Callminer
MARCH 10, 2025
Our latest blog explores the importance of real-time agent guidance and its role in delivering exceptional customer service experiences in modern contact centers.
SQM Group
MARCH 13, 2025
In this blog, we'll explore the top 12 KPIs every call center should track and offer actionable tips for improving them.
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ShepHyken
MARCH 11, 2025
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
CCNG
MARCH 12, 2025
In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. The last thing they want is for your agent to be scrolling through a never-ending document or searching through 10 articles to find the right answer or walking through a 20 page process to complete a customer interaction.
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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.
TechSee
MARCH 11, 2025
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 10, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
TeleDirect
MARCH 9, 2025
Why PCI Compliance Matters for Call Centers Handling Payments Why PCI Compliance Matters for Call Centers Handling Payments is a crucial topic for businesses that manage customer transactions. In an era where data security breaches are becoming more prevalent, ensuring compliance with Payment Card Industry Data Security Standard (PCI DSS) is essential.
PeopleMetrics
MARCH 11, 2025
A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.
AWS Machine Learning
MARCH 11, 2025
Based on original post by Dr. Hemant Joshi, CTO, FloTorch.ai A recent evaluation conducted by FloTorch compared the performance of Amazon Nova models with OpenAIs GPT-4o. Amazon Nova is a new generation of state-of-the-art foundation models (FMs) that deliver frontier intelligence and industry-leading price-performance. The Amazon Nova family of models includes Amazon Nova Micro, Amazon Nova Lite, and Amazon Nova Pro, which support text, image, and video inputs while generating text-based output
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.
CX Accelerator
MARCH 14, 2025
With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!
TeleDirect
MARCH 9, 2025
How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Long hold times can frustrate customers, leading to lower satisfaction scores and even loss of business.
BlueOcean
MARCH 11, 2025
Are you one of the 85% of customer service leaders planning to explore conversational AI solutions in the next year? Maybe youre all too familiar with the way your contact center seems to be a black hole of data. Or perhaps you can sense that your customers are looking for more when they come calling. Either way, conversation intelligence technology is in the spotlight as an attractive solution to driving a more powerful customer experience.
AWS Machine Learning
MARCH 14, 2025
Organizations building and deploying AI applications, particularly those using large language models (LLMs) with Retrieval Augmented Generation (RAG) systems, face a significant challenge: how to evaluate AI outputs effectively throughout the application lifecycle. As these AI technologies become more sophisticated and widely adopted, maintaining consistent quality and performance becomes increasingly complex.
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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.
DMG Consulting
MARCH 13, 2025
What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL
TeleDirect
MARCH 13, 2025
What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions What Are Call Center Services? A Comprehensive Guide to Customer Support Solutions provides an in-depth look at how call centers function, the services they offer, and how businesses can benefit from outsourcing these services. Call centers are essential for managing customer interactions, providing technical support, and enhancing customer satisfaction.
Interaction Metrics
MARCH 13, 2025
Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.
AWS Machine Learning
MARCH 11, 2025
DeepSeek-R1 is a large language model (LLM) developed by DeepSeek AI that uses reinforcement learning to enhance reasoning capabilities through a multi-stage training process from a DeepSeek-V3-Base foundation. A key distinguishing feature is its reinforcement learning step, which was used to refine the models responses beyond the standard pre-training and fine-tuning process.
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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.
Outsource Consultants
MARCH 14, 2025
In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like. Here’s your conversational, practical guide to what’s shaping healthcare CX today.
TeleDirect
MARCH 13, 2025
Best Practices for Training Call Center Agents for Exceptional Customer Service Best Practices for Training Call Center Agents for Exceptional Customer Service play a crucial role in ensuring customer satisfaction, boosting efficiency, and maintaining a positive brand reputation. Call centers serve as the frontline of customer interactions, making proper training essential to handling inquiries, resolving issues, and delivering a seamless experience.
Global Response
MARCH 12, 2025
Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Youre in luck! In this article, well explore what contact center analytics are and cover some of the best practices for using contact center analytics to improve business performance and strengthen customer relationships.
VirtualPBX
MARCH 12, 2025
Good afternoon. We’re sitting down today with VirtualPBX Chief Technology Officer Daniel Ruiz to ask him a few questions about how VPN for VoIP works. We’ve encountered a few new customers recently who left their previous provider because that provider was no longer offering the ability to use VPN. Many businesses have legitimate reasons for using VPNs to protect their environments, and losing that option can be a huge dealbreaker for them.
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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.
Integrity Solutions
MARCH 11, 2025
Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe
TeleDirect
MARCH 14, 2025
5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important. A lack of proper time zone management can lead to delays, missed opportunities, and customer dissatisfaction.
CSM Magazine
MARCH 12, 2025
In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. Peter Gillett, CEO of Marketpoint Recall, provides insight. Its impossible to tell quite how many returns have happened in the first two months of 2025 but a scan of the news will tell you there have been many. Indeed, it was reported recently that in 2024, the United States experienced 3,232 product recalls across five key industries, marking the second-highest annual total
Calabrio
MARCH 11, 2025
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.
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!
SoliCall
MARCH 11, 2025
In today’s digital age, data is often referred to as the new currency. From the photos we share on social media to the conversations we have with call centers, personal data is constantly being collected, stored, and analyzed. But who owns all of this data? The short answer is complicatedit often depends on where and how the data is shared. Understanding who owns your data is crucial because it affects your privacy, your rights, and how your information is used by others.
TeleDirect
MARCH 14, 2025
Call Center Best Practices for Superior CX Call Center Best Practices for Superior CX is essential for businesses aiming to enhance customer experience (CX) and build lasting relationships. In today’s highly competitive marketplace, delivering excellent customer service is more than just a necessityits a strategic advantage that can differentiate a company from its competitors.
CSM Magazine
MARCH 10, 2025
When businesses think about brand identity, they often focus on visual elements – logos, colour palettes, typography, and photography. While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty.
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