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As large language models (LLMs) become increasingly integrated into customer-facing applications, organizations are exploring ways to leverage their natural language processing capabilities. Many businesses are investigating how AI can enhance customer engagement and service delivery, and facing challenges in making sure LLMs driven engagements are on topic and follow the desired instructions.
When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. But what if the right response could not only fix the situation but actually make them more loyal than before? Thats the concept behind the Customer Service Recovery Paradox. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred.
This post is co-written with Andrs Vlez Echeveri and Sean Azlin from OfferUp. OfferUp is an online, mobile-first marketplace designed to facilitate local transactions and discovery. Known for its user-friendly app and trust-building features, including user ratings and in-app chat, OfferUp enables users to buy and sell items and explore a broad range of jobs and local services.
For start-ups, where the reputation of your brand is still being built, providing excellent customer service can create lasting impressions and loyal customers. When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming. But with the right approach, you can set themand your businessup for success.
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.
There is consistent customer feedback that AI assistants are the most useful when users can interface with them within the productivity tools they already use on a daily basis, to avoid switching applications and context. Web applications like Amazon Q Business and Slack have become essential environments for modern AI assistant deployment. This post explores how diverse interfaces enhance user interaction, improve accessibility, and cater to varying preferences.
Most organizations using Microsoft Teams already know its a powerful hub for chats, calls, and collaboration. But what happens when you need deep, actionable insights into those callslike whos waiting on hold too long or which team member fields the most calls on Monday mornings? Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call.
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Most organizations using Microsoft Teams already know its a powerful hub for chats, calls, and collaboration. But what happens when you need deep, actionable insights into those callslike whos waiting on hold too long or which team member fields the most calls on Monday mornings? Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call.
Tech-human hybrid contact centersa revolutionary blend of artificial intelligence and human expertise is redefining the way companies interact with their customers. Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. Here we examine the mechanisms driving this fresh perspective and see how they pay off in satisfaction, efficiency, and growth.
The sports industry has long been shaped by innovation, with brands constantly pushing boundaries to enhance performance and personalization. For golf specifically, in the late 20th century, the introduction of metal drivers revolutionized the game, replacing traditional wood clubs and setting a new standard for equipment. Today, advancements like Carbonwood, a material outperforming modern titanium, demonstrate how innovation continues to drive progress.
While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly. When used effectively, they can provide actionable insights, improve customer satisfaction, and drive continuous business growth.
In a fast-paced call center environment, tracking the outcome of every call is crucial. Whether youre in healthcare, sales, customer service, debt collection, or technology support, Call Disposition Codes help you categorize and analyze interactions efficiently. By standardizing these codes, organizations can quickly identify trends, measure performance, and implement targeted improvements.
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.
One of the biggest challenges entrepreneurs face is securing the funds needed to set up and operate a call center effectively. From renting office space to installing advanced technologies and hiring skilled staff, the initial costs can add up quickly. If you’re struggling to gather the financial resources required, don’t worryyou’re not alone.
Imagine you’re a small e-commerce business experiencing a surge in orders during the holiday season. You need a flexible platform that allows you to quickly add agents and scale your Interactive Voice Response (IVR) system to handle the increased call volume, ensuring your customers get the support they need without long wait times. Having a […] The post Q&A: How to Build a Low-Cost Contact Center for Your Small Business appeared first on TCN.
Cosmos (ATOM) is a major player in blockchain interoperability, allowing different networks to communicate seamlessly. It powers the Cosmos Hub, a central blockchain that connects multiple independent chains. This guide explains ATOMs features, where to buy Cosmos safely, how to buy Cosmos coin, how to purchase it step by step, and the best ways to store it securely.
HoduCCs SMS Integration with Route Mobile HoduCC is an omnichannel contact center solution that empowers businesses to deliver exceptional customer experiences across various communication channels. With integrated features like AI tools, real-time analytics, and SMS capabilities, HoduCC helps businesses streamline operations and enhance customer engagement.
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.
Syntheia Corp. has launched AssistantNLP, an AI-powered Receptionist service designed to handle inbound calls using natural language processing (NLP) for accuracy and efficiency. The service has been successfully deployed across various industries since its beta launch, with clients reporting improved customer satisfaction, time savings, and cost reduction.
The new year has already ushered in various business adjustments and shakeups. The economic outlook and consumer confidence have inspired some market leaders to be optimistic. Some 75% of companies surveyed by JP Morgan expressed optimism about their company. The positive outlook in business is potentially great news for your business, but it also directly impacts your business strategy for 2025.
Managing outbound call center operations in-house can be resource-intensive and challenging. Yet, for businesses looking to expand their reach, generate leads, and boost sales, outbound call center services are a critical asset. Outsourcing these services can enhance efficiency, reduce costs, and improve performance. This guide will help you navigate the selection process and implement best practices to maximize results.
What Is Hosted VoIP? Everything You Need to Know (2025) Managing global communications while maintaining call quality and controlling costs can feel like an impossible balancing act. As your business expands internationally, you need a reliable phone service that scales with youwithout the headaches of traditional phone hardware. That's where hosted Voice over Internet Protocol… The post What Is Hosted VoIP?
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!
Great news: We just updated our blog article on Net Promoter Score to include tons of new information! What used to be an article focusing on the pros and cons of Net Promoter Score is now a comprehensive guide to NPS. In the updated article, you’ll learn… How to calculate Net Promoter Score Best practices when collecting NPS data How to improve a low NPS And much, much more.
What Is Hosted VoIP? Everything You Need to Know (2025) Managing global communications while maintaining call quality and controlling costs can feel like an impossible balancing act. As your business expands internationally, you need a reliable phone service that scales with youwithout the headaches of traditional phone hardware. That's where hosted Voice over Internet Protocol… The post What Is Hosted VoIP?
By leveraging digital tools and customer insights, housing associations can build trust, improve engagement, and deliver personalized, high-quality service.
What Is Hosted VoIP? Everything You Need to Know (2025) Managing global communications while maintaining call quality and controlling costs can feel like an impossible balancing act. As your business expands internationally, you need a reliable phone service that scales with youwithout the headaches of traditional phone hardware. That's where hosted Voice over Internet Protocol… The post What Is Hosted VoIP?
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.
FluentStream is proud to announce the appointment of Kerrin Parker as its new CEO, with Cass Gilmore transitioning to the role of chairman. Since joining the company in 2022 as Chief Operating Officer, Kerrin has played a pivotal role in. Read More The post UCaaS: Empowering SMBs to Embrace Change with Ease appeared first on FluentStream.
Learn how to measure your customer satisfaction levels with AnswerConnect. These 7 tried-and-tested methods will help attract customers and grow your business. The post 7 ways to measure customer satisfaction and grow your business appeared first on AnswerConnect Blog.
This post is co-written with Martin Holste from Trellix. Security teams are dealing with an evolving universe of cybersecurity threats. These threats are expanding in form factor, sophistication, and the attack surface they target. Constrained by talent and budget limitations, teams are often forced to prioritize the events pursued for investigation, limiting the ability to detect and identify new threats.
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.
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