AWS Machine Learning

FEBRUARY 25, 2025

This blog post is co-written with Gene Arnold from Alation. To build a generative AI -based conversational application integrated with relevant data sources, an enterprise needs to invest time, money, and people. First, you would need build connectors to the data sources. Next you need to index this data to make it available for a Retrieval Augmented Generation (RAG) approach where relevant passages are delivered with high accuracy to a large language model (LLM).

Enterprise 96

Enterprise Engineering APIs Accountability 96

Callminer

FEBRUARY 25, 2025

Potential CFPB defunding could reshape consumer protection in the US. This blog explores what could change, potential impacts, and considerations to ensure consumer trust and protection.

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AWS Machine Learning

FEBRUARY 25, 2025

This post is co-written with Xavier Vizcaino, Diego Martn Montoro, and Jordi Snchez Ferrer from Applus+ Idiada. In 2021, Applus+ IDIADA , a global partner to the automotive industry with over 30 years of experience supporting customers in product development activities through design, engineering, testing, and homologation services, established the Digital Solutions department.

Chatbots 75

Chatbots Engineering Automotive Metrics 75

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. Are you leveraging call centers to turn support into a revenue engine? At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. These services go beyond traditional support, offering personalized interactions and leveraging advanced technologies to enhance the online shopping experience.

Call Center 67

Call Center Sales outsourcing Technical Support 67

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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

PeopleMetrics

FEBRUARY 25, 2025

When it comes to customer experience, most businesses focus on what happens after someone becomes a customer. But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The sales process itself is a critical touchpoint that sets expectations, builds trust, and determines whether a prospect will ultimately become a customeror walk away.

B2B 62

B2B B2C Sales Construction 62

CSM Magazine

FEBRUARY 25, 2025

The NFT (Non-Fungible Token) market has grown into a multi-billion-dollar industry, transforming digital ownership and redefining how assets are traded. NFTs represent unique digital assets stored on the blockchain, ensuring authenticity and scarcity. From digital art and collectibles to real estate and gaming items, NFTs have disrupted multiple industries, attracting investors, creators, and traders.

Real estate 52

Real estate Marketing Entertainment Finance 52

NobelBiz

FEBRUARY 25, 2025

Running a call center today isnt just about answering callsits about delivering fast, efficient service while keeping costs in check and staying compliant with regulations. Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Real-Time Insights & Monitoring: AI detects issues instantly, ensuring compliance and better agent performance.

Quality management 52

Quality management Call Center Management Coaching 52

ROI CX Solutions

FEBRUARY 25, 2025

Read Time: 7 Minutes Table of contents Managing a call center can be challenging, but workforce management software (WFM) simplifies the process. WFM is a game-changer for businesses wanting to optimize their operations. From managing schedules to improving employee engagement, WFM helps call centers run smoothly by making sure the right people are in the right place at the right time.

Call Center 52

Call Center Management call center workforce Employee engagement 52

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. WFM tools are key to not only delivering winning customer experiences but ensuring that the frontline agents that provide service are engaged, educated, and empowered to do so in the first place.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

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 25, 2025

Sabio Group , the digital customer experience (CX) transformation specialist, has today announced the launch of a new offering aimed at tackling how contact centres manage employee leave requests. The solution will help contact centres using Genesys Workforce Engagement Management (WEM) to navigate the complex integration between workforce management systems and HR solutions for leave management.

Morale 52

Morale Technology Management Marketing 52

Calabrio

FEBRUARY 25, 2025

Customer Experience Customer Experience (CX) Platform: Your Guide to What It Isand Which Are the Best Solutions Share Has the digitization of customer experiences been a blessing or a curse to your business? If you answered both, youre far from alone. The digital transformation thats taken over customer engagement and support seems to have created incredible opportunities and vexing complexities in almost equal measure.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Injixo

FEBRUARY 25, 2025

Mental health often feels like a whisper behind all the noisy day-to-day hustle in contact centers. When you lead Workforce Planning, its easy to get wrapped up in forecasting volumes, perfecting shift schedules, and racing to meet efficiency targets. But Ive learned over time that mental wellness isnt just a buzzword or a check-the-box series of initiatives.

Contact Center 40

Contact Center Management Employee engagement 40

Concentrix

FEBRUARY 25, 2025

Discover the difference between AI distillation and agentic AI, and how multi-agent orchestration can drive efficiencies and results.

Engineering 62

Engineering 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

Injixo

FEBRUARY 25, 2025

Mental health often feels like a whisper behind all the noisy day-to-day hustle in contact centers. When you lead Workforce Planning, its easy to get wrapped up in forecasting volumes, perfecting shift schedules, and racing to meet efficiency targets. But Ive learned over time that mental wellness isnt just a buzzword or a check-the-box series of initiatives.

Contact Center 40

Contact Center Management 40

Concentrix

FEBRUARY 25, 2025

Learn how a leading healthcare provider improved patient health outcomes and reduced waste and costs with patient care coordination.

