TechSee

FEBRUARY 19, 2025

Delivering WiFi connectivity guarantees is very challenging. WiFi is not a physical product that can be easily seen or understood. As a result, uncovering and explaining the reasons for WiFi gaps is a costly, frustrating challenge. Connectivity Guru changes the game, bringing visual clarity to WiFi connectivity. Leveraging the latest advances in AI, Connectivity Guru provides visual insights into WiFi issues, making connectivity troubleshooting and service straightforward, customer-friendly, and

Consulting 109

Consulting Consulting CRM Upselling 109

Call Design

FEBRUARY 19, 2025

Workforce Planning isnt always easy and accurate forecasting can be a difficult task. Customers arent always predictable and unexpected events can happen that cause surges in call volumes. No matter how good your forecasting is, there are always going to be times when demand is greater than what you had predicted, and you dont have enough staff to handle the workload.

Virtual Agent 88

Virtual Agent Wait times Advertising Time management 88

AWS Machine Learning

FEBRUARY 19, 2025

Foundational models (FMs) and generative AI are transforming how financial service institutions (FSIs) operate their core business functions. AWS FSI customers, including NASDAQ, State Bank of India, and Bridgewater, have used FMs to reimagine their business operations and deliver improved outcomes. FMs are probabilistic in nature and produce a range of outcomes.

APIs 80

APIs Banking Engineering Transportation 80

Call Design

FEBRUARY 19, 2025

In an environment where every minute counts, the ability to automate routine tasks not only improves efficiency but also empowers agents to focus on high-value interactions. As we look toward 2025, new automation technologies promise to redefine how contact centres operate, ensuring seamless experiences for both customers and agents. Enhancing Agent Engagement Agent engagement is a critical factor in contact centre success.

Analytics 78

Analytics Coaching Technology Management 78

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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

Contact Center

AWS Machine Learning

FEBRUARY 19, 2025

At AWS re:Invent 2024, we launched a new innovation in Amazon SageMaker HyperPod on Amazon Elastic Kubernetes Service (Amazon EKS) that enables you to run generative AI development tasks on shared accelerated compute resources efficiently and reduce costs by up to 40%. Administrators can use SageMaker HyperPod task governance to govern allocation of accelerated compute to teams and projects, and enforce policies that determine the priorities across different types of tasks.

Government 75

Government Best practices Engineering Enterprise 75

3CLogic

FEBRUARY 19, 2025

Per a recent Gartner report, key trends shaping customer service leadership in 2025 include an increased reliance on technology, growing acceptance of AI, and a shift toward delivering value and growth over efficiency alone. 1 In response to the rising demand for centralized CX platforms, 3CLogic has achieved Advanced Platform status in the ServiceNow Build Partner Program for the second consecutive year.

Contact Center 71

Contact Center contact center solutions Enterprise Best practices 71

Call Design

FEBRUARY 19, 2025

The global housing crisis has reached a tipping point, with affordability becoming a significant challenge for millions. While various economic and policy-driven solutions are being debated, one of the most overlooked yet impactful levers for change lies in workforce planning and the way businesses approach remote work. By fully embracing work-from-home (WFH) and hybrid models, companies can indirectly contribute to making housing more accessible and affordable.

Real estate 78

Real estate Gamification Transportation Employee engagement 78

CSM Magazine

FEBRUARY 19, 2025

Escape rooms test problem-solving skills, teamwork, and the ability to think under pressure. Whether you’re a first-timer or a seasoned player, having the right strategies makes all the difference. Instead of guessing your way through, a well-planned approach can save time and keep the game moving. An escape game is designed to be immersive, offering a mix of logic puzzles, hidden clues, and physical challenges.

Entertainment 52

Entertainment Education Personalization Management 52

Call Design

FEBRUARY 19, 2025

One of the most time-consuming responsibilities for contact centre leaders is scheduling. Often responsibilities such as coaching, performance development and strategic initiatives are sidelined by administrative tasks. Traditional scheduling methods are time consuming and error prone. This is where Call Designs Intradiem offers a solution. The Importance of Coaching in Contact Centres Effective coaching is essential for any teams growth and success.

Coaching 60

Coaching Average Handle Time Analytics Feedback 60

Advertiser: ZoomInfo

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.

Sales

CSM Magazine

FEBRUARY 19, 2025

Emerging as effective tools for helping people negotiate stress, anxiety, and depression, as well as for supporting their emotional well-being, are mental health apps. Still, developing successful mental health solutions calls for tackling important issues such as data security, user involvement, and regulatory compliance not simply code and design.

APIs 52

APIs Healthcare Gamification Consulting 52

Call Design

FEBRUARY 19, 2025

Running a contact centre isnt easy! Between managing agent schedules, handling customer interactions and ensuring employees stay engaged and productive, theres a lot to juggle. Real Time Analysts therefore have a difficult task. Its not easy to monitor hundreds if not thousands of pieces of data and make quick decisions about changes that need to be made.

