CCNG
JULY 2, 2025
We’re all hearing the same drumbeat: “AI is coming.” Let’s be honest AI is already here. Whether it’s automating responses in your contact center or personalizing recommendations on your website, artificial intelligence is weaving its way into our operations. But here’s the catch: without a solid knowledge management strategy, your AI investment could turn into a very expensive guessing game.
Callminer
JULY 2, 2025
Read to learn all about the transformative benefits of AI in customer relationship management, what some key implementation steps are, and what challenges organizations may face along the way.
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SQM Group
JULY 2, 2025
Uncover the key skills for success in call centers and actionable training tips. Equip your agents to thrive in a fast-paced, customer-focused environment.
Contact Center Pipeline
JULY 2, 2025
It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn’t know what month it was by the calendar, we would know by the activities shaping our people interactions and relationships. Same is true of our July issue.
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The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.
Quiq
JULY 2, 2025
The landscape of artificial intelligence is rapidly evolving, and at the forefront of this evolution is agentic AI. As noted by UiPath , “the convergence of powerful LLMs (large language models), sophisticated machine learning, and seamless enterprise integration has enabled the rise of agentic AI, which is the ‘brainpower’ behind AI agents.” This powerful technology represents a significant leap forward in how AI systems can autonomously operate, make decisions, and exec
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Design
JULY 2, 2025
Change is the only constant in your contact centre. From new products and evolving service channels to updated systems and reshaped processes, no day looks exactly like the last. However, despite the attention given to product planning and project and change management, we find one key team is often left out of the loop: the Workforce Management (WFM) Team.
Quiq
JULY 2, 2025
The release of ChatGPT was one of the first times an extremely powerful AI system was broadly available, and it has ignited a firestorm of controversy and conversation. Proponents believe current and future AI tools will revolutionize productivity in almost every domain. Skeptics wonder whether advanced systems like GPT-4 will even end up being all that useful.
Steve DiGioia
JULY 2, 2025
If you’ve been waiting for a stimulus check to land in your account, you’re not alone. Social media has exploded with posts claiming new payments are on the way in 2025. But here’s the truth: there is no new federal stimulus check approved this year. Still, millions of Americans are getting money back through tax refunds, retroactive credits, and adjustment payments—some even arriving unexpectedly.
AWS Machine Learning
JULY 2, 2025
Generative AI has revolutionized customer interactions across industries by offering personalized, intuitive experiences powered by unprecedented access to information. This transformation is further enhanced by Retrieval Augmented Generation (RAG), a technique that allows large language models (LLMs) to reference external knowledge sources beyond their training data.
Speaker: Brendan Sweeney, VP of Global Sales and David Phelan, Account Executive
In a world where buyers are more informed and objections are more nuanced, confidence isn't optional—it’s a competitive advantage. In high-stakes conversations, knowing how to handle pushback can make or break the deal. Join industry experts Brendan Sweeney and David Phelan for a behind-the-scenes look at how teams are transforming sales coaching with real-time feedback, objection-handling role plays, and pre-call preparation that actually sticks.
Steve DiGioia
JULY 2, 2025
If you’re one of the millions of Californians who rely on CalFresh food benefits, the clock is ticking. You must submit your renewal paperwork by Friday, July 5, 2025, or risk a delay—or complete loss—of your EBT benefits next month. Whether you’re due for a full recertification or a SAR-7 report, the deadline applies to you. Who Needs to Recertify in July?
Quiq
JULY 2, 2025
When integrating Large Language Models (LLMs), or generative AI , into applications, you can’t afford to treat them like “black boxes.” As your LLM application scales and becomes more complex, the need to monitor, troubleshoot, and understand how the LLM impacts your application becomes critical. In this article, we’ll explore the observability strategies we’ve found useful here at Quiq.
Steve DiGioia
JULY 2, 2025
If you depend on Social Security to pay your rent, buy groceries, or just keep the lights on, this is the update you’ve been waiting for. The Social Security Administration (SSA) has confirmed its full payment schedule for July 2025, and whether you receive SSI, SSDI, or retirement benefits, you’ll want to know the exact day your money will land. Payments will hit bank accounts between July 1 and July 23, depending on your benefit type, your birthday, and when you first filed.
CX Journey
JULY 2, 2025
Despite increasing investment in employee engagement tools, surveys, and HR tech – and more executive pledges to make it a priority, employee experience (EX) remains inconsistent, fragmented, and often misaligned with business outcomes. The root issue? Employee experience is widely misunderstood as HR’s responsibility alone. And, worse yet, HR doesn’t even have EX on their radar!
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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.
Interactions
JULY 2, 2025
AI is having a moment. Again. But this time, it feels different. We’re past the “what if” stage and well into the “how fast can we make this work?” phase. Companies across industries are rolling out AI-powered solutions at a rapid pace especially in the customer experience space. The goal is faster resolutions, reduced costs, and more consistent service.
