CSM Magazine
FEBRUARY 24, 2025
Long wait times frustrate customers, to the point that they feel that long hold times are the most annoying part of customer service. Companies may lose their clientele if support systems don’t meet their needs or expectations. Call centers which use AI technology tackle these problems head-on, reducing wait times and improving first-call resolution.
ROI CX Solutions
FEBRUARY 25, 2025
Read Time: 7 Minutes Table of contents Managing a call center can be challenging, but workforce management software (WFM) simplifies the process. WFM is a game-changer for businesses wanting to optimize their operations. From managing schedules to improving employee engagement, WFM helps call centers run smoothly by making sure the right people are in the right place at the right time.
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Outsource Consultants
FEBRUARY 25, 2025
Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. Are you leveraging call centers to turn support into a revenue engine? At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. These services go beyond traditional support, offering personalized interactions and leveraging advanced technologies to enhance the online shopping experience.
NobelBiz
FEBRUARY 25, 2025
Running a call center today isnt just about answering callsits about delivering fast, efficient service while keeping costs in check and staying compliant with regulations. Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Real-Time Insights & Monitoring: AI detects issues instantly, ensuring compliance and better agent performance.
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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.
Vistio
FEBRUARY 24, 2025
Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions. So, how can you ensure that your feedback truly sticks and leads to lasting improvement?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
FEBRUARY 28, 2025
This post was written by Claudiu Bota, Oleg Yurchenko, and Vladyslav Melnyk of AWS Partner Automat-it. As organizations adopt AI and machine learning (ML), theyre using these technologies to improve processes and enhance products. AI use cases include video analytics, market predictions, fraud detection, and natural language processing, all relying on models that analyze data efficiently.
Calabrio
FEBRUARY 24, 2025
Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! This is no ordinary recognitionless than 1% of companies earn a spot on this list, and its all thanks to the incredible feedback and support from our customers Why This Award Matters G2 is the world’s largest and most trusted software marketplace.
Outsource Consultants
FEBRUARY 24, 2025
Nearshore outsourcing has become a game-changer for businesses seeking cost-effective solutions without compromising quality. At Outsource Consultants, we’ve witnessed a surge in interest for Tijuana nearshore call centers. This Mexican border city offers a unique blend of geographic proximity, cultural alignment, and economic advantages that address many common outsourcing challenges.
Callminer
FEBRUARY 25, 2025
Potential CFPB defunding could reshape consumer protection in the US. This blog explores what could change, potential impacts, and considerations to ensure consumer trust and protection.
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.
AWS Machine Learning
FEBRUARY 28, 2025
AWS DeepRacer League 2024 Championship finalists at re:Invent 2024 The AWS DeepRacer League is the worlds first global autonomous racing league powered by machine learning (ML). Over the past 6 years, a diverse community of over 560,000 builders from more than 150 countries worldwide have participated in the League to learn ML fundamentals hands-on through the fun of friendly autonomous racing.
Lumoa
FEBRUARY 27, 2025
Lumoa Product News for February 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Changing where + buttons live in the UI Starting on March 3rd, we are going to be changing where certain buttons are placed in the UI.
PeopleMetrics
FEBRUARY 25, 2025
When it comes to customer experience, most businesses focus on what happens after someone becomes a customer. But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The sales process itself is a critical touchpoint that sets expectations, builds trust, and determines whether a prospect will ultimately become a customeror walk away.
Calabrio
FEBRUARY 26, 2025
Customer Experience The Link Between Customer Satisfaction and Employee Retention Share How Happy Employees Create Loyal Customers and Drive Business Success The contact center industry is plagued by high attrition rates, averaging around 32% and reaching as high as 60%. This revolving door of employees isnt just expensiveit disrupts team dynamics, increases hiring and training costs, and negatively impacts customer service quality.
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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.
AWS Machine Learning
FEBRUARY 25, 2025
This blog post is co-written with Gene Arnold from Alation. To build a generative AI -based conversational application integrated with relevant data sources, an enterprise needs to invest time, money, and people. First, you would need build connectors to the data sources. Next you need to index this data to make it available for a Retrieval Augmented Generation (RAG) approach where relevant passages are delivered with high accuracy to a large language model (LLM).
Lumoa
FEBRUARY 27, 2025
Lumoa Product News for January 2025 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Better translations and Topic logic is now available! You can now request to have our new Translation Engine and our new Topic Modeling AI.
CSM Magazine
FEBRUARY 28, 2025
Financial fraud is on the rise, impacting organizations across the globe and costing billions of dollars each year. From cybercriminals breaching payment systems to internal bad actors manipulating data for personal gain, the array of threats facing financial institutions has become both widespread and increasingly sophisticated. Beyond the immediate financial losses, fraud also inflicts serious reputational damageundermining customer trust and incurring the scrutiny of regulators.
PeopleMetrics
FEBRUARY 27, 2025
So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Congratulations! This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. The natural instinct? Go big. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.
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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
FEBRUARY 25, 2025
This post is co-written with Xavier Vizcaino, Diego Martn Montoro, and Jordi Snchez Ferrer from Applus+ Idiada. In 2021, Applus+ IDIADA , a global partner to the automotive industry with over 30 years of experience supporting customers in product development activities through design, engineering, testing, and homologation services, established the Digital Solutions department.
Calabrio
FEBRUARY 28, 2025
Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights. What is voice analytics?
CSM Magazine
FEBRUARY 24, 2025
With the current digital environment, safeguarding customer information is paramount for service teams. Companies process enormous volumes of sensitive data daily, ranging from personal information to payment details. One breach can lead to substantial monetary losses, legal action, and eroded trust. Cyberthieves continually change their strategies, attacking customer service teams through phishing attacks, social engineering, and data theft.
Vistio
FEBRUARY 27, 2025
Implementing a “crawl, walk, run” approach with ServiceSim allows clients to gradually enhance their call simulations, starting with fundamental scenarios and progressively increasing complexity until the simulations closely mirror real-life interactions. This structured learning method is rooted in cognitive and motor skill development theories, reinforcing gradual skill acquisition for long-term retention and proficiency.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
AWS Machine Learning
FEBRUARY 24, 2025
Today, were excited to announce that Mistral-Small-24B-Instruct-2501a twenty-four billion parameter large language model (LLM) from Mistral AI thats optimized for low latency text generation tasksis available for customers through Amazon SageMaker JumpStart and Amazon Bedrock Marketplace. Amazon Bedrock Marketplace is a new capability in Amazon Bedrock that developers can use to discover, test, and use over 100 popular, emerging, and specialized foundation models (FMs) alongside the current sele
Calabrio
FEBRUARY 27, 2025
Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. For many leaders, it might often feel like a high-wire act. Between navigating changes in customer expectations, keeping up with rapid advances in technology, managing agent engagement and retention (and much more), sustaining a productive contact center in 2025 is a dynamic balancing act.
CSM Magazine
FEBRUARY 24, 2025
As blockchain technology evolves, decentralization has become a fundamental principle in many cryptocurrency projects. One of the key mechanisms enabling decentralized governance is the use of governance tokens. These tokens provide holders with voting rights and decision-making power, allowing them to influence the development and future direction of decentralized finance (DeFi) platforms, DAOs (Decentralized Autonomous Organizations), and blockchain protocols.
Real Blue Sky
FEBRUARY 24, 2025
This is the final installment of my series on emotional agility. In Part 1, I shared a personal experience at a well-known hotel brand—a negative customer service interaction that left a lasting impression, and not the good kind. That story underscored the critical role emotional agility plays in shaping customer perceptions.
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!
AWS Machine Learning
FEBRUARY 27, 2025
Having spent the last years studying the art of AWS DeepRacer in the physical world, the author went to AWS re:Invent 2024. How did it go? In AWS DeepRacer: How to master physical racing? , I wrote in detail about some aspects relevant to racing AWS DeepRacer in the physical world. We looked at the differences between the virtual and the physical world and how we could adapt the simulator and the training approach to overcome the differences.
Blueship Call Center
FEBRUARY 24, 2025
In today’s fast-paced digital world, customers expect quick and efficient responses to their queries. Delayed responses can lead to dissatisfaction and potential loss of customers. Businesses must ensure that their customer support system is robust and capable of handling inquiries promptly. This is where Email Support Services in India play a crucial role.
CSM Magazine
FEBRUARY 25, 2025
The NFT (Non-Fungible Token) market has grown into a multi-billion-dollar industry, transforming digital ownership and redefining how assets are traded. NFTs represent unique digital assets stored on the blockchain, ensuring authenticity and scarcity. From digital art and collectibles to real estate and gaming items, NFTs have disrupted multiple industries, attracting investors, creators, and traders.
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