Time management 60

Time management Management Coaching Average Handle Time 60

CSM Magazine

FEBRUARY 19, 2025

The restaurant industry is undergoing one of the most significant technological transformations in its history. With the introduction of artificial intelligence, the way restaurants interact with their guests is evolving rapidly. From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

Avoxi

FEBRUARY 19, 2025

Call Center Management: Best Practices and Key KPIs for 2025 Running a call center comes with the constant pressure of managing agent performance, meeting service levels, controlling costs, and delivering consistent customer satisfaction. Effective call center management is therefore crucial to ensuring seamless service and optimal efficiency. This guide outlines essential tactics and key performance… The post Call Center Management: Best Practices and Key KPIs for 2025 appeared first on A

Best practices 62

Best practices Call Center Management Service level 62

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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

CSM Magazine

FEBRUARY 19, 2025

Today’s business world is global, and with it comes a significant yet rewarding challenge for many companiesoffering top-notch multilingual customer service. Your customers arent restricted by borders, and your customer support shouldnt be either. But how can you effectively cater to customers who speak different languages without compromising efficiency or customer satisfaction?

Customer Service 52

Customer Service CRM APIs SaaS 52

Calltools

FEBRUARY 19, 2025

Outbound call centers need to reach as many leads and prospects as possible to reach their sales goals. Many attempt to improve their KPIs by adopting parallel dialer software. Is a parallel dialer right for your outbound call center? Keep reading to learn about the benefits and drawbacks of parallel dialers. What Is a Parallel Dialer? A parallel dialer is a type of automated dialing software that calls several prospects at the same time.

Abandon Call 52

Abandon Call Call Center CRM Finance 52

CSM Magazine

FEBRUARY 19, 2025

In the general scope of academic writing, it might at first appear that the precepts and practices of customer service have little or no application. Through closer examination, however, it becomes apparent that the application of these foundational principles can have a dramatic effect on both the quality and overall effectiveness of academic work.

Customer Service 52

Customer Service Construction Feedback Education 52

Interactions

FEBRUARY 19, 2025

Balancing Automation and the Human Touch The customer experience (CX) landscape is rapidly evolving, and artificial intelligence (AI) has emerged as a crucial component for businesses to stay ahead. The emergence of Generative AI and Large Language Models (LLMs) has gained significant traction, particularly in customer service and contact center applications, further highlighting AI’s transformative potential in the CX domain.

Customer Experience 48

Customer Experience Contact Center Customer effort Personalization 48

Advertiser: ZoomInfo

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!

Marketing

CSM Magazine

FEBRUARY 19, 2025

Arizona is home to one of the most vibrant and diverse cycling communities in the country. From the sprawling desert highways of Phoenix to the rugged mountain trails of Sedona and the urban bike paths of Tucson, cyclists of all kinds enjoy year-round riding conditions. A great cycling experience isnt just about the perfect route or ideal weather – its also about the support riders receive from bike shops, service providers, and local advocates.

Customer Service 52

Customer Service Education Consulting Consulting 52

TCN

FEBRUARY 19, 2025

Imagine this: a customer calls with a question, and your system instantly connects them with the right agent who already knows their history and preferences. That’s the power of integrated contact center software! This leads to faster resolutions and happier customers. Plus, by analyzing all customer interactions, you gain valuable insights to improve your products, […] The post Contact Center Software Integration: Streamlining Communication Across Platforms appeared first on TCN.

Contact center software 52

Contact center software Contact Center 52

BlueOcean

FEBRUARY 19, 2025

Love them or hate them, transitions are inevitable in business as in life. When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. However, the real challenge often starts when you realize another provider is a better match.

outsourcing 62

outsourcing Customer Care Best practices Management 62

Concentrix

FEBRUARY 19, 2025

Explore insurance digital transformation as Stewart Jackson, Managing Director BFSI, discusses how to design and implement strategies for modernization.

Management 62

Management Engineering Banking Technology 62

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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.

Cloud contact

AnswerConnect

FEBRUARY 19, 2025

Streamline calls with contact verification. Discover how to reduce repetitive tasks and enhance caller experiences with easy contact verification via desktop, mobile, or email. The post How to Verify Contacts with AnswerConnect appeared first on AnswerConnect Blog.

Customer Experience 52

Customer Experience Management 52

Hodusoft

FEBRUARY 19, 2025

5 Ways to Reduce Average Wait Time in Call Center Just imagine this scenario. As you call the customer care number of a business, you are greeted by an Interactive Voice Response (IVR) system. It gives you multiple options, which takes about a minute, and you choose to speak with a customer service representative. You then hear a message that says all the lines are busy and your call will be picked up by an agent shortly.

Wait times 52

Wait times Call Center Interactive Voice Response Abandon rate 52

Certified Languages International

FEBRUARY 19, 2025

Why Access to Interpreters in Indigenous Languages Matters While commonly spoken languages like Spanish, Arabic, or Mandarin often dominate conversations about multilingual access in the U.S., people who speak indigenous languages are frequently overlooked. For these communities, the lack of interpreters can mean exclusion from essential services, healthcare, education, and even justice.

Education 52

Education Government Healthcare Sales 52