Callminer
JUNE 11, 2025
Read this blog to learn which obstacles agents encounter and how AI tools help them at each stage of their work, as well as what organizations should think about when deploying AI solutions.
Contact Center Pipeline
JUNE 11, 2025
I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1, 2, and 3.” In Part 3, he discusses the famous metric first call/contact resolution (FCR) and how it is usually not captured by ACD or contact center-as-a-service (CCaaS) systems.
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CX Journey
JUNE 11, 2025
A brand promise goes beyond a tagline or a campaign; it’s a pledge, a strategic commitment to customers of what they can consistently and reliably expect from your brand. It defines the value your brand delivers at every touchpoint, from products and services to the people behind them. But here’s the catch: a brand promise is only as strong as the experience that delivers it.
TechSee
JUNE 11, 2025
In today’s customer service landscape, contact centers grapple with increasingly complex technical inquiries, from hardware, connectivity and setup issues, to frustrating, troubleshooting issues. These challenges often lead to prolonged interactions, repeat calls, returns, replacements, churn and poor customer satisfaction. Traditional support tools, limited to text or voice inputs, frequently fall short in resolving such complexities efficiently.
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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.
AWS Machine Learning
JUNE 11, 2025
This post was co-written with Federico Thibaud, Neil Holloway, Fraser Price, Christian Dunn, and Frederica Schrager from Gardenia Technologies “What gets measured gets managed” has become a guiding principle for organizations worldwide as they begin their sustainability and environmental, social, and governance (ESG) journeys. Companies are establishing baselines to track their progress, supported by an expanding framework of reporting standards, some mandatory and some voluntary.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
JUNE 11, 2025
This post is co-written by Amar Goel, co-founder and CEO of Bito. Meticulous code review is a critical step in the software development process, one that helps delivery high-quality code that’s ready for enterprise use. However, it can be a time-consuming process at scale, when experts must review thousands of lines of code, looking for bugs or other issues.
Quiq
JUNE 11, 2025
While the horizon of artificial intelligence promises truly autonomous, agentic systems capable of complex reasoning and action, the journey for many businesses begins with mastering AI automation. This powerful application of AI is already a transformative force, enabling companies to streamline workflows, enhance customer interactions, and operate with greater speed and intelligence.
AWS Machine Learning
JUNE 11, 2025
Adobe Inc. excels in providing a comprehensive suite of creative tools that empower artists, designers, and developers across various digital disciplines. Their product landscape is the backbone of countless creative projects worldwide, ranging from web design and photo editing to vector graphics and video production. Adobe’s internal developers use a vast array of wiki pages, software guidelines, and troubleshooting guides.
CSM Magazine
JUNE 11, 2025
Whether you are a new customer, a longtime user, or just considering switching to Verizon, it’s essential to know how to reach their customer service team and evaluate the quality of support they provide. Verizon’s a huge telecommunications company with a massive customer base spanning the entire country. Millions rely on their service. Let’s learn how to reach Verizon and see how good their customer service really is.
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.
PeopleMetrics
JUNE 11, 2025
For Gen Z and Millennials, “what do you do?” isn’t nearly as important as “why do you do it?” If your brand, company, or cause can’t answer that clearly, you’ve already lost them. For younger generations, purpose isn’t a side benefit, it’s a core filter for how they decide where to work, what to buy, and who to support. This shift isn’t theoretical.
CSM Magazine
JUNE 11, 2025
Sabio’s Kevin McGachy highlights some key considerations ahead of any AI implementation in the contact centre. Start with Data-Driven Intent Analysis Before Any AI Technology Investment The foundation of any successful AI transformation lies in understanding your customers’ actual behaviour, not assumptions about it. At Sabio, we’ve seen remarkable results through our Intent Capture & Analysis (IC&A) approach, which analyses thousands of customer interactions to reveal
Steve DiGioia
JUNE 11, 2025
If you depend on Social Security to pay your bills or keep your household running, knowing exactly when that money arrives each month is more than just convenient—it’s essential. And for June 2025, the payment calendar is officially set. Whether you’re a retiree, receiving disability (SSDI), or collecting survivor benefits, your next Social Security payment may be just days away.
