Compliance Matters for Call Centers Handling Payments is a crucial topic for businesses that manage customer transactions. In an era where data security breaches are becoming more prevalent, ensuring compliance with Payment Card Industry Data Security Standard (PCI DSS) is essential.

Call Center 62

Call Center Best practices Education Engineering 62

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

CSM Magazine

MARCH 6, 2025

TADS Educate stands out as a service that not only provides innovative solutions for schools and parents but also ensures that their support is top-notch. If you’re wondering about the quality of their customer support and how to reach out to them for assistance, you’ve come to the right place. How Good is TADS Educate’s Customer Support?

Education 52

Education Customer Support Customer Experience Management 52

SoliCall

MARCH 11, 2025

In today’s digital age, data is often referred to as the new currency. From the photos we share on social media to the conversations we have with call centers, personal data is constantly being collected, stored, and analyzed. But who owns all of this data? The short answer is complicatedit often depends on where and how the data is shared. Understanding who owns your data is crucial because it affects your privacy, your rights, and how your information is used by others.

Advertising 52

Advertising Call Center Personalization Analytics 52

ROI CX Solutions

MARCH 12, 2025

Read Time: 7 minutes Table of Contents Introduction Omnichannel contact centers have many advantages that make them an attractive option for seamless customer communication for many businesses. Today, let’s take an in-depth look at the distinguishing features of omnichannel contact centers, the best practices that optimize their performance, and the major benefits of incorporating one into your company’s growth strategy.

Contact Center 52

Contact Center Multichannel Interactive Voice Response Best practices 52

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The guide for revolutionizing the customer experience and operational efficiency Explore how AI Agents are transforming customer service and delivering innovative solutions for your business now with our latest eBook. This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support.

Customer Service

24-7 InTouch

MARCH 11, 2025

A Proactive Approach to Moderation in Virtual Reality The metaverse presents unparalleled opportunities for connection, immersion, and innovation. However, with this evolution comes the challenge of maintaining safe and welcoming environments for all participants. As virtual reality (VR) continues to redefine social interactions, ensuring user safety becomes a critical responsibility for game developers.

Benchmark 52

Benchmark 52

Hodusoft

MARCH 12, 2025

How AI-Driven Contact Centers Can Improve Loan Approvals & Debt Recovery If you are in the banking and finance sector you know how demanding and sensitive the industry is. Be it approving a wide variety of loans or recovering the outstanding ones, you always have to be on your toes. A small mistake will not only cause loss of a considerable amount of money but also the entire organization’s goodwill and trust people have on it.

Contact Center 52

Contact Center Banking contact center solutions Finance 52

CSM Magazine

MARCH 13, 2025

How do you know your customers are truly satisfied? Its a question that can make or break a business. Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. Following the right numbers lets companies change how they do things. Better service and bigger profits are the result.

Metrics 52

Metrics Surveys Feedback Analytics 52