Fri.Feb 14, 2025

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10 Things You Can Do That Lead to Customer Loyalty

CSM Magazine

Loyal customers not only contribute tomore revenuebut also serve as brand ambassadors, spreading positive word-of-mouth and driving new business. Here are ten actionable strategies to foster customer loyalty and keep your clients coming back. 1. Deliver Exceptional Customer Service Ensure your team is well-trained, empathetic, and empowered to resolve issues quickly and effectively.Personalized service, where customers feel valued and understood, can make all the difference.

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Lesson #16 Revisited: Do You Need a Survey Tool or a True VoC Partner?

PeopleMetrics

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. Today, the conversation has evolved. AI-powered VoC platforms are emerging, promising to automate everything from data collection to predictive analytics.

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What is Lewin’s Force Field Analysis?

CSM Magazine

Developed by Kurt Lewin in the 1940s, Force Field Analysis is a decision-making tool used to understand the factors that influence a particular situation. It is based on the idea that any situation is the result of a balance between two sets of forcesone driving movement towards a goal (driving forces) and the other restraining movement towards the goal (restraining forces).

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Optimize Contact Center Efficiency: How to Balance Cost & Quality

Calabrio

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control? Failing to strike the right balance in either direction can lead to common pitfalls: Overemphasis on cost cutting: Leading to attrition, understaffing, poor training, and incre

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State of AI in Sales & Marketing 2025

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.

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Speed vs. Support: The Customer Service Love Triangle

CSM Magazine

Fast service or the right support? Customers don’t think they should have to choose.But new research shows that long wait times, vague responses, and endless transfers are pushing them away. Many businesses turn to AI and automation to fix these issues, but they only work when they remove barriers, not create them. Speed means nothing if customers are stuck in chatbot loops or can’t reach the right person when they need to.

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Maximizing ROI with CPQ: 10 Best Practices for Sales Success

Cincom

Configure, Price, Quote (CPQ) software has become indispensable for streamlining pricing, quote generation, and deal execution. However, simply deploying CPQ is not enough. Maximizing CPQs potential requires more than technology. It demands a well-defined framework that integrates automation, pricing governance, and seamless CRM and ERP connectivityall of which are essential for driving predictable revenue and operational efficiency.

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See the Future of Customer Experience: How Agentic AI is Transforming Enterprise Service in 2025

TechSee

Introduction The future of customer experience (CX) is here, and it’s visual. As enterprises strive to restore satisfaction to people’s technology experiences, agentic AI has emerged as the transformative force that’s helping them see the path forward. Recent research by TechSee’s Visionary CX Lab reveals how businesses are moving beyond basic chatbots to embrace sophisticated, vision-powered AI solutions that can see, understand, and resolve customer challenges autonomou

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6 AI-Powered CX Innovations I’d LOVE to Launch in 2025

Outsource Consultants

AI in CX isnt just about efficiency anymore. Its about making interactions smarter, smoother, and more human. And its really exciting to think about whats possible! Customers dont want robotic service. Agents dont want to be micromanaged. AI can help fix both. Here are six game-changing ideas for AI-driven CX that Id definitely be testing in 2025: 1.

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IntouchCX: Where Growth Meets Social Impact

24-7 InTouch

IntouchCX honors World Mental Health Day by helping to destigmatize mental illness and foster an environment for self-care and open conversations.

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Next-Gen Cloud Contact Centers For Dummies®

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.

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The ultimate guide to the Public Switched Telephone Network (PSTN)

Momentum Telecom

Plain old telephone service is one of the most reliable communication channels we havewith more than 13.5 billion calls being made every day. The Public Switched Telephone Network (PSTN) has been used for over 100 years to route and connect voice calls. Initially, Integrated Services Digital Networks (ISDNs) became an early digital transmission solution that improved voice quality and speeds over traditional telephone networks.

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Join Us Poolside at Enterprise Connect

Concentrix

Join Us Poolside atEnterprise Connect Register Now March 18, 2025 Gaylord Palms, Orlando, FL Meet us at Enterprise Connect 2025! This years Enterprise Connect will once again bring amazing companies and leaders together for dynamic discussions and learnings around digital transformation in an AI-driven world. Concentrix is your poolside host at Enterprise Connect!

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The 9 Best Medical Customer Service Software Options

Help Scout

Discover the 9 best medical customer service software options to enhance patient care and ensure HIPAA-compliant communication.

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The Science of CPQ Pricing: Automating Discounts Without Losing Revenue

Cincom

For any business to thrive successfully, organizations must strike a delicate balance between offering attractive discounts and maintaining healthy profit margins. This is exactly where CPQ (Configure, Price, Quote) software comes in handy. CPQ is a powerful tool designed to streamline and automate the pricing and quoting process, ensuring sales teams generate accurate and optimized quotes in real-time.

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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

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!