TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. A well-structured call script should not only guide agents through the conversation but also allow for personalized engagement that enhances customer satisfaction.

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Scripts Best practices Personalization First call resolution 62

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact.

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SaaS Gamification B2B Metrics 52

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition. In a tight labor market, both your business and its customers cannot afford to lose agents.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Momentum Telecom

MARCH 7, 2025

When business-critical applications depend on consistent performance and minimal downtime, even a small disruption can have a major impact on revenue, user experience, or compliance. If reliability, guaranteed bandwidth, and robust security are top priorities, Azure ExpressRoute may be the right solution for you. By offering a dedicated private link to Microsoft Azure that bypasses the public internet, ExpressRoute delivers predictable throughput, lower latency, and fewer security worries.

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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

PeopleMetrics

MARCH 7, 2025

At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.

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APIs Surveys CRM Feedback 62

Inbenta

MARCH 7, 2025

Integrating AI Agents into customer service offers both opportunities and challenges. Businesses can balance innovation with risk management by setting clear boundaries for their AI systems, enhancing the customer experience without compromising quality or compliance. Here’s a simple truth: Giving AI systems too much freedom can be a double-edged sword.

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Finance Healthcare Management Customer Service 59

AWS Machine Learning

MARCH 7, 2025

This post is co-authored with Sundeep Sardana, Malolan Raman, Joseph Lam, Maitri Shah and Vaibhav Singh from Verisk. Verisk (Nasdaq: VRSK) is a leading strategic data analytics and technology partner to the global insurance industry, empowering clients to strengthen operating efficiency, improve underwriting and claims outcomes, combat fraud, and make informed decisions about global risks.

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Inbenta

MARCH 7, 2025

Businesses are in a paradigm shift where data drives innovation. Merlin Bise, Inbenta CTA, emphasizes that quality data leads to breakthroughs, while poor data management risks AI model failures. Successful digital transformation requires robust data and seamless online-offline integration to meet customer expectations and harness AI’s power for business growth.

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Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do. Yet, in a recent Salesforce survey , only 20% of service professionals said that their organizations excelled at forecasting demand.

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Contact Center industry standards Call Center Average Handle Time 52

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

CSM Magazine

MARCH 7, 2025

Google Classroom has become an essential tool for educators, students, and even businesses aiming to streamline collaboration, improve productivity, and manage assignments seamlessly. Need to get your classroom online? Want to ace your classes? Or maybe you’re just looking for a better way to manage projects at work? This guide shows you everything you need to know about Google Classroom.

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Education Best practices Feedback Accountability 52

Inbenta

MARCH 7, 2025

Alibaba plans to invest US$53 billion in AI infrastructure over the next three years, making it the largest private computing project of its kind. This investment, which exceeds Alibaba’s total AI spending in the past decade, is more than half of the US’s planned $100 billion Stargate project. The move underscores Alibaba’s focus on AI-driven growth and its position as a leading global cloud provider.

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CSM Magazine

MARCH 7, 2025

Creating a Gmail account is one of the first steps to accessing Googles suite of services, from Google Drive to Google Docs. Whether you need the account for personal use, work, or school, the process is quick and straightforward. Making a Gmail account is a snap. I’ll show you exactly how to do it, step by step. You’ll be surprised how quickly you can set one up and start sending and receiving emails.

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Accountability Personalization Management 52

Inbenta

MARCH 7, 2025

A new Nature study explores how artificial intelligence is transforming infectious disease modeling and prediction. Researchers found that AI-driven approaches can significantly improve outbreak forecasting and pathogen analysis. However, the study emphasizes that continued success depends on increased data transparency and reduced training costs. AI models have shown potential to accelerate epidemiological insights, support public health decision-making, and enhance genomic analysis of pathogen

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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

CSM Magazine

MARCH 7, 2025

Cryptocurrency trading can be a highly rewarding venture, but it is also time-consuming and emotionally taxing. The volatile nature of the crypto market makes it especially difficult for traders to consistently make profitable decisions without sophisticated tools. This is where automated crypto trading bots come into play. These bots use algorithms to execute trades on behalf of traders, allowing them to take advantage of market opportunities even when they’re not actively monitoring the

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APIs Accountability Marketing Management 52

Inbenta

MARCH 7, 2025

SnapLogic’s recent report “AI Agents: The Final Frontier of the Enterprise” reveals that 84% of IT leaders trust AI agents equally or more than humans. The study, which surveyed over 1,000 IT decision-makers across four countries, shows high confidence in AI agents’ ability to deliver business outcomes. Despite widespread interest, only 50% of organizations are currently using or planning to implement AI agents due to concerns about data security and integration challenge

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CSM Magazine

MARCH 7, 2025

In this article, you will learn why Aviator became popular and why it has so many clones and game design followers. If youve spent any time in the world of online gambling, youve probably noticed the sheer number of Aviator-style games popping up everywhere. It feels like every online casino has its own version of this crash-style game, each with slight tweaks but the same basic formula: place your bet, watch the plane (or spaceship, rocket, or car) ascend, and cash out before it crashes.