Quiq
JULY 2, 2025
It’s hard to imagine an application, website or workflow that wouldn’t benefit in some way from the new electricity that is generative AI. But what does it look like to integrate an LLM into an application? Is it just a matter of hitting a REST API with some basic auth credentials, or is there more to it than that? In this article, we’ll enumerate the things you should consider when planning an LLM integration.
Steve DiGioia
JULY 2, 2025
If you’re a Florida resident relying on SNAP to stretch your grocery budget, there’s great news heading into the July 4 holiday — thousands of food stamp recipients will have their benefits loaded before the fireworks even start. But who actually gets paid early? It all comes down to a quirky part of your case number, and if you’re in the right group, you’ll have funds in time to celebrate.
Quiq
JULY 2, 2025
In today’s digital era, businesses continually seek innovative ways to connect with their customers, striving to enhance communication and foster deeper relationships. Enter WhatsApp Business – a game-changer in the realm of digital communication. This powerful tool is not just a messaging app; it’s a bridge between businesses and their customers, offering a plethora of features designed to streamline communication, improve customer service, and boost engagement.
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!
Steve DiGioia
JULY 2, 2025
If you’re counting on your Social Security check this month, there’s a big date you need to circle: Thursday, July 3, 2025. While most payments arrive mid-month, this one is special — and millions of Americans are set to receive their money earlier than usual. But here’s the catch: not everyone qualifies for the July 3 payment. So the big question is — are you on the list?
CSM Magazine
JULY 2, 2025
Happy Customer Service Representatives (CSRs) don’t just answer calls, they set the tone for every customer interaction. Investing in your team isn’t just the right thing to do, it’s the smart move for steady growth and a better brand image. Let’s take a look at what actually keeps service teams smiling and sticking around. Understanding the Challenges Faced by Customer Service Reps Every service job has its battles, but customer service reps face a unique mix of stress,
AWS Machine Learning
JULY 2, 2025
Just as APIs became the standard for integration, AI agents are transforming workflow automation through intelligent task coordination. AI agents are already enhancing decision-making and streamlining operations across enterprises. But as adoption accelerates, organizations face growing complexity in managing them at scale. Organizations struggle with observability and lifecycle management, finding it difficult to monitor performance and manage versions effectively.
Steve DiGioia
JULY 2, 2025
If you receive Supplemental Security Income (SSI), you’ll want to keep your eyes on your bank account this week — because a payment of up to $967 is landing on Monday, July 1, 2025. This isn’t just any routine deposit — it could be the largest monthly benefit some recipients get this year, and it arrives right before Independence Day, giving millions of Americans a financial boost for the holiday.
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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.
Quiq
JULY 2, 2025
A leader in the hospitality industry faced high agent turnover within its customer service voice team, which significantly impacted efficiency and service quality. However, after leveraging the digital messaging capabilities within Quiq’s AI Contact Center , the company achieved zero turnover within its digital messaging team. This case study explores how Quiq empowered their agents with tools for multitasking, stress reduction, and improved communication.
TCN
JULY 2, 2025
Simply getting new customers isn’t enough anymore; keeping them is what matters. Because customer retention should be a business’s number one goal, it’s important to focus on ensuring that customers stay happy with your products and services. Taking a proactive approach by setting aside dedicated time to properly train and build a customer success (CS) […] The post Building a Customer Success Team: Roles, Responsibilities and Best Practices appeared first on TCN.
Steve DiGioia
JULY 2, 2025
If you depend on your Social Security check to get through the month, you could be in for a nasty surprise in July. The Social Security Administration (SSA) has quietly announced a dramatic new policy that could result in half of your monthly benefit being withheld — and for many, it’s already too late to stop it. This isn’t a temporary glitch or a one-time error.
Quiq
JULY 2, 2025
From movie recommendations to chatbots as customer service reps, it seems like machine learning (ML) is absolutely everywhere. But one thing you may not realize is just how much data is required to train these advanced systems, and how much time and energy goes into formatting that data appropriately. Machine learning engineers have developed many ways of trying to cut down on this bottleneck, and one of the techniques that have emerged from these efforts is semi-supervised learning.
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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.
Injixo
JULY 2, 2025
Shift planning seems simple at first glance, but behind every shift plan lies an enormous mathematical challenge with millions of possible combinations.
Quiq
JULY 2, 2025
Machine learning is an incredibly powerful technology. That’s why it’s being used in everything from autonomous vehicles to medical diagnoses to the sophisticated, dynamic AI Assistants that are handling customer interactions in modern contact centers. But for all this, it isn’t magic. The engineers who build these systems must know a great deal about how to evaluate them.
CSM Magazine
JULY 2, 2025
Effective billing systems are important to ensure that companies maximize revenue, minimize expenses, and integrate teams throughout the organization. Billing between the technical and financial departments should also be integrated, particularly in companies that are engineering-driven. The old billing systems generate data and communication silos, inhibit visibility into revenue-based measures, and squander engineering resources to perform manual billing functions.
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