TeleDirect

APRIL 18, 2025

How After-Hours Call Center Services Keep Legal and Medical Clients Connected In todays always-on world, how After-Hours Call Center Services Keep Legal and Medical Clients Connected is no longer a convenienceits a necessity. Clients expect more than traditional 9-to-5 service. This is especially true in high-stakes industries like law and healthcare, where time-sensitive needs can arise at any moment.

Call Center 62

Call Center Bilingual agents Healthcare Scripts 62

CSM Magazine

APRIL 18, 2025

Is your business choosing to manage tickets directly through Slack? Using a ticketing system for Slack allows you to resolve customer issues without leaving your communication platform. This piece will guide you through the best that Slack has to offer when it comes to support through internal and external tools or integrations that will not only boost but also streamline your support team operations.

Finance 52

Finance Sales Management Customer Support 52

ChurnZero

APRIL 18, 2025

Customer success leaders everywhere are exhausted. Its not surprising, but what can we do about it? It often comes down to mindset and confidence, says customer success expert and founder of Provan Success, Rachel Provan. The more we overwork and people-please, the less we lead, says Rachel. True leadership requires confidence, strategic thinking, and boundaries.

Coaching 52

Coaching Accountability Feedback Management 52

CSM Magazine

APRIL 18, 2025

Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction. Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships.

Customer centricity 52

Customer centricity Gamification Engineering Finance 52

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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

ChurnZero

APRIL 18, 2025

Customer success leaders everywhere are exhausted. Its not surprising, but what can we do about it? It often comes down to mindset and confidence, says customer success expert and founder of Provan Success, Rachel Provan. The more we overwork and people-please, the less we lead, says Rachel. True leadership requires confidence, strategic thinking, and boundaries.

Coaching 52

Coaching Accountability Feedback Management 52

SharpenCX

APRIL 18, 2025

Discover the right and wrong ways to use AI in your contact center. Learn how to balance automation with human connection to enhance customer experiences. Explore AI-driven insights, intelligent call routing, and agent support tools with Sharpens cloud-native platform.

Contact Center 67

Contact Center Customer Experience Customer Support Technology 67

Concentrix

APRIL 18, 2025

Discover how Concentrix guided a leading streaming platform in selecting actionable AI use cases in media and entertainment.

Entertainment 62

Entertainment Technology 62

Help Scout

APRIL 18, 2025

A solid technical implementation is necessary for security, but tools alone do not make a good security program. Learn how we take a people-first approach to security to keep data safe at Help Scout.

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Concentrix

APRIL 18, 2025

Discover how Concentrix guided a leading streaming platform in selecting actionable AI use cases in media and entertainment.

Entertainment 62

Entertainment Technology 62

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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

Ambs Call Center

APRIL 18, 2025

Youre running a business. The phone rings. Maybe youre on another line, in a meeting, or simply stepped away from your desk for a moment. What happens next?

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Provide Support

APRIL 18, 2025

Real-time translation in chats helps to increase sales, win new customers globally and save costs on multiligual customer service.

Sales 52

Sales Customer Service 52

PeopleMetrics

APRIL 18, 2025

Over the past three months, Ive written 44 blog posts. Each one revisited a lesson from my book Listen or Die but this time through the lens of AI. When I wrote Listen or Die back in 2017, AI was on my radar when it came to VoC, but it felt out there. Fast forward to today and AI is everywhere. AI isnt just changing VoC its transforming it. Its impacting how we collect feedback, how we analyze it, how we close the loop, and soon how every VoC user interacts with their platform every single day

Feedback 62

Feedback Wait times Customer retention Surveys 62

AWS Machine Learning

APRIL 18, 2025

Retrieval Augmented Generation (RAG) enhances AI responses by combining the generative AI models capabilities with information from external data sources, rather than relying solely on the models built-in knowledge. In this post, we showcase the custom data connector capability in Amazon Bedrock Knowledge Bases that makes it straightforward to build RAG workflows with custom input data.

APIs 84

APIs Enterprise Feedback Management 84

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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

Ambs Call Center

APRIL 18, 2025

The difference between a great customer experience and a frustrating one often comes down to three things: what you say, how you say it, and how quickly you say it. If you don't have a process that ensures you hit the target for these three things, you'll lose out on clients, dissatisfy customers, and turn away potential buyers from even calling in.

Scripts 52

Scripts Call Center CRM Education 52

AWS Machine Learning

APRIL 18, 2025

AI agents are revolutionizing how businesses enhance their operational capabilities and enterprise applications. By enabling natural language interactions, these agents provide customers with a streamlined, personalized experience. Amazon Bedrock Agents uses the capabilities of foundation models (FMs), combining them with APIs and data to process user requests, gather information, and execute specific tasks effectively.

Finance 77

Finance APIs Enterprise Accountability 77

JustCall

APRIL 18, 2025

“I just told another agent everything about this like 10 minutes ago!” It’s a phrase that makes every contact center leader wince. Not just because it signals a frustrated customer, but because it exposes a deeper truth: despite all our advanced tools and technologies, we’re still making customers repeat themselves. In the rush to meet customers on every channel, contact centers have built up an arsenal of communication tools.

CRM 52

CRM Contact Center Enterprise APIs 52