Thu.May 09, 2024

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The Future of Contact Centers: 5 Insights

Brad Cleveland Blog

After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded of them and thought I would share five thoughts from the first article. 1. AI … Continue reading → The post The Future of Contact Centers: 5 Insights appeared first on Brad Cleveland.

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How to measure customer service skills

Toister Performance Solutions

The feedback session was going poorly. A quality assurance analyst was reviewing a contact center agent's calls. The agent was upset about her quality score. The agent bristled at receiving zero points for friendliness. The analyst pointed out that the agent sounded disinterested. Irritated at times. There was no warmth in her approach. "Well, that's friendly for me," was the retort.

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The Science Behind Customer Decision-Making

Beyond Philosophy

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it. Each part will explore the various psychological aspects of Customer Experiences to clarify what they are and provide practical advice about using them.

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Safeguarding CX in the Age of AI

TechSee

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

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Turn Your Contact Center Into a Profit Machine with AI

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.

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Establishing an AI/ML center of excellence

AWS Machine Learning

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits. As maintained by Gartner , more than 80% of enterprises will have AI deployed by 2026.

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Unleashing the power of generative AI: Verisk’s journey to an Instant Insight Engine for enhanced customer support

AWS Machine Learning

This post is co-written with Tom Famularo, Abhay Shah and Nicolette Kontor from Verisk. Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across over 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

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4 Reasons to Get HIPAA Compliant Texting in 2024

Ambs Call Center

You're juggling patient care and coordination with colleagues while managing a mountain of sensitive information. Sound familiar ? When every second and detail matters, the last thing you need is to worry about the security of your communication. Data breaches, PHI leaks, and the dreaded HIPAA violation. The solution: HIPAA compliant texting. With nearly a century of experience in handling medical calls, we’ve helped a few medical practices ditch the pager and embrace HIPAA compliant texting.

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Climate concerns: Personal advice on how to navigate eco-anxiety

Cisco - Contact Center

This Mental Health Awareness Month, Cisco employees working in sustainability share how they cope with eco-anxiety.

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Embracing Tomorrow: A Human Perspective on the Evolution of Sales Support

TMP Direct

Much before the internet, smartphones and instant access were a thing of the normal, sales support meant knowledgeable salespeople guiding customers through a brick-and-mortar store. Fast forward to the present day, sales support has metamorphed drastically. Customers are no longer limited by physical spaces and now navigate through digital spaces loaded with multiple choices while also demanding a seamless and personalized experience.

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The Latest C2Perform Index: Key Support Trends From 100M+ Data Points

The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.

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The customer success outreach technique for hitting all of your accounts with value, regularly

ChurnZero

“You need to be proactive, not reactive.” “Our team needs to do more with less.” “We need to make things more scalable.” As a CSM, you hear these truths all the time, says customer success coach Ryan Johansen —and they never get easier to hear. After all, it’s not like you don’t want to talk to your customers more often. What’s hurting your customer success outreach is that you manage a lot of customers, some are noisier than others, and you have limited time.

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12 Best Call Center QA Software Tools 2024 | AmplifAI

Amplifai Coaching Category

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

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Sprinklr Unveils AI-First Approach to Capturing Customer Feedback Through Surveys

CSM Magazine

Sprinklr, a Unified-CXM platform, has launched Sprinklr Surveys, entering the Customer Feedback Management (CFM) market with AI-powered survey capabilities. The new offering integrates solicited survey feedback with unsolicited feedback sources to provide actionable insights for enterprise clients. Sprinklr aims to address challenges faced by customer experience teams, such as outdated surveys, small datasets, and delays in issue resolution, with a modernized, AI-first approach.

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Supporting Vulnerable Customers: A Guide to Compassionate Engagement

CSM Magazine

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Vulnerability shows up in many ways – whether that’s dealing with money woes, facing physical limitations or battling the ups and downs of mental wellness. The first step in offering meaningful support is understanding the multifaceted nature of vulnerability.

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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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ServiceNow and Genesys Partnership Promises Next-Level Customer and Employee Experiences

CSM Magazine

ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences. The collaboration aims to integrate Genesys Cloud platform with ServiceNow Customer Service Management to offer a unified solution called: Unified Experience from Genesys and ServiceNow. The new solution will leverage AI, automation, and digital capabilities to unify customer service teams, centralize routing, and optimize workforce engagement for personalized c

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Harnessing AI to Boost Customer Retention: The Future of Personalized Customer Experience

CSM Magazine

In the push to keep clients coming back, AI’s smart solutions are leading the charge—merging innovation with that human touch. Thanks to artificial intelligence, the game has changed for how companies talk to you and me – it’s all about getting personal in a smart way. Thanks to AI’s power, sifting through massive chunks of information helps businesses get up close and personal with customer trends and necessities.

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Avaya Expands Its CX Services with the Acquisition of Edify

CSM Magazine

Avaya has acquired Edify, integrating advanced AI-powered customer journey orchestration and workflow capabilities into the Avaya Experience Platform (AXP). The acquisition accelerates Avaya’s ability to provide personalized customer experiences through task automation, journey orchestration, and CRM connectors. The integration of Edify’s no-code orchestration engine into AXP allows businesses to create and deploy workflows easily, enhancing customer interactions.

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Unlocking Customer Service Excellence Through Innovative Technology

CSM Magazine

Is your organisation leveraging the latest technology to deliver outstanding customer experiences? In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. The session kicked off with the panelists agreeing that while the core challenges in customer experience remain similar to a decade ago, the technology to solve them has advanced rapidly

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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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Legal Expertise of an Expert Workers’ Compensation Lawyer in Brisbane: Navigating Claims Successfully

CSM Magazine

Navigating the complex field of workers’ compensation in Brisbane requires an experienced compensation lawyer who can guide you through the process with clarity and confidence. When faced with a workplace injury or accident, the assurance of having a legal expert, such as the experts at Attwood Marshall , by your side can significantly influence the outcome of your claim.