CCNG
MAY 21, 2025
At a recent Enterprise Connect awards ceremony, one of the honorees stepped up to the mic and said something thats been echoing in my head ever since: This award means a lot because our work is usually thankless. We dont hear thank you. We dont get recognized. What struck me wasnt just what he saidbut how the room responded. There was no hush. No discomfort.
Callminer
MAY 19, 2025
Businesses must focus on optimizing the customer journey funnel to ensure that they meet customer needs at every stage. Read this blog to learn more.
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3CLogic
MAY 20, 2025
If you are responsible for managing customer service operations, you are likely familiar with IVR (Interactive Voice Response) systems. These automated systems have been a staple of call centers for decades, helping route calls and handle simple queries without the need for human intervention. But as technology evolves, Voice AI is becoming a game-changer in the customer experience space.
SQM Group
MAY 20, 2025
Learn how AI is reshaping customer experiences, making them more human by empowering agents to deliver empathetic service while managing repetitive tasks efficiently.
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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.
Customer Think
MAY 17, 2025
Empowers brands to attract customers with promotions and continuously improving loyalty program's performance.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
C3Centricity
MAY 17, 2025
Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?
CSM Magazine
MAY 17, 2025
The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.
OctopusTech
MAY 20, 2025
When you want to understand your market and improve your strategies, working with a market research company can help. The company will collect all the necessary data at a granular level and provide you with the information needed to make better decisions. If your business is based in or would like to expand to India, you have several reputable companies to work with.
PeopleMetrics
MAY 15, 2025
When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.
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.
JustCall
MAY 21, 2025
Strong business relationships dont just happen; they are cultivated through intentional acts of appreciation and acknowledgment. Expressing gratitude through a thank you note can make all the difference in showing respect, value, and loyalty to your partners. These small yet powerful actions build trust and help partnerships flourish. This guide will walk you through the importance of gratitude in business relationships, the psychology behind it, and how to craft meaningful thank you notes for v
TMP Direct
MAY 21, 2025
In the fast-paced world of e-commerce and retail, businesses face constant pressure to adapt to changing consumer expectations, technological advancements, and competitive market dynamics. Business Transformation Outsourcing (BTO) has emerged as a strategic solution for businesses looking to enhance operational efficiency, improve customer experience, and drive sustainable growth.
CSM Magazine
MAY 17, 2025
Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Each positive word or phrase builds trust and shows customers they matter. Using the right language isnt just about sounding friendlyit has a real impact. People remember how you make them feel, and the words you choose can calm, reassure, or delight.
OctopusTech
MAY 20, 2025
The modern profession is often associated with a lot of demand from work. Balancing between work and your personal life can become even more difficult, especially when you have to do so much in a day. Whether you are a business owner or a top professional, your daily tasks can be overwhelming without a helping hand. Hiring a virtual assistant can be a great option so you can have more time to focus on your core activities.
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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.
Calabrio
MAY 15, 2025
Workforce Management Calabrio vs. NICE vs. Verint: A No-Nonsense Comparison Jump ahead Calabrio, NICE, and Verint at a Glance Calabrio Overview NICE Overview Verint Overview Calabrio vs. NICE vs. Verint: Workforce Management Calabrio vs. NICE vs. Verint: Quality Management Calabrio vs. NICE vs. Verint: Analytics and Insights Calabrio vs. NICE vs. Verint: Agent Experience Calabrio vs.
JustCall
MAY 21, 2025
Manually responding to every text isnt always feasible, but ignoring them isnt ideal either. Auto-replies provide a straightforward solution by informing others of your unavailability while keeping communication lines open. They allow you to concentrate on tasks or take a break without worrying about any unexplained silence This guide walks you through setting up Android auto-reply text and auto-reply to text on iPhone, including built-in options, third-party apps, and business-friendly solution
Customer Think
MAY 17, 2025
Brings together the power of AI, autonomous agents, seamless data export, and advanced mobile analytics
CSM Magazine
MAY 17, 2025
The rapid advancement of voice AI and speech analytics technologies is revolutionizing the way contact centers operate and deliver customer service. These innovations, integrated within modern customer experience (CX) software and contact center software , are enabling businesses to enhance agent performance, improve customer satisfaction, and streamline operations.
