Callminer
FEBRUARY 20, 2025
The CX landscape is evolving. Read this blog to learn how organizations can get more out of their CX investments, including how AI can improve the quality of customer feedback and insights.
Calabrio
FEBRUARY 20, 2025
Analytics Maximizing Chatbot Effectiveness: The Power of Analytics and Self-Service Share As businesses continue to adopt AI-driven chatbots for customer interactions, the challenge shifts from simply having a chatbot to ensuring it delivers real value. The key to unlocking this value lies in analytics – understanding how chatbots perform, where they struggle, and how they can improve.
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Interaction Metrics
FEBRUARY 20, 2025
Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data.
Upstream Works
FEBRUARY 20, 2025
Explore how on-premise and cloud contact centers are innovating with AI and why on-premise innovation is still at the forefront for some industries. The post 2025 CX Trends: AI Innovation for On-Premise & Cloud Contact Centers appeared first on upstreamworks.com.
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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.
AWS Machine Learning
FEBRUARY 20, 2025
Data is the lifeblood of modern applications, driving everything from application testing to machine learning (ML) model training and evaluation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
FEBRUARY 20, 2025
Manila’s talent pool is a goldmine for call centers, offering unique advantages that often go unnoticed. At Outsource Consultants, we’ve seen firsthand how businesses can benefit from tapping into the Philippines and Manila’s rich customer service resources. From high English proficiency to cost-effectiveness, Manila’s workforce brings a wealth of benefits to the table.
DMG Consulting
FEBRUARY 20, 2025
Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. In December 2024, DMG issued a worldwide survey through our network of media partners designed for enterprise, customer experience (CX), contact center, and IT executives.
Connect
FEBRUARY 20, 2025
Every contact centre operator running a legacy on-premises solution faces important decisions around their modernisation and cloud migration strategy, including Avaya customers. By Greg Jarvis , Head of Customer Success at Connect SA While Avaya’s on-premise contact centre platform delivers superior customer engagement while maintaining operational consistency, evolving customer requirements mean some companies require even greater capability or flexibility.
VirtualPBX
FEBRUARY 20, 2025
We are excited to announce that today marks the official launch of VirtualText, our innovative business text messaging service designed to enhance communication between businesses and their customers. VirtualText allows businesses to connect with their customers through an intuitive platform that supports appointment reminders, targeted campaigns, and much more.
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.
FluentStream
FEBRUARY 20, 2025
While post-call surveys offer tremendous value, its important to implement them thoughtfully to ensure they are effective. A poorly designed survey can lead to survey fatigue, lower completion rates, and inaccurate results. Here are some best practices to help you. Read More The post Best Practices for Designing and Implementing Effective Post-Call Surveys appeared first on FluentStream.
AWS Machine Learning
FEBRUARY 20, 2025
This post is co-written with Sajin Jacob, Jerry Chen, Siddarth Mohanram, Luis Barbier, Kristen Chenowith, and Michelle Stahl 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 more than 20 countries, Verisk helps build resilience for individuals, communities, and businesses.
PeopleMetrics
FEBRUARY 20, 2025
Touchpoint mapping has always been a critical step in building a great VoC program. It helps CX leaders identify the key interactions customers have with their company and prioritize where feedback is needed most. But as AI advances, the way we approach touchpoint mappingand what we can do with the datahas fundamentally changed. AI-Powered Touchpoint Mapping: A Smarter Approach Traditionally, touchpoint mapping has been a manual processCX and market research teams brainstorm, list out all custom
VirtualPBX
FEBRUARY 20, 2025
We are excited to announce that today marks the official launch of VirtualText, our innovative business text messaging service designed to enhance communication between businesses and their customers. VirtualText allows businesses to connect with their customers through an intuitive platform that supports appointment reminders, targeted campaigns, and much more.
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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.
CSM Magazine
FEBRUARY 20, 2025
Data breaches are among the gravest threats businesses face. While the consequences can be devastating for companies themselvesranging from financial losses to reputational damagetheir impact on customers can be even worse. For businesses that rely on customer trust, such as those in retail, e-commerce, and financial services, safeguarding customer data is not just a best practiceit’s a necessity.