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Advertising Entertainment Marketing Government 52

Inbenta

MARCH 7, 2025

Over 20% of businesses are now spending between $50,000 and $100,000 annually on AI, with 9% investing over $500,000. It represents a rapid growth in AI adoption and expenditure compared to previous years, highlighting both the benefits and risks associated with this trend. Most businesses report satisfaction with their AI investments, citing high returns.

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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!

Marketing

CSM Magazine

MARCH 7, 2025

Excellence in customer service design is more important than ever in todays competitive landscape, where customer experience can make or break a brand. The A’ Sales, Contact Center, and Customer Service Design Award has positioned itself as a global benchmark for recognizing and celebrating innovation in this field. For the 2024-2025 award period, theyve unveiled an exciting and comprehensive prize package, offering a unique blend of recognition, professional growth opportunities, and indu

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Inbenta

MARCH 7, 2025

Amazon has announced Alexa+, a new AI-powered virtual assistant that promises enhanced conversational abilities and expanded capabilities. According to Amazon’s SVP of Devices & Services Panos Panay, Alexa+ leverages generative AI to offer more natural interactions, deeper personalization, and improved task completion across various services and devices.

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Personalization Management 40

CSM Magazine

MARCH 7, 2025

Telkomsel and Tencent Cloud have signed a strategic partnership at the Mobile World Congress 2025 in Barcelona focusing on AI and cloud-based solutions. Telkomsel will utilize AI solutions like AI Generated Content, AI Translation, and eKYC solutions, including Palm Verification, to enhance customer experiences. Tencent Cloud will assist Telkomsel in cloud cost optimization, supporting public and hybrid cloud collaborations.

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Technology B2C B2B Enterprise 52

Inbenta

MARCH 7, 2025

New research reveals that 58% of businesses are adopting AI due to competitive pressure. The “Impact of Technology on the Workplace” report surveyed over 1,000 executives and found that most companies fear being left behind if they don’t invest in AI. Other motivators include pressure from investors (41%) and stakeholders (30%). Currently, AI is mainly used for written tasks, data analysis, and customer support.

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Surveys Customer Support Technology 40

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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.

Cloud contact

CSM Magazine

MARCH 7, 2025

The fast-food giant McDonalds aims to raise the bar for efficiency and customer service by rolling out AI technologies across all 43,000 global locations. With ambitious goals to improve speed, accuracy, and convenience, McDonald’s AI initiative could revolutionize the way fast food is delivered. Why is McDonald’s Turning to AI? Customer experience and operational efficiency have always been at the heart of McDonalds success.

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Wait times Technology Marketing Management 52

Inbenta

MARCH 7, 2025

Anthropic has employed the classic Game Boy game Pokmon Red to test its latest AI model, Claude 3.7 Sonnet. Unlike its predecessor, Claude 3.0 Sonnet, which struggled to leave the starting area, the updated model successfully battled three gym leaders, demonstrating impressive progress. Equipped with basic memory, screen pixel input, and function calls, Claude 3.7 Sonnet leveraged extended thinking to perform 35,000 actions and achieve significant milestones.

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CSM Magazine

MARCH 7, 2025

Liveops, a leading provider of outsourced customer service solutions, has been awarded two Gold Stevie Awards in the 19th Annual Stevie Awards for Sales & Customer Service. The awards were received for Customer Service Training or Coaching Program of the Year and Best Customer Satisfaction Strategy , recognizing Liveops’ commitment to exceptional customer experiences through innovative programs and strategies.

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Sales First call resolution Customer Service industry standards 52

Inbenta

MARCH 7, 2025

Researchers from the University of Liverpool and the Research Institute for Diagnostic Accuracy, Netherlands, have demonstrated that artificial intelligence can significantly improve lung cancer screening efficiency. The study, published in the European Journal of Cancer, shows AI can accurately rule out negative low-dose CT scans, potentially reducing radiologists’ workload by up to 79%.

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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.

Contact Center

CSM Magazine

MARCH 7, 2025

Despite the buzz surrounding artificial intelligence in customer experience (CX), most organisations are still finding their feet and unsure where to turn for guidance, according to insights from Sabio Group’s AI Community Day. The event, held at Sabio’s London headquarters on Wednesday, 5th March, brought together industry leaders and practitioners to address the real-world challenges of implementing AI within contact centres and CX operations.

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Technology Customer Experience Management Customer Service 52

Inbenta

MARCH 7, 2025

Alibaba Group’s shares surged over 8% after unveiling a new AI reasoning model called QwQ-32B. The model, comparable to DeepSeek’s R1 despite having fewer parameters, showcases capabilities in mathematical reasoning, coding, and problem-solving. This development aligns with China’s increased support for AI industries. Alibaba’s AI unit announced the model is accessible via its Qwen Chat service.

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C3Centricity

MARCH 7, 2025

After three decades navigating corporate leadership from London’s trading floors to Swiss boardrooms, I’ve discovered why breaking the glass ceiling isn’t enough for smart women (or men)! If you prefer to listen rather than read: The Numbers Tell Only Half the Story Recent statistics show 10.4% of Fortune 500 CEOs are now women a record high in 2024.

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