Healthcare 62

Healthcare 62

Help Scout

FEBRUARY 25, 2025

At Help Scout, we invest a lot of time to ensure our applications make the best out of their databases. Click through to learn more about how we use a per-module datasource approach to help break down complexity.

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VirtualPBX

FEBRUARY 25, 2025

DLP, or Data Loss Prevention, is a combination of people, tools, strategies, technologies, and processes designed to prevent unauthorized access, use, or transmission of data. DLP is used when referring to sensitive datawork product, financial data, customer information, or other sensitive assets. The objective is to keep this data from being leaked, lost, or accessed without authorization.

Education 52

Education Best practices Metrics Surveys 52

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

Help Scout

FEBRUARY 25, 2025

Help Scout has become an essential part of BoxHeros growth strategy. It empowered their global expansion, improved response times, and reduced operational costs all while providing a better experience for their customers.

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Cincom

FEBRUARY 25, 2025

Lets be honest, sales can be tough! Getting the pricing right, tailoring the quote to fit the customers needs, and doing it all within a tight deadline can be a challenge. That is where the CPQ (Configure, Price, Quote) solution comes in, helping sales teams streamline the sales process and make it more efficient and systematic. CPQ Software CPQ software helps businesses automate the process of: Configuring products Ensuring accurate pricing for products Generating quotes for customers An

Analytics 40

Analytics Sales Metrics Upselling 40

Help Scout

FEBRUARY 25, 2025

Finding the right customer service tool can be a challenge, but for Mukama, returning to Help Scout wasnt just about switching back; it was about choosing a tool that truly supports their team and customers.

Customer Service 45

Customer Service 45

Cincom

FEBRUARY 25, 2025

Think about buying a new car online. You start by selecting the base model, then customize itchoosing the engine type, interior materials, color, and additional features like a sunroof or advanced safety systems. As you make these selections, the price updates instantly, and you can see a real-time visualization of your customized vehicle. This smooth, hassle-free experience is powered by a configurator.

Engineering 40

Engineering Finance CRM Self service 40

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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

TechSee

FEBRUARY 25, 2025

Our homes are filled with innovative products designed to make life more convenient, secure, and efficient. Yet, despite their cutting-edge capabilities, these products often fail to perform as expected—not because of hardware defects but due to one crucial factor: poor smart home WiFi connectivity. When a security camera lags, a smart speaker doesn’t respond, or a connected thermostat or oven fails to sync, users blame the product itself.

Consulting 109

Consulting Consulting Contact Center Technology 109

Cincom

FEBRUARY 25, 2025

Quote-to-cash is a critical segment of the sales cycle, beginning when the customer decides to make a purchase and ending when the seller receives payment associated with the sale. This comprehensive process which includes quoting, contracting, and revenue realization is essential for ensuring timely and efficient transactions that drive business growth.

Sales 40

Sales Best practices Finance Accountability 40

ShepHyken

FEBRUARY 25, 2025

The title may be a bit misleading. You dont want to be a victim of a farce. You want to experience a positive force. Before I go further, lets give a shout-out to one of our Shepard Letter subscribers, Joe Emmet of Empire Marketing, who suggested the title, which activated the creative force that led to this article. We have all been victims of a customer service or experience farce.

Feedback 340

Feedback Customer Support Surveys Customer Service 340

Cincom

FEBRUARY 25, 2025

In 2025, sales cycles are more challenging than ever. Buyers expect instant, accurate quotes, but manual pricing and approvals create delays, errors, and lost revenue. Traditional quoting methods cant handle custom pricing, complex configurations, and multi-level approvals. CPQ (Configure, Price, Quote) changes that. It automates product selection, pricing, and quotingeliminating errors, accelerating approvals, and optimizing every deal for profitability.

Sales 40

Sales CRM Upselling Best practices 40

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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

VirtualPBX

FEBRUARY 25, 2025

DLP, or Data Loss Prevention, is a combination of people, tools, strategies, technologies, and processes designed to prevent unauthorized access, use, or transmission of data. DLP is used when referring to sensitive datawork product, financial data, customer information, or other sensitive assets. The objective is to keep this data from being leaked, lost, or accessed without authorization.

Education 59

Education Best practices Metrics Surveys 59

Calabrio

FEBRUARY 25, 2025

Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands dont have the resources to manage the contact centre in a way that will extract the right insights to inform the business.

Analytics 52

Analytics Management Multichannel outsourcing 52

Anexa BPO

FEBRUARY 25, 2025

En un mundo cada vez ms conectado, la seguridad y privacidad de estos datos se han convertido en una prioridad absoluta. La transformacin digital ha revolucionado la forma en que las empresas interactan con sus clientes. Los contact centers, como epicentros de esta relacin, manejan una cantidad cada vez mayor de datos personales sensibles. En este contexto, la seguridad y privacidad de los datos se han convertido en un tema de suma importancia, tanto para las empresas como para los consumidores

Contact Center 52

Contact Center Personalization Call Center 52