Wed.Jan 29, 2025

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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

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.

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The role of AI in automating quality monitoring

Callminer

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.

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Lesson #8 Revisited: The Convergence of VoC and Market Research in the Age of AI

PeopleMetrics

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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Generative AI operating models in enterprise organizations with Amazon Bedrock

AWS Machine Learning

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.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Study Tips to Ace Your Teacher Certification Exam 

CSM Magazine

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.

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Tips for Building a Sales Funnel That Puts Customers First

CSM Magazine

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.

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DMG Consulting Releases 2024 – 2025 Knowledge Management for the AI-Enabled Enterprise

DMG Consulting

MEDIA ALERT DMG Consulting Releases 2024 2025 Knowledge Management for the AI-Enabled Enterprise AI driving strong momentum and accelerated expansion in this underappreciated sector Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2024 2025 Knowledge Management for the AI-Enabled Enterprise Report When: Today, 14 January 2025 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC, a

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How AI Can Be Used in Customer Services

CSM Magazine

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.

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FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features

FluentStream

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.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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How to Apply Erlang C in Call Center Planning with Excel

Injixo

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.

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FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features

FluentStream

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.

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How Does Contact Center Software Help in Managing High Call Volumes?

TCN

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.

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Next-Gen Customer Care: Beyond the Contact Center

Concentrix

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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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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The Revenue Revolution: Transforming Account Management Beyond Traditional Sales

Kapta Customer Success

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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AI in Customer Service: Huge Fail or Epic Win?

Abby Connect

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.

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Future of the Contact Center

Concentrix

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.

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The ultimate guide to Microsoft Teams Direct Routing

Momentum Telecom

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.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Concentrix Positioned as Highest Leader in Everest Group’s B2B Sales Services PEAK Matrix® Assessment 2024

Concentrix

Company recognized for strategic integration of AI technologies, comprehensive partner ecosystem, and exceptional client flexibility and scalability in B2B sales services NEWARK, Calif., (Jan.

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You Might Need Call Management If…

VirtualPBX

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

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Next-Level Patient and Member Engagement:

Concentrix

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.

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Deploy DeepSeek-R1 Distilled Llama models in Amazon Bedrock

AWS Machine Learning

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.

APIs 129
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How to Create Sales Email Sequences That Convert

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

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Deploy DeepSeek-R1 distilled Llama models with Amazon Bedrock Custom Model Import

AWS Machine Learning

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.

APIs 116