Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.

Self service 94

Self service Healthcare Chatbots Contact Center 94

ROI CX Solutions

APRIL 15, 2025

Read Time: 8 min. Table of Contents Introduction Effective customer service is built on agent ability to manage and de-escalate difficult situations. Mastering de-escalation techniques is essential for improving customer satisfaction, reducing churn, and protecting your brand’s reputation. By addressing customer frustrations with empathy and professionalism, businesses can turn negative experiences into positive interactions.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

Comm100

APRIL 15, 2025

Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity.

Coaching 52

Coaching Sales Accountability Feedback 52

SQM Group

APRIL 15, 2025

Let's explore some of the most common misconceptions about Csat in the call center environment.

Call Center 95

Call Center 95

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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

Comm100

APRIL 15, 2025

We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.

Engineering 52

Engineering APIs Personalization Customer Support 52

AWS Machine Learning

APRIL 15, 2025

Organizations are constantly seeking ways to harness the power of advanced large language models (LLMs) to enable a wide range of applications such as text generation, summarizationquestion answering, and many others. As these models grow more powerful and capable, deploying them in production environments while optimizing performance and cost-efficiency becomes more challenging.

Construction 92

Construction APIs Accountability Management 92

Interactions

APRIL 15, 2025

In todays hyper-competitive business landscape, customers expect seamless and frictionless experiences. If your brand makes customers jump through hoops to resolve an issue, they wont just be frustrated, theyll leave. Research shows that 96% of customers who experience high-effort interactions become disloyal. On the flip side, reducing effort can increase repurchase intent by up to 94%.

Customer effort 62

Customer effort Metrics Surveys Self service 62

AWS Machine Learning

APRIL 15, 2025

Modern banking faces dual challenges: delivering rapid loan processing while maintaining robust security against sophisticated fraud. Amazon Q Business provides AI-driven analysis of regulatory requirements and lending patterns. Additionally, you can now report fraud from the same interface with a custom plugin capability that can integrate with Amazon Connect.

APIs 84

APIs Banking Contact Center Enterprise 84

Momentum Telecom

APRIL 15, 2025

15 April 2025- Atlanta Momentum , a leading global managed services provider, today announced the successful close of its acquisition of Secher Security , a respected cybersecurity firm as one of the world first Cato Networks partners therefore with extensive knowledge into Cato solutions and next-generation threat protection. This strategic move further solidifies Momentums mission to deliver robust, secure connectivity and managed services to customers in EMEA and beyond.

Marketing 59

Marketing Management Technology 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 15, 2025

This post is co-written with Kim Nguyen and Shyam Banuprakash from Clario. Clario is a leading provider of endpoint data solutions to the clinical trials industry, generating high-quality clinical evidence for life sciences companies seeking to bring new therapies to patients. Since Clarios founding more than 50 years ago, the companys endpoint data solutions have supported clinical trials more than 26,000 times with over 700 regulatory approvals across more than 100 countries.

Healthcare 63

Healthcare Engineering APIs Scripts 63

24-7 InTouch

APRIL 15, 2025

Developing effective training programs is essential for excellent customer service, as they must address knowledge gaps, improve skill retention, and enhance agent performance. This is especially important in the apparel industry, where product knowledge is vital to meeting customer needs and providing the right solutions. Many companies struggle with designing a curriculum and delivery process that keeps up with operational demands while providing adequate time for agents to master necessary sk

Best practices 52

Best practices Feedback Customer Experience Customer Service 52

Cincom

APRIL 15, 2025

Configure, Price, Quote (CPQ) solutions have become an indispensable part of the sales operations for modern businesses. They help automate the sales cycle at various stages, so processes become smoother, accurate, and error-free. Choosing a CPQ solution becomes a highly crucial decision as it should align with your organizations workflows and automate them effectively.

CRM 40

CRM Sales Engineering Automotive 40

NobelBiz

APRIL 15, 2025

Customers dont remember if your agent followed the script. They remember how the conversation made them feel. If your training focuses only on avoiding mistakes, youre missing the chance to build real trust. Key Takeaways Connection Over Compliance: Traditional script-based training prioritizes error avoidance, but fails to create meaningful customer connections.

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Scripts Cloud contact Contact Center Call Center 40

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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

PeopleMetrics

APRIL 15, 2025

When I wrote Listen or Die back in 2017, I ended the book with a simple but powerful idea: Play offense with systemic change. That hasnt changed. In fact, its truer today than ever. But what has changed what I never could have fully predicted in 2017 is how AI has supercharged the entire VoC landscape. AI is no longer just about text analytics. AI is not just helping you listen better its helping you act better.

Surveys 62

Surveys Analytics Feedback Personalization 62