Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. But that doesnt mean its the right fit for everyone. If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features youll never use. The interface is dense, the support may not be as responsive as you need, and the learning curve is steep.

Surveys 48

Surveys Enterprise B2B Analytics 48

Help Scout

APRIL 17, 2025

Telling the Help Scout story is a big responsibility. Learn how (and why) we're working to amplify more employee voices in our content.

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Concentrix

APRIL 17, 2025

See how Adobe is shaping the future of commerce with innovative tools that enhance digital experiences for customers across the B2B space.

B2B 54

B2B 54

DMG Consulting

APRIL 17, 2025

With CX, Theres a Disconnect Between Expectations and Reality. AI Can Help. April 17, 2025 View this article on the publisher’s website Consumers have made their sales and servicing preferences clear: They want to help themselves whenever possible. They will typically start on a companys website or mobile app, but they expect to easily reach a knowledgeable, helpful, and empathetic live employee if needed.

Contact Center 48

Contact Center Best practices Virtual Agent Quality management 48

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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

APRIL 17, 2025

This post is a joint collaboration between Salesforce and AWS and is being cross-published on both the Salesforce Engineering Blog and the AWS Machine Learning Blog. The Salesforce AI Model Serving team is working to push the boundaries of natural language processing and AI capabilities for enterprise applications. Their key focus areas include optimizing large language models (LLMs) by integrating cutting-edge solutions, collaborating with leading technology providers, and driving performance e

Best practices 78

Best practices Engineering Enterprise Technology 78

AWS Machine Learning

APRIL 17, 2025

For many organizations, vast amounts of enterprise knowledge are scattered across diverse data sources and applications. Organizations across industries seek to use this cross-application enterprise data from within their preferred systems while adhering to their established security and governance standards. This post demonstrates how Zoom users can access their Amazon Q Business enterprise data directly within their Zoom interface, alleviating the need to switch between applications while main

APIs 75

APIs Enterprise Accountability Government 75

TeleDirect

APRIL 17, 2025

5 Ways Call Centers Improve Lead Conversion for Law Firms For law firms, every incoming lead is a potential clientbut only if its handled promptly and professionally. Call centers can play a transformative role in increasing lead conversion rates by streamlining client communication, offering consistent availability, and providing specialized legal intake services.

Call Center 62

Call Center Scripts CRM Consulting 62

AWS Machine Learning

APRIL 17, 2025

Contextual advertising, a strategy that matches ads with relevant digital content, has transformed digital marketing by delivering personalized experiences to viewers. However, implementing this approach for streaming video-on-demand (VOD) content poses significant challenges, particularly in ad placement and relevance. Traditional methods rely heavily on manual content analysis.

Advertising 66

Advertising Automotive APIs Engineering 66

VirtualPBX

APRIL 17, 2025

Mass texting isnt just a buzz phraseits a proven strategy for boosting customer engagement, increasing sales, and staying top-of-mind in an increasingly mobile world. If youve ever wondered how to send mass text messages for your business , this guide will walk you through everything you need to know, with a spotlight on VirtualText, the tool built for small business success.

Sales 59

Sales Customer Experience Personalization 59

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

AWS Machine Learning

APRIL 17, 2025

This post is co-written with Ameet Deshpande and Vatsal Saglani from Qyrus. As businesses embrace accelerated development cycles to stay competitive, maintaining rigorous quality standards can pose a significant challenge. Traditional testing methods, which occur late in the development cycle, often result in delays, increased costs, and compromised quality.

APIs 62

APIs Engineering Benchmark Scripts 62

ROI CX Solutions

APRIL 17, 2025

Read Time: 10 min. Table of Contents Introduction In the fast-paced world of customer support, efficiency and satisfaction are the cornerstones of success. One of the most crucial metrics that bridges these two priorities is Average Handle Time (AHT). Whether you’re managing a large call center or looking to optimize a growing support team, understanding AHT can reveal powerful insights into agent productivity, customer experience, and operational costs.

Call Center 52

Call Center Average Handle Time Scripts Interactive Voice Response 52

Integrity Solutions

APRIL 17, 2025

In stable markets, as our businesses are growing, investing in sales training is a relatively standard part of the acceleration process. Once you find the right type of training to support your team and culture, your company hits the “go” button and it’s full speed ahead. Fueled both by the skills and confidence of the team and a predictable, healthy external environment, the payoff comes relatively quickly in the form of higher productivity, quota attainment and overall revenu

Sales 52

Sales Marketing 52

CSM Magazine

APRIL 17, 2025

Few metrics define contact center performance more clearly than call abandonment rates. Simply, well-serviced customers dont hang up. New Jersey-based revenue cycle management company Caduceus Health knew this fact all too well. Faced with sky-high 14% abandonment rates almost three times the industry standard the company knew operational change was needed.

Abandon rate 52

Abandon rate Technology Employee engagement Call Center 52

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Contact Center

PeopleMetrics

APRIL 17, 2025

Over the past three months, Ive written 41 blog posts each revisiting a lesson from my book Listen or Die (along with the conclusion) through the lens of whats changed (and what hasnt) in the age of AI. What emerged is a modern roadmap for any company looking to build or evolve their Voice of Customer (VoC) program today. This is the ultimate checklist based on that work combining timeless VoC fundamentals with the incredible new possibilities AI brings to the table.

Benchmark 62

Benchmark B2B Surveys Feedback 62

CSM Magazine

APRIL 17, 2025

In the contemporary fast – paced digital era, the need for efficiently creating high – quality PowerPoint presentations has become a pressing requirement for professionals, educators, and students alike. Vidwud AI PowerPoint Generator emerges as a promising solution in this regard, offering a free – to – use platform powered by artificial intelligence to streamline the presentation – making process.

Education 52

Education Healthcare Marketing Feedback 52

CSM Magazine

APRIL 17, 2025

Hakob Astabatsyan, CEO and co-founder of Synthflow Synthflow , the fast-growing voice AI platform transforming customer interactions with human-like phone calls, has been recognised as a Grid Leader in G2’s prestigious Spring 2025 Awards , securing its position among the top-4 AI agents worldwide. The company achieved remarkable distinctions across multiple categories, including: Number 1 in Customer Satisfaction Fastest Implementation Best Estimated ROI “This recognition validates w

Healthcare 52

Healthcare Enterprise Technology Sales 52

CSM Magazine

APRIL 17, 2025

In todays fast-paced and increasingly competitive business environment, organizations are always on the lookout for ways to reduce costs and improve efficiency to stay ahead. This is where Project Portfolio Management (PPM) becomes essential. PPM aligns projects with strategic objectives by prioritizing, selecting, and managing a collection of initiatives.

Management 52

Management Technology 52

Advertiser: ZoomInfo

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Marketing

CSM Magazine

APRIL 17, 2025

Leading voice and rights charity VoiceAbility, has today announced the launch of a neurodiversity-focused customer experience (CX) solution, marking a significant step forward in making essential support services more accessible to neurodivergent individuals. This solution, developed in collaboration with digital CX transformation specialists, Sabio Group, introduces an intelligent routing system that automatically connects neurodivergent people who contact VoiceAbility with specialist support t

Customer Experience 52

Customer Experience Self service Personalization Technology 52