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.

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

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

Interactive Voice Response 62

Interactive Voice Response Self service Virtual Agent Consulting 62

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.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

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.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Advertisement

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.

Contact Center

CSM Magazine

MARCH 13, 2025

How do you know your customers are truly satisfied? Its a question that can make or break a business. Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. Following the right numbers lets companies change how they do things. Better service and bigger profits are the result.

Metrics 52

Metrics Surveys Feedback Analytics 52

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.

Call Center 84

Call Center 84

Concentrix

MARCH 13, 2025

Find out how AI for fintech is transforming the financial landscape by enhancing customer experiences, addressing pain points, and fostering trust.

Customer Service 62

Customer Service Customer Experience Banking Technology 62

Connect

MARCH 13, 2025

Few technological innovations will have the disruptive impact that artificial intelligence ( AI ) is set to unleash across every business sector. By Martin Cross , Chief Strategy Officer at Connect. While AI will help create new products, solutions and services, the biggest disruption will likely come from the new business models this technology enables.

SaaS 57

SaaS CRM Enterprise Cloud contact 57

Concentrix

MARCH 13, 2025

What are AI agents? Discover their role in modern automation and decision-making for businesses in this short video.

Engineering 62

Engineering 62

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.

Sales

Hodusoft

MARCH 13, 2025

Experience Innovation with HoduSoft at Convergence India Expo 2025 HoduSoft is excited to announce its participation in the 32nd Convergence India Expo , scheduled from March 19-21, 2025, at Bharat Mandapam, Pragati Maidan, New Delhi. This impactful technology event will bring together leaders in ICT, telecom, and emerging technologies, providing a platform to showcase cutting-edge solutions and foster business collaborations.

Contact center software 52

Contact center software contact center solutions Contact Center Technology 52

Unymira

MARCH 13, 2025

Cloud adoption is no longer a question of if , but how efficiently enterprises can manage their cloud spend. Many organizations start with native tools or homegrown solutions to track and control costs, only to hit limitations as their cloud infrastructure scales. The answer? You name it: FinOps.

Enterprise 52

Enterprise Management 52

Concentrix

MARCH 13, 2025

Claims automation explained: Accelerate insurance settlements, reduce costs, and enhance customer experience by transitioning to automated processes.

Customer Experience 48

Customer Experience Banking Enterprise Technology 48

AWS Machine Learning

MARCH 13, 2025

Open foundation models (FMs) allow organizations to build customized AI applications by fine-tuning for their specific domains or tasks, while retaining control over costs and deployments. However, deployment can be a significant portion of the effort, often requiring 30% of project time because engineers must carefully optimize instance types and configure serving parameters through careful testing.

Benchmark 123

Benchmark APIs Scripts Engineering 123

Advertisement

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.

Contact Center

PeopleMetrics

MARCH 13, 2025

AI is transforming nearly every aspect of VoC. Its revolutionizing survey design, automating analysis, and personalizing customer interactions at scale. But heres something AI hasnt changed: Putting the first survey question in the email invitation is still the best way to increase response rates. This is one of the rare VoC best practices that AI hasnt impacted.

Best practices 62

Best practices Surveys Personalization Technology 62

AWS Machine Learning

MARCH 13, 2025

This post is cowritten with Harrison Hunter is the CTO and co-founder of MaestroQA. MaestroQA augments call center operations by empowering the quality assurance (QA) process and customer feedback analysis to increase customer satisfaction and drive operational efficiencies. They assist with operations such as QA reporting, coaching, workflow automations, and root cause analysis.

Customer Service 120

Customer Service Engineering Healthcare Average Handle Time 120

BlueOcean

MARCH 13, 2025

Blue Ocean, a world-leader in customer care solutions, has been awarded a Bronze Stevie Award in the “Achievement in Customer Experience” category at the 19th annual Stevie Awards for Sales & Customer Service. This prestigious recognition marks Blue Ocean’s seventh Stevie Award, following a Bronze Stevie win in 2017 and 2021 and Silver Stevies in 2019, 2020, 2021 and 2024.

Customer Experience 62

Customer Experience Benchmark Customer Care Sales 62

AWS Machine Learning

MARCH 13, 2025

The Qwen 2.5 multilingual large language models (LLMs) are a collection of pre-trained and instruction tuned generative models in 0.5B, 1.5B, 3B, 7B, 14B, 32B, and 72B (text in/text out and code out). The Qwen 2.5 fine tuned text-only models are optimized for multilingual dialogue use cases and outperform both previous generations of Qwen models, and many of the publicly available chat models based on common industry benchmarks.