Calltools
JUNE 11, 2025
Engaging customers successfully in 2025 requires an omnichannel approach. By contacting customers on their preferred method of communication, you can help boost your company’s brand reputation, improve average handle times , and increase customer satisfaction. Below, discover six benefits of using conversational SMS in omnichannel call centers.
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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.
Steve DiGioia
JUNE 11, 2025
If you thought all the pandemic stimulus checks were over, think again. The IRS has confirmed that over 1 million Americans are still owed up to $1,400, and late payments are finally being sent out this year. In a rare move, the agency is automatically issuing checks to qualifying individuals—many of whom don’t even realize they missed out. So if you skipped the paperwork or filed a return without claiming the Recovery Rebate Credit in 2021, you could still be getting a check in 2025.
AWS Machine Learning
JUNE 11, 2025
This post is co-written with Eliuth Triana Isaza, Abhishek Sawarkar, and Abdullahi Olaoye from NVIDIA. Today, we are excited to announce that the Llama 3.3 Nemotron Super 49B V1 and Llama 3.1 Nemotron Nano 8B V1 are available in Amazon Bedrock Marketplace and Amazon SageMaker JumpStart. With this launch, you can now deploy NVIDIA’s newest reasoning models to build, experiment, and responsibly scale your generative AI ideas on AWS.
CSM Magazine
JUNE 11, 2025
Sanas , provider of the world’s first Real-Time Speech Understanding Platform, today unveiled its AI-powered Real-Time Speech-to-Speech Language Translation technology. Unlike traditional translation technologies that convert speech to text, translate it, and synthesize it back into speech, Sanas’ latest innovation uses a proprietary AI-based architecture to perform direct, low-latency speech-to-speech language translation with the highest accuracy.
Abby Connect
JUNE 11, 2025
Company Name: McNeil Advantage Industry: Business Management Consulting Services Offered: Coaching, consulting, financial management, strategy, planning, marketing, and more. Mission: To provide customized solutions that save time, money, and improve overall efficiency for clients. McNeil Advantage enhances customer service by partnering with Abby Connect.
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
JUNE 11, 2025
If you’re checking your bank account today, you’re not alone—Social Security is issuing payments averaging around $2,000 to millions of eligible Americans this Wednesday, June 11, 2025. But before you start planning your next grocery trip or paying off bills, you’ll want to know one thing: Is today your payday? Today’s round of payments is part of the Social Security Administration’s staggered monthly schedule.
Abby Connect
JUNE 11, 2025
Company Name: McNeil Advantage Industry: Business Management Consulting Services Offered: Coaching, consulting, financial management, strategy, planning, marketing, and more. Mission: To provide customized solutions that save time, money, and improve overall efficiency for clients. McNeil Advantage enhances customer service by partnering with Abby Connect.
Steve DiGioia
JUNE 11, 2025
There’s talk of more money coming your way in 2026 if you’re collecting Social Security—but don’t celebrate just yet. Early estimates suggest benefits could go up by 2.5% next year. That may sound like a win, especially after years of financial strain, but rising prices are quickly eating away at these increases—and that has many retirees asking: Will this raise actually make a difference?
Hodusoft
JUNE 11, 2025
From Reactive to Proactive: Revolutionizing Telecom Support with IP PBX Software “If you’re proactive, you focus on preparing. If you’re reactive, you end up focusing on repairing.” This quote by noted American author and orator John C. Maxwell is so true for telecom service providers such as Internet Telephony Service Providers (ITSPs), Internet Service Providers (ISPs), Managed Service Providers (MSPs), Communication Service Providers (CSPs), and more.
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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.
CSM Magazine
JUNE 11, 2025
Online specialist referrals have become a means of improving patient access to healthcare delivery in recent years by facilitating distant connections between patients and medical professionals. Online specialist referrals have given new practices access to an invaluable tool that can greatly improve patient care and operations. Referrals continue to be one of the most significant ways that NextClinic grows their patient numbers, despite statistics to the contrary.
Abby Connect
JUNE 11, 2025
The Industry: Fencing and High-End Landscaping Installation Services The Company: Green Hill Fence Company is an outdoor service provider specializing in high-end landscaping installation in upstate South Carolina. As an expanding business, they realized they needