Callminer
JANUARY 9, 2025
Contact centers are increasingly adopting AI-driven tools to assist with everything from data mining to gaining detailed CX insights. Read about how the technology is transforming operations here.
Callminer
JANUARY 7, 2025
Call center compliance is a must-have, not a nice-to-have. Read this blog for a checklist of the essential steps and best practices to ensure call center compliance in 2025 and beyond.
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TeleDirect
JANUARY 4, 2025
Never Miss a Call Again with 24/7 Support: The True Cost of a Missed Call In the modern business world, a missed call matters. Whether you’re a small business owner or part of a multinational corporation, ensuring that no call goes unanswered is critical to your success. Yet, countless businesses underestimate the true cost of a missed callin lost revenue, damaged reputation, and missed opportunities.
Brad Cleveland Blog
JANUARY 10, 2025
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. I have colleagues who are huge fans of eyewear retailer Warby Parker. Warby Parker is renowned for exceptional customer … Continue reading → The post Build Customer Insight into Your Vision appeared first on Brad Cleveland.
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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.
CCNG
JANUARY 8, 2025
If doing the same thing led to a different outcome, the current contact center concept and setup would still be wildly successful. Instead, CX leaders are beset with challenges on all fronts, from labor to customer expectations and legacy tech. But while weve reached the edge of the current customer service strategy and architecture, weve arrived at the frontier of something entirely new: the AI-first contact center.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TeleDirect
JANUARY 7, 2025
5 Signs Your Business Needs a Call Center As your business grows, so does the complexity of managing customer interactionsa sign that your business needs a call center. With rising customer expectations and increasing call volumes, you may start to notice cracks in your customer support system. If your team is overwhelmed, or if customers are expressing dissatisfaction, it may be time to consider implementing a call center.
AWS Machine Learning
JANUARY 7, 2025
Large language models (LLMs) have demonstrated promising capabilities in machine translation (MT) tasks. Depending on the use case, they are able to compete with neural translation models such as Amazon Translate. LLMs particularly stand out for their natural ability to learn from the context of the input text, which allows them to pick up on cultural cues and produce more natural sounding translations.
Callminer
JANUARY 5, 2025
Effective contact center coaching is key to enhancing agent performance and ensuring outstanding customer service and CX. Read this blog for insights and strategies to elevate coaching practices.
ShepHyken
JANUARY 5, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Top 5 Customer Experience Tips from Season 1 of The SUPER AMAZING Show by Brittany Hodak (Brittany Hodak) Season One of The SUPER AMAZING Show has been an incredible journey, and Im so thankful for everyone who tuned in and took these tips to heart.
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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.
TeleDirect
JANUARY 7, 2025
24/7/365 Secure Call Center Service: A Game-Changer for Modern Businesses In todays competitive and fast-paced world, customers expect businesses to be available 24/7/365 regardless of time zones, holidays, or emergencies. This demand for constant availability has made 24/7/365 secure call center services a cornerstone of exceptional customer service.
Win the Customer
JANUARY 9, 2025
In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives.
CSM Magazine
JANUARY 6, 2025
Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.
ShepHyken
JANUARY 7, 2025
We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy and learn from these history lessons. Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers.
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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.
TeleDirect
JANUARY 9, 2025
Benefits of Using a US-Based Call Center for Businesses The benefits of using a US-based call center for your business extend beyond just language and cultural alignment; they include improved customer satisfaction, faster response times, and compliance with domestic regulations. In an increasingly competitive market, businesses need every advantage to differentiate themselves, and a US-based call center offers a strategic edge.
Global Response
JANUARY 8, 2025
Read Time: 4.5 minutes Table of Contents Intro At the beginning of 2025, we’re exploring the contact center future trends that are poised to define the coming year. From tech tools to customer experience, we’ve rounded up the most influential trends to watch for in the near future. Let’s jump in. Key takeaways Focus on cloud-based solutions and data security: The utility and popularity of cloud-based systems are driving a trend of growth in Contact Center as a Service (CCaaS) s
Interaction Metrics
JANUARY 7, 2025
Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an
ROI CX Solutions
JANUARY 9, 2025
Read Time: 8 Minutes Table of contents Introduction Do you want to streamline your customer service operations but aren’t sure where to start? You’re about to discover 12 practical ways to automate your customer support. These proven automated customer service examples will help you boost efficiency while keeping your customers happy. Key takeaways Data-driven decisions: Automated systems collect valuable customer interaction data, helping you spot trends and improve your service str
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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.
TeleDirect
JANUARY 4, 2025
What Happens Behind the Scenes in a 24/7 Call Center? Call centers are often seen as the frontline of customer interaction, but what happens behind the scenes to keep a 24/7 operation running smoothly? Operating around the clock to ensure customer satisfaction, a 24/7 call center is a dynamic, high-energy environment that blends advanced technology, skilled personnel, and efficient processes.
CSM Magazine
JANUARY 9, 2025
The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. This article explores the vital role customer service plays in the iGaming sector, with a spotlight on how Revpanda supports brands in delivering superior user experiences.
Balto
JANUARY 6, 2025
Call center QA can be pretty demanding, especially with rising customer expectations regarding service quality and speed. Heres the good news: in 2025, we have a wide array of capable & best call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making.
ROI CX Solutions
JANUARY 8, 2025
Read Time: 7.5 Minutes Table of contents 1. Cloud-based contact center software offerings continue to grow 2. Omnichannel offerings continue to rise 3. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. Remote & hybrid workforces arent going anywhere 6. Emphasis on data security and privacy How ROI CX Solutions can help you in 2025 Introduction As we jump feet-first into into 2025, we’re keeping an eye on the contact center future trends t
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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.
TeleDirect
JANUARY 4, 2025
Property Management Support with TeleDirect: Elevate Your Customer Experience In the fast-paced world of property management, providing exceptional customer support is crucial to staying competitive and ensuring tenant satisfaction. Whether youre managing residential, commercial, or mixed-use properties, having the right support system in place can make all the difference.
CSM Magazine
JANUARY 9, 2025
Picture this: A customer has spent time and effort to reach and engage with your customer service agent through their channel of choice when they’re suddenly forced to switch to a phone call just to make a payment securely. It’s a scenario that plays out countless times across businesses every day, and it’s costing more than just time it’s eroding the seamless digital experience that today’s customers expect.
Balto
JANUARY 6, 2025
AI-powered virtual agents are on the verge of transforming contact centers. Within 2 years , the most advanced AI will handle conversations as effectivelyor betterthan human agents. The Acceleration of AI Power AI computing is doubling every 3.4 months 300,000x growth since 2012. If GPT-5 launched today, it would boast 4.5 trillion parameters , making it 2.6x more powerful than GPT-4.
Vistio
JANUARY 6, 2025
Every contact center agent has downtimeits inevitable. But what if that downtime became the most valuable part of their day? Enter AI-powered training partners, tools designed to make on-the-job learning seamless, effective, and engaging. The Downtime Dilemma – When agents arent taking calls, valuable minutes tick by. This downtime often goes underutilized, leaving agents stagnant in their skills.
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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!
TeleDirect
JANUARY 4, 2025
Business Continuity During Crises with Call Centers In a world filled with uncertainty, businesses must prepare for unexpected disruptions. Natural disasters, economic downturns, global pandemics, and cyberattacks are just some of the crises that can derail operations. Ensuring business continuity during such events is essential to maintaining customer trust, protecting revenue streams, and safeguarding long-term success.
CSM Magazine
JANUARY 8, 2025
If you’re wondering, “What is HubSpot Customer Service Software, and how can it help my business?” here’s everything you need to know. Customer service is the backbone of successful businesses. Delivering exceptional support not only ensures customer satisfaction but also fosters loyalty, paving the way for long-term growth.
Hodusoft
JANUARY 8, 2025
Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This quote by noted educationalist Jonathan Morduch is a testament to the transformative power of microfinance in today’s world. Apart from fighting poverty, microfinance plays a key role in ensuring financial inclusion.
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