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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.
OctopusTech
MAY 20, 2025
The world of customer service has become so dynamic as companies seek to serve customers better. Most contact center companies are utilizing innovation and leveraging technologies, including artificial intelligence, to deliver exceptional customer experiences. In this article, we explore the top call center companies in the United States. 1. Octopus Tech Octopus Tech is a leading call center outsourcing firm that serves global clients.
24-7 InTouch
MAY 20, 2025
Delivering a seamless multilingual customer experience is more than translationits about cultural accuracy, speed, and consistency across channels. As global customer bases grow, businesses must rethink how they manage language, automation, and engagement at scale. This article explores: Common pitfalls in traditional multilingual strategies The role of AI in real-time, culturally relevant support How to scale without sacrificing personalization Rethink your CX approach and build a strategy read
JustCall
MAY 21, 2025
Ever dialed a Mexican number and ended up reaching an entirely different continent? If your answer is yes, then youre not alone. Mexico’s telephone numbering system has a standardized format that you should understand to effectively communicate with residents and businesses or establish operations in the country. In this comprehensive guide, we’ll break down everything you need to know about Mexican phone numbers, including the structure and format of Mexican telephone numbers and ph
Customer Think
MAY 15, 2025
Last week, I wrote about customer personas and the importance of socializing and operationalizing them. I also shared ways to do both. And guess what? The same level of importance and methods of embedding them into the organization apply to employee personas, as well! But what about internal customer personas? What are they?
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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.
CSM Magazine
MAY 15, 2025
When you think of Disney, you likely imagine magical moments filled with characters, vivid storytelling, and unparalleled attention to detail. Now, imagine that same level of care and creativity embedded in healthcare. AdventHealth, in collaboration with Disney Institute, has brought this idea to life with its AdventHealth Emergency Room at Flamingo Crossings Town Center near Walt Disney World Resort.
TCN
MAY 21, 2025
In order for your contact center to stay relevant and competitive, its no longer optional to adopt AI into your operations. However, AI can play so many more roles for your business than you might think. In fact, from automating processes and enhancing customer interactions to improving efficiency and freeing up agents time so they […] The post 5 AI-Powered Solutions for Enhanced Efficiency appeared first on TCN.
ChurnZero
MAY 16, 2025
It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? When presenting a business case for a customer success platform, you can expect this to be the primary objection of a CEO or CFO: can we build this in our CRM instead of buying a new tool? Should you use the tools you already have to build something that will kind ofget you what youre looking for, or should you buy a tool developed for that spec
JustCall
MAY 20, 2025
Have you ever received a phone call with “ No Caller ID ” flashing on your screen, leaving you curious about who might be on the other end? Youre not alone. Anonymous calls are surprisingly common, with studies showing that nearly 50% of mobile phone users receive at least one unidentified or blocked call per month. While some of these calls may be harmless, others could be crucialsuch as from a potential employer, a medical professional, local law enforcement, or even a loved one in
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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.
Customer Think
MAY 15, 2025
Many marketing pundits are advising B2B marketers to connect with potential buyers on an emotional level. And at first glance, this advice appears to be sound. In their often-cited paper, “The Long and Short of It,” advertising effectiveness gurus Les Binet and Peter Field wrote: “Emotional campaigns.
CSM Magazine
MAY 15, 2025
At 2:00 a.m. in Bucharest, a high-tier player encounters a payout delay. Typically, that means escalating frustration, extended wait times, and the looming risk of churn. But not with Soft2Bet. Before the player even finishes drafting a complaint, a Romanian-language live chat window appears proactively offering help in their native tongue. That moment isnt lucky.
Balto
MAY 20, 2025
Call Center Performance Diagnostic Quiz Whats Holding Back Your Call Centers Performance? Take this quick quiz to identify key improvement areas: Test Question 1 Yes No Test Question 2 Yes No Test Question 3 Yes No Test Question 4 Yes No Test Question 5 Yes No Test Question 6 Yes No Test Question 7 Yes No Test Question 8 Yes No Δ Show Results 68: Youre a coaching powerhousekeep going!
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