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AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyones racing to implement AI, many are missing the most important part keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the
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.
The evaluation of large language model (LLM) performance, particularly in response to a variety of prompts, is crucial for organizations aiming to harness the full potential of this rapidly evolving technology. The introduction of an LLM-as-a-judge framework represents a significant step forward in simplifying and streamlining the model evaluation process.
2025 Contact Center Goals and Investment Priority Trends: Embracing AI for an Enhanced CX and EX February 2025 DMG Consulting has conducted an annual global survey of enterprise, contact center, customer experience (CX), and IT leaders over the past decade (excluding 2019) to gain insights into business goals and technology investment plans for their servicing organizations during the next year.
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.
This blog post is co-written with Moran beladev, Manos Stergiadis, and Ilya Gusev from Booking.com. Large language models (LLMs) have revolutionized the field of natural language processing with their ability to understand and generate humanlike text. Trained on broad, generic datasets spanning a wide range of topics and domains, LLMs use their parametric knowledge to perform increasingly complex and versatile tasks across multiple business use cases.
For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.
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For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.
Theres a growing demand from customers to incorporate generative AI into their businesses. Many use cases involve using pre-trained large language models (LLMs) through approaches like Retrieval Augmented Generation (RAG). However, for advanced, domain-specific tasks or those requiring specific formats, model customization techniques such as fine-tuning are sometimes necessary.
Relocating across the country is no small feat. It comes with logistical challenges, emotional stress, and a ticking clock. Thats why cross country movers play such a critical role in ensuring the entire process goes smoothly. However, superior customer service is what truly sets the best moving companies apart. After all, packing and transporting belongings is just one part of the jobmaking customers feel supported, heard, and reassured is equally important.
Totango marked a significant milestone on January 22, 2025 a complete rebrand and website update that signals an exciting new chapter, and reflects the journey that brought us to this point. We aligned our visual identity with the company we’ve become and what we strive to deliver to our customers. In the last year, we merged two of the leading customer success players.
In recent years, chatbots have become an integral part of modern customer service, helping businesses streamline interactions and improve customer experience. However, despite their growing presence, several misconceptions continue to surround them. From concerns about their emotional intelligence to fears of replacing human agents, these myths can prevent businesses from fully embracing the potential of chatbots.
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.
Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone. In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results.
The Importance of Net Revenue Retention (NRR) Net revenue retention (NRR) is a key metric that measures a company's ability to retain and grow revenue from its existing customer base over time. It is calculated by taking the revenue from existing customers in the current period, including any expansions, contractions, or churns, and dividing it by the revenue from those same customers in the prior period.
As inclusion becomes a cornerstone of digital innovation, ensuring web accessibility is no longer optionalits essential. Businesses seeking to create accessible websites that meet the needs of all users, including those with disabilities, can turn to companies like accessiBe. Combining cutting-edge AI technology with expert services, accessiBe offers tools designed to help businesses who are looking to address their own accessibility challenges.
Read Time: 8 Minutes Table of contents What is a consolidated call center? Converged vs. consolidated contact centers The value of converged and consolidated contact centers Why do businesses consolidate call centers? Want to boost your operational efficiency? Call center consolidation benefits Considerations when consolidating contact center operations How to implement a consolidated call center To make the best use of their resources, many larger organizations with multiple call centers may ch
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!
Call recording is important for contact centers for a multitide of reasons, including safeguarding against compliance risk, providing concrete training opportunities and gathering customer feedback for targeted quality assurance efforts. However, there is a growing number of regulations surrounding data privacy and call recording compliance. Plus, to make things even more complicated, not only do […] The post Maintaining Compliance in Contact Center Recordings: Strategies for Secure Data H
Why Multi-Level IVR Is a Game-Changer for Hosted PBX Services? The 1960s heralded a significant transformation the way callers got to connect with organizations! That was the decade during which Bell System, a former American telephone company, developed the basic form of Interactive Voice Response (IVR) technology. The following decade, the technology, which was based on the dual-tone multi-frequency, could segment incoming calls and connect them to the right team or individual in an organizati
Smarter multi-modal customer facing assistants that are easy to create, customize and integrate across the enterprise NEWARK, Calif.(Feb. 12, 2025) Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, today announced the release of iX Hello 2.0.
The phone lines were chaos. Calls stacked up, agents scrambled, and customers grew frustrated. A fast-growing e-commerce brand had recently expanded their Philippines call center, expecting smooth sailing. Instead, they faced missed revenue, high turnover, and wildly inconsistent performance. They werent alone. Many businesses underestimate the complexities of workforce management in the Philippines.
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.
Are you looking for a way to improve your companys internal communication, employee requests and in managing HR related queries? If so, the solution you might need is an HR ticketing system. Businesses need efficient methods to handle employee inquiries, complaints, and service requests in a work environment. An HR management system is a software solution that helps businesses manage HR-related issues by automatically creating, organizing, and tracking tickets for each request.
Missed medical appointments are a growing issue in the healthcare industry. Patients skipping their doctor visits not only affect their own health but also place a financial and operational burden on healthcare providers. In fact, a staggering 61% of patients have reported skipping appointments in the past year due to scheduling issues. The High Cost of Missed Appointments Missed appointments are costly in multiple ways.
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.
Ever feel like customer service can be a bit challenging? Some days, it seems like there’s always a new problem to solve or an upset customer to calm. The good news is that you don’t have to face these challenges alone. There are many resources out there that can help you improve your skills and confidence. This article will share a list of the best customer service books.
At Comm100, we believe that exceptional service begins with understanding our clients needs firsthand. We regularly schedule onsite visits to clients across the globe to go over new features, strategize, and build roadmaps for long-term success. Thats why our recent onsite visits to clients in Ontario were more than just meetings: they were an opportunity to strengthen relationships, share insights, and explore new possibilities for growth and collaboration.
Artificial Intelligence has quietly woven itself into the fabric of our daily routines. From smart email composition tools to advanced healthcare diagnostics, AI-powered systems enhance operational efficiency and user experience across various applications. These are just a few examples of AI in everyday life, thus shaping how we work, communicate, and live.
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.
The Problem: Why Most CX Efforts Fall Short Many CX leaders struggle with the same challenge: We know customer experience is critical, but we cant seem to prove its value. Despite significant investments in customer experience programs, many organizations still cant convert data into meaningful action. Dashboards overflow, data accumulates, and yet customer frustrations persist.
Generative AI has emerged as a transformative force, captivating industries with its potential to create, innovate, and solve complex problems. However, the journey from a proof of concept to a production-ready application comes with challenges and opportunities. Moving from proof of concept to production is about creating scalable, reliable, and impactful solutions that can drive business value and user satisfaction.
The biggest challenge that we faced is the idea of how to take very distinct teams and cultures and products, and how [ to ] align them under one shared vision for the future. Keith Frankels hot takes: Address the elephants: Don’t shy away from uncomfortable conversations and tackle culture divides head-on to foster healing and alignment. Enforce new behaviors: Implement consistent processes across teams, and remember, that behavior becomes personality over time.
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