Balto
MARCH 3, 2025
Call center automation is transforming customer service operations across industries, shifting from traditional human-only models to a hybrid approach that blends technology with human expertise. Modern contact centers that implement strategic automation see a 25-35% reduction in operational costs while maintaining or improving customer satisfaction scores.
SQM Group
MARCH 6, 2025
Let's explore LLMs, how they work, and why theyre changing the call center industry.
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CSM Magazine
MARCH 3, 2025
A cloud contact center is the basis of modern-day customer service operations. It enables efficient handling of customer communication. Companies are counting on the cloud contact center flexibility for enhanced communication, making it easy for customers to contact the company in several different ways. With the cloud platform, companies can utilize resources effectively, avoid expenses, and keep customers happy.
Calabrio
MARCH 4, 2025
Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. This proliferation has fundamentally reshaped how we interact, not just in our personal lives, but also in the world of business and service.
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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.
Calabrio
MARCH 5, 2025
Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities.
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
MARCH 6, 2025
Agents are revolutionizing the landscape of generative AI , serving as the bridge between large language models (LLMs) and real-world applications. These intelligent, autonomous systems are poised to become the cornerstone of AI adoption across industries, heralding a new era of human-AI collaboration and problem-solving. By using the power of LLMs and combining them with specialized tools and APIs, agents can tackle complex, multistep tasks that were previously beyond the reach of traditional A
Momentum Telecom
MARCH 4, 2025
Microsoft has officially confirmed that consumer Skype (the version many people use at home for personal calls and messaging) will shut down on May 5, 2025. However, Skype for Business , which is a separate product, follows a different schedule: Skype for Business Online already reached end-of-life on July 31, 2021. Skype for Business Server 2019 and Server 2015 remain supported until October 14, 2025 (under extended support).
Callminer
MARCH 5, 2025
AI-powered contact center software isnt new, most contact centers use AI to automate tasks and help customers. Read our blog to understand AI applications today and what to look for in a solution.
ShepHyken
MARCH 4, 2025
How would you like to know what made a customer angry or sad, leading them to leave a negative review? You might say, Ill just ask them, and thats a great answer. Direct feedback is a gift. But maybe theres another way. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.
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
MARCH 6, 2025
In the rapidly evolving landscape of artificial intelligence, Retrieval Augmented Generation (RAG) has emerged as a game-changer, revolutionizing how Foundation Models (FMs) interact with organization-specific data. As businesses increasingly rely on AI-powered solutions, the need for accurate, context-aware, and tailored responses has never been more critical.
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.
Callminer
MARCH 3, 2025
Knowing how to create CSAT surveys that customers want to respond to is important, but knowing how to uncover insights and intelligence from those surveys is equally important. Read more in our blog.
ShepHyken
MARCH 3, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How do you get zero customer complaints? What benefits do businesses gain by proactively eliminating customer complaints? What is the cost of customer dissatisfaction? Why is it important for company executives to engage directly with the customers?
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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
MARCH 3, 2025
Today, we are excited to announce that Pixtral 12B (pixtral-12b-2409), a state-of-the-art 12 billion parameter vision language model (VLM) from Mistral AI that excels in both text-only and multimodal tasks, is available for customers through Amazon Bedrock Marketplace. Amazon Bedrock Marketplace is a new capability in Amazon Bedrock that enables developers to discover, test, and use over 100 popular, emerging, and specialized foundation models (FMs) alongside the current selection of industry-le
CSM Magazine
MARCH 6, 2025
Lots of online businesses use Shopifyand for good reason! It’s a really popular platform. It’s easy to use, reliable, and can grow with you. But having a Shopify store is only part of the equation. Customer experience (CX) is everything. A well-designed Shopify store makes shopping a breeze, leading to loyal customers and a booming business.
PeopleMetrics
MARCH 4, 2025
If you are a CX or market research professional, your VoC programs successand likely your jobdepends on the health of your transactional surveys. So, you have mapped your touchpoints, conducted a relationship survey, piloted your transactional survey, and trained your key users. Now, the next big question is: are your surveys working? Even if youve got beautifully crafted questions, a low response rate or a confusing survey can derail everything.
Maru Group
MARCH 3, 2025
At the start of 2025, UK consumers are focused on the creation of sustainable environments that allow them to thrive. Contrary to the hype of new year resolutions, the first few months of the year arent about dramatic transformation or high-pressure attainment: its about prioritising nurturing and taking incremental steps towards stability. But how does this quest for nurture translate to consumer behaviour - and what role can ready but play in meeting this need?
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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
MARCH 4, 2025
Building cloud infrastructure based on proven best practices promotes security, reliability and cost efficiency. To achieve these goals, the AWS Well-Architected Framework provides comprehensive guidance for building and improving cloud architectures. As systems scale, conducting thorough AWS Well-Architected Framework Reviews (WAFRs) becomes even more crucial, offering deeper insights and strategic value to help organizations optimize their growing cloud environments.
CSM Magazine
MARCH 3, 2025
If you’re looking to ace your words per minute (WPM) typing test, understanding keyboard shortcuts can give you the edge you need. Whether you’re preparing for an online typing test or aiming to become a more efficient typist overall, shortcuts are a game-changer. Learning and mastering these key combinations not only boosts your typing speed but also significantly improves your accuracy by minimizing unnecessary keystrokes.
BlueOcean
MARCH 3, 2025
If your company is preparing for the fiscal year, you likely have a stream of questions flowing through your mind: Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes
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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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
MARCH 4, 2025
Amazon Bedrock Knowledge Bases offers a fully managed Retrieval Augmented Generation (RAG) feature that connects large language models (LLMs) to internal data sources. Its a cost-effective approach to improving LLM output so it remains relevant, accurate, and useful in various contexts. It also provides developers with greater control over the LLMs outputs, including the ability to include citations and manage sensitive information.
CSM Magazine
MARCH 3, 2025
Companies providing top-notch customer service are finding that self-service portals make all the difference. These portals, as part of modern help desk software, enable customers to independently resolve common issues, access important information, or reach support at their own pace. This article explains how they work for both sides of the equationthe business and the customer.
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.
Blueship Call Center
MARCH 3, 2025
Choosing the right type of phone number for your business is a critical decision that can impact customer engagement, brand perception, and operational efficiency. Businesses often have two primary options: toll-free numbers and local numbers. Each has its own benefits, and understanding their differences can help you determine the best choice for your organization.
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
MARCH 3, 2025
Recent advances in generative AI have led to the proliferation of new generation of conversational AI assistants powered by foundation models (FMs). These latency-sensitive applications enable real-time text and voice interactions, responding naturally to human conversations. Their applications span a variety of sectors, including customer service, healthcare, education, personal and business productivity, and many others.
CSM Magazine
MARCH 3, 2025
Whether you are managing multiple accounts, scraping data for market research, or simply trying to maintain your privacy online, choosing the right proxy service is crucial. With countless options available today, finding a reliable proxy service can feel overwhelming. One key area that will help you make this decision? Customer support. A proxy service may offer high-speed servers or premium locations, but if their customer service doesnt deliver, you may find yourself stuck when something goes
Calabrio
MARCH 5, 2025
Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Some might even say that CX is more important. And when research has found 86% of customers will pay a premium for better experiences, at least 1 in 3 will walk away from a brand they love after a single bad experience, and 70% think companies need to improve expe
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