Benchmark 118

Benchmark Chatbots Analytics Accountability 118

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!

Marketing

DMG Consulting

MARCH 13, 2025

AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. As with many technology sectors, the primary driver behind KMs strong positive momentum is AI adoption; however, unlike many other sectors, KM benefits from the AI revolution in two distinct ways.

Management 59

Management Average Handle Time Self service Technical Support 59

AWS Machine Learning

MARCH 13, 2025

DeepSeek-R1 , developed by AI startup DeepSeek AI , is an advanced large language model (LLM) distinguished by its innovative, multi-stage training process. Instead of relying solely on traditional pre-training and fine-tuning, DeepSeek-R1 integrates reinforcement learning to achieve more refined outputs. The model employs a chain-of-thought (CoT) approach that systematically breaks down complex queries into clear, logical steps.

Metrics 116

Metrics Benchmark Best practices Telecommunications 116

CSM Magazine

MARCH 13, 2025

John Tschohl, founder and president of the Service Quality Institute, presents his guide to Handling Irate Customers and Difficult Situations Technique card. Not all customers are nice. Strong, assertive people will chew people up and spit them out if your employees are slow, weak, or incompetent. Very few employees know how to handle an irate or difficult customer.

Airlines 52

Airlines Customer Service Personalization Customer Experience 52

AWS Machine Learning

MARCH 13, 2025

The integration of generative AI agents into business processes is poised to accelerate as organizations recognize the untapped potential of these technologies. Advancements in multimodal artificial intelligence (AI), where agents can understand and generate not just text but also images, audio, and video, will further broaden their applications. This post will discuss agentic AI driven architecture and ways of implementing.

APIs 100

APIs Engineering Technology Management 100

Advertisement

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.

Cloud contact

CSM Magazine

MARCH 13, 2025

Industry-leading insurtech Zywave has won five Stevie Awards in the 19 th annualStevie Awards for Sales & Customer Service. The recognition includes highest honors, Gold in the category of Customer Service Transformation for the company’s unprecedented improvement in customer satisfaction, operational efficiency, and innovation. The Stevie Awards for Sales & Customer Service are one of the world’s top honors for customer service, contact center, business development, and sale

Sales 52

Sales Customer Service Contact Center Customer Support 52

DMG Consulting

MARCH 13, 2025

Transforming Contact Centers with AI: Lessons Learned and Key Takeaways January 25, 2025 View this article on the publisher’s website Two years ago, OpenAI made its ChatGPT generative artificial intelligence (genAI) chatbot available to the masses, altering the customer experience (CX) technology landscape and accelerating the velocity of innovation.

Contact Center 48

Contact Center Best practices Technology Chatbots 48

CSM Magazine

MARCH 13, 2025

(L-R) David Lord, Warren Hudson and Darren Blythe Al Haddad Motors has been awarded the prestigious Mercedes-Benz General Distributor Award for 2024, marking its first-ever recognition for “Best Customer Service Business Performance” in the Small Market category. The achievement highlights the companys unwavering dedication to exceptional customer service and upholding the Mercedes-Benz brands reputation for excellence.

Automotive 52

Automotive Customer Service Feedback Marketing 52

Cincom

MARCH 13, 2025

Introduction Gone are the days of cumbersome spreadsheets and error-prone manual calculations. CPQ software has revolutionized the way organizations manage complex sales cycles by enabling sales teams to quickly and accurately deliver tailored solutions to customers. As businesses scale and customer demands become more intricate, the need for CPQ automation has grown significantly.

Finance 40

Finance Upselling CRM Engineering 40

Advertisement

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.

Contact Center

CSM Magazine

MARCH 13, 2025

The digital casino floor is a bustling place. Games flashing, jackpots dropping, and players expecting a smooth ride. But even the slickest iGaming platform hits a snag, doesnt it? That’s where customer support comes in, not just fixing things but building relationships with players. Strong support fosters trust, breeds loyalty, and basically paves the way for long-term success.

Best practices 52

Best practices Customer Support Chatbots Multichannel 52

AWS Machine Learning

MARCH 13, 2025

This post was co-written with Vishal Singh, Data Engineering Leader at Data & Analytics team of GoDaddy Generative AI solutions have the potential to transform businesses by boosting productivity and improving customer experiences, and using large language models (LLMs) in these solutions has become increasingly popular. However, inference of LLMs as single model invocations or API calls doesnt scale well with many applications in production.

Engineering 124

Engineering APIs Best practices Metrics 124