Connect
FEBRUARY 20, 2025
Every contact centre operator running a legacy on-premises solution faces important decisions around their modernisation and cloud migration strategy, including Avaya customers. By Greg Jarvis , Head of Customer Success at Connect SA While Avaya’s on-premise contact centre platform delivers superior customer engagement while maintaining operational consistency, evolving customer requirements mean some companies require even greater capability or flexibility.
CSM Magazine
FEBRUARY 20, 2025
Work-life balance is a top priority these days. So, how can companies ensure their teams stay productive and committed? Enter flexible scheduling. Here, we’ll explore how allowing your team to control their hours doesnt just benefit employeesit can create a ripple effect of positivity across your entire organization. From boosting morale to enhancing productivity, heres why flexible scheduling might be the answer youve been searching for.
FluentStream
FEBRUARY 20, 2025
In todays competitive business environment, understanding and improving customer experience is vital. With more reliance on customer service to solve problems, provide information, and offer support, businesses must consistently assess how well their service team is performing. One of the. Read More The post Maximizing Customer Insights: The Benefits of Post-Call Surveys appeared first on FluentStream.
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!
CSM Magazine
FEBRUARY 20, 2025
Want to make your conference, corporate event, or workshop amazing? Speakers who really connect with the audience and offer practical advice for improving lives and businesses are the key. But how do you find the best speakers who truly resonate with your objectives? This guide and these examples will get you off to a great start. Why Leadership and Customer Service Speakers Matter Leadership shapes the culture of an organization, while excellent customer service ensures customer satisfaction an
24-7 InTouch
FEBRUARY 20, 2025
WINNIPEG, MB February 20, 2025 IntouchCX, a global leader in customer experience, trust and safety, back-office processing, and AI solutions, has been named one of Americas Dream Employers 2025 by Forbes and Statista Inc. , joining an exclusive list of global brands. As one of the few BPOs recognized, this achievement underscores our unique presence in the industry and reinforces the commitment to innovation particularly in AI-driven solutions that enhance customer and employee experience.
CSM Magazine
FEBRUARY 20, 2025
Approximately 8.7% of the U.S. population moves annually , which translates to nearly 30 million people! Picking the right movers is a big deal. Good customer service really matters. A reputable moving company will prioritize transparency, efficiency, and exceptional servicequalities that will give you peace of mind during your move. Before you sign on the dotted line with a moving company, ask ten key questions.
Cincom
FEBRUARY 20, 2025
Slow quotes, messy pricing, and chaotic sales processes are nightmares for many companies. Manufacturing, tech, and SaaS companies often face these struggles. Common challenges they face include: Handling large volumes of orders and complex pricing models. Maintaining uniform pricing and product offerings across sales reps to ensure consistency. Increasing customer demand for fast and accurate quotes, which overwhelm systems.
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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.
PeopleMetrics
FEBRUARY 20, 2025
When I wrote about omnichannel feedback collection in " Listen or Die ," I emphasized the importance of gathering customer feedback across all touchpoints consistently. Today, this principle remains crucial, but artificial intelligence has dramatically expanded both our capabilities and our customers' expectations. The Core Still Holds True The five main channels I identified websites, mobile apps, contact centers, in-location experiences, and field services are still the primary ways customer
Cincom
FEBRUARY 20, 2025
Whats slowing down your sales team? Your reps are chasing leads and engaging prospects, but they are not able to close deals on a positive note. The reason? Theyre stuck in inefficienciesspending hours on manual quotes, dealing with pricing inconsistencies, and waiting on approvals. According to the study, non-CPQ users take 73% more time to generate a quote than those using CPQ automation.
Cincom
FEBRUARY 20, 2025
PDF/UA is a universal accessibility standard that ensures PDFs are structured for easy navigation and compatibility with assistive technologies. Many PDFs lack proper tagging and logical reading order, making them inaccessible to users with disabilities. This article explores what PDF/UA is, why its essential for digital accessibility, and how it helps organizations improve compliance and usability.
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