ShepHyken

FEBRUARY 4, 2025

I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

Feedback 236

Feedback Government Customer Service Customer Experience 236

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction. This software helps automate tasks, centralize data, and optimize communication, allowing businesses to resolve issues faster, personalize customer interactions, and reduce costs.

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Customer Support Chatbots Multi-channel support CRM 52

Avoxi

FEBRUARY 4, 2025

The 12 Best Call Center Tools for 2025, Ranked & Compared The 12 Best Call Center Tools for 2025, Ranked & Compared Running a call center today requires more than just answering phones. It also includes delivering seamless customer experiences, managing fluctuating call volumes, and integrating with the right business systems to keep everything running… The post The 12 Best Call Center Tools for 2025, Ranked & Compared appeared first on AVOXI.

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Call Center Customer Experience Management Contact Center 62

Help Scout

FEBRUARY 4, 2025

2025 marks 14 years in business for Help Scout, and we recently made the most radical decision in our history: Help Scout no longer charges per seat.

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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

Avoxi

FEBRUARY 4, 2025

The 12 Best Call Center Tools for 2025, Ranked & Compared The 12 Best Call Center Tools for 2025, Ranked & Compared Running a call center today requires more than just answering phones. It also includes delivering seamless customer experiences, managing fluctuating call volumes, and integrating with the right business systems to keep everything running… The post The 12 Best Call Center Tools for 2025, Ranked & Compared appeared first on AVOXI.

Call Center 62

Call Center Customer Experience Management Contact Center 62

Avoxi

FEBRUARY 4, 2025

The 12 Best Call Center Tools for 2025, Ranked & Compared The 12 Best Call Center Tools for 2025, Ranked & Compared Running a call center today requires more than just answering phones. It also includes delivering seamless customer experiences, managing fluctuating call volumes, and integrating with the right business systems to keep everything running… The post The 12 Best Call Center Tools for 2025, Ranked & Compared appeared first on AVOXI.

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Call Center Customer Experience Management Contact Center 62

Concentrix

FEBRUARY 4, 2025

Explore the unique strengths and use cases of NLP methods and generative AI, and how they can work together as you evolve your AI strategy.

Enterprise 48

Enterprise Analytics 48

VirtualPBX

FEBRUARY 4, 2025

In a fast-paced call center environment, tracking the outcome of every call is crucial. Whether youre in healthcare, sales, customer service, debt collection, or technology support, Call Disposition Codes help you categorize and analyze interactions efficiently. By standardizing these codes, organizations can quickly identify trends, measure performance, and implement targeted improvements.

Healthcare 40

Healthcare Agent Empowerment Technical Support CRM 40

Concentrix

FEBRUARY 4, 2025

Discover the secrets behind successful AI apps for business, from security and scalability to personalization and advanced ML, to drive growth and efficiency.

Personalization 48

Personalization Engineering 48

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

AWS Machine Learning

FEBRUARY 4, 2025

The post showcases how generative AI can be used to logic, reason, and orchestrate integrations using a fictitious business process. It demonstrates strategies and techniques for orchestrating Amazon Bedrock agents and action groups to seamlessly integrate generative AI with existing business systems, enabling efficient data access and unlocking the full potential of generative AI.

Technology 69

Technology 69

CSM Magazine

FEBRUARY 4, 2025

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading.

Customer Service 64

Customer Service Multi-channel support Chatbots Self service 64

Calabrio

FEBRUARY 4, 2025

Analytics Building a culture of growth: Why contact center agent training and coaching matter Share The world of contact centers has transformed dramatically over the years. Once perceived as high-turnover, low-growth workplaces, todays contact centers are embracing a paradigm shift. Today there is a greater appreciation than ever for the need for human agents to take care of customers more complicated and emotive queries.

Coaching 52

Coaching Contact Center Morale Quality management 52

Certified Languages International

FEBRUARY 4, 2025

In 2023, the U.S. Census Bureau revealed a staggering statistic: An estimated 6871 million people in the U.S. communicate in a language other than English at home, representing around 23% of households. This linguistic diversity reflects the rich tapestry of communities across the U.S., but it also presents significant challenges, particularly in healthcare.

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Healthcare Education Morale Accountability 52

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Contact Center

CSM Magazine

FEBRUARY 4, 2025

Managing your money effectively is a key part of long-term success. When your cash flow is disorganized, its easy to lose track of your goals, miss important deadlines, and make costly mistakes. To prevent this, creating a streamlined financial plan is essential. One area that often gets overlooked is savings, and digital solutions have made it easier to keep this aspect organized.

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Finance Accountability Management 52

NobelBiz

FEBRUARY 4, 2025

For years, lead generation businesses relied on a shared consent model , where consumers filling out a form could be contacted by multiple companies competing for their business. However, the FCC s proposed 1:1 consent rule aimed to restrict this practice , requiring individual consent for each business before outreach. Key Takeaways FCC Ruling & Compliance: The Eleventh Circuit vacated the FCCs 1:1 consent rule, keeping shared consent.

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Contact Center Consulting Consulting contact center solutions 52

TMP Direct

FEBRUARY 4, 2025

In todays fast-paced business world, customer care is critical, but businesses face the challenge of scaling operations without drastically increasing costs. The solution? Automation. As Bret Butterfield, EVP at TMP Direct with over four decades of experience, says, “Automation in customer care is not just about efficiency – its about creating an experience that scales with your customers’ needs.” With on-demand services and real-time responses, customers expect fast, per

Customer Care 52

Customer Care Chatbots Service level Personalization 52

CSM Magazine

FEBRUARY 4, 2025

When healthcare professionals take the time to really talk to their patients, the benefits are undeniable. Better care, stronger bonds, and happier patients are just the start. However, achieving this level of communication requires specific training and continuous effort. Here are five impactful ways to train healthcare staff to ensure better patient communication while enhancing the overall patient experience. 1.

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Healthcare Construction Feedback Coaching 52

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Marketing

PeopleMetrics

FEBRUARY 4, 2025

When I first wrote Listen or Die , I outlined how organizations typically fall into one of three VoC phases: Building, Growth, or Optimization. No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. That hasnt changed. But what has changed is how AI is starting to reshape VoC, especially in the later phases, making it easier to scale, analyze customer feedback, and identify actions t

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Feedback Surveys Analytics Wait times 62

CSM Magazine

FEBRUARY 4, 2025

Serviced offices have rapidly become the go-to solution for businesses looking to scale efficiently. They provide ready-to-use workspaces, complete with amenities and flexible lease terms. But theres one often-overlooked factor that makes serviced offices a powerful asset for growthoutstanding customer service. With 80% of customers saying that a company’s service is as important as its products, customer service is something that today’s businesses cannot afford to ignore.

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Customer Service Customer centricity Management Customer Support 52