CCNG
JANUARY 29, 2025
Many organizations believe that a simple document holder or database with a search bar is a knowledge management system. Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service.
PeopleMetrics
JANUARY 29, 2025
In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. In 2017, these two disciplines were starting to converge. Today, thanks to AI, that convergence has accelerated in ways that I could never have imagined 8 years ago.
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AWS Machine Learning
JANUARY 29, 2025
Generative AI can revolutionize organizations by enabling the creation of innovative applications that offer enhanced customer and employee experiences. Intelligent document processing , translation and summarization, flexible and insightful responses for customer support agents, personalized marketing content, and image and code generation are a few use cases using generative AI that organizations are rolling out in production.
Callminer
JANUARY 29, 2025
AI is transforming the way call centers operate in numerous ways, including by automating quality monitoring and enabling companies to maintain rigorous quality standards. Learn how in this blog.
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.
CSM Magazine
JANUARY 29, 2025
Indeed, becoming a certified teacher is a rewarding milestone. Nonetheless, getting there, ie. passing the teacher certification exam, can feel daunting. Whether youre fresh out of college or transitioning into teaching, this test is your gateway to the classroom. The good news? With the right strategies, you can tackle the teacher certification exam confidently and come out on top.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
JANUARY 29, 2025
A sales funnel that prioritizes the customer isn’t just beneficialits essential. When you focus on your customers’ needs, you create trust, build loyalty, and set your business apart from the competition. Heres how you can craft a sales funnel that puts customers at the heart of everything you do. Connect with Multiple Decision-Makers Sales is rarely a one-person game, especially in B2B environments.
TCN
JANUARY 29, 2025
If your contact center and its agents arent equipped to handle high call volumes, your overall business operations could suffer including everything from your customer service to your revenue cycle. However, having dedicated, efficient agents isnt enough. Your contact center needs the right software foundation to handle surges in call traffic with ease.
CSM Magazine
JANUARY 29, 2025
Artificial Intelligence (AI) is changing the way businesses interact with customers. Companies in various industries are using AI to improve efficiency, reduce costs, and provide better service. AI-powered tools, such as virtual receptionists and automated scripts with AI voices, are becoming common. These technologies help businesses handle customer queries quickly and accurately, improving customer satisfaction.
Kapta Customer Success
JANUARY 29, 2025
What if your key accounts could generate twice the revenue they do today? It's not just possible it's happening for companies that have moved beyond traditional account management. While most organizations struggle to retain and grow their strategic accounts, industry leaders are transforming their approach to account management into a powerful revenue engine.
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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.
Abby Connect
JANUARY 29, 2025
Forbes recently published an article by Abby Connect’s own Lisa Snyder on how to harness AI for smarter operations and business growth. It’s clear that the rise of artificial intelligence (AI) is revolutionising industries across the globe, and customer service is no exception.
Concentrix
JANUARY 29, 2025
RESEARCH REPORT Future of the Contact Center Are You Prepared for Whats Next in Customer Engagement? This is your ultimate guide for navigating the evolution of customer service, technology, and workforce management.
FluentStream
JANUARY 29, 2025
FluentStream is proud to announce the appointment of Kerrin Parker as its new CEO, with Cass Gilmore transitioning to the role of chairman. Since joining the company in 2022 as Chief Operating Officer, Kerrin has played a pivotal role in. Read More The post FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features appeared first on FluentStream.
Concentrix
JANUARY 29, 2025
Company recognized for strategic integration of AI technologies, comprehensive partner ecosystem, and exceptional client flexibility and scalability in B2B sales services NEWARK, Calif., (Jan.
Advertiser: ZoomInfo
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!
FluentStream
JANUARY 29, 2025
FluentStream is proud to announce the appointment of Kerrin Parker as its new CEO, with Cass Gilmore transitioning to the role of chairman. Since joining the company in 2022 as Chief Operating Officer, Kerrin has played a pivotal role in. Read More The post FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features appeared first on FluentStream.
Injixo
JANUARY 29, 2025
All it takes is one glance at the Erlang C formula to wonder if theres a simpler way to send humans to Mars.I mean, to calculate staffing requirements.
Concentrix
JANUARY 29, 2025
See how Concentrix and Salesforce use AI to transform CX. Explore use cases, improve performance with Agentforce, and deliver personalized customer care.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Momentum Telecom
JANUARY 29, 2025
Making the shift to a Microsoft Teams Phone system doesn’t have to be hard. Navigating the many licenses and bundles Microsoft offers to add Public Switched Telephone Network (PSTN) connectivity to Teams can be challenging. Thankfully, the decision comes down to three popular solutions: Microsoft Teams Direct Routing , Microsoft Calling Plans, and Operator Connect.
VirtualPBX
JANUARY 29, 2025
Here’s a quick checklist to help determine if your business could benefit from incorporating call management software. 1. Your Customer Experience Is Lacking Maybe youve received negative feedback, or maybe you realize that your team is a little stretched and the customer experience for your business has taken a bit of a hit. Unanswered calls, long hold times, questions that arent answered quite right, or sentiments that dont reflect your brand can all negatively affect your customer exper
Concentrix
JANUARY 29, 2025
HIMSS 2025 LUNCH AND LEARN Next-Level Patient andMember Engagement: AI-Driven Insights and Seamless Omnichannel Solutions Register Now March 5, 2025 11:30am to 1:00pm PST Las Vegas, NV Join Concentrix and Genesys at HIMSS 2025 Explore how AI, analytics, and omnichannel strategies improve patient and member engagement.
AWS Machine Learning
JANUARY 29, 2025
Open foundation models (FMs) have become a cornerstone of generative AI innovation, enabling organizations to build and customize AI applications while maintaining control over their costs and deployment strategies. By providing high-quality, openly available models, the AI community fosters rapid iteration, knowledge sharing, and cost-effective solutions that benefit both developers and end-users.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
AWS Machine Learning
JANUARY 29, 2025
Open foundation models (FMs) have become a cornerstone of generative AI innovation, enabling organizations to build and customize AI applications while maintaining control over their costs and deployment strategies. By providing high-quality, openly available models, the AI community fosters rapid iteration, knowledge sharing, and cost-effective solutions that benefit both developers and end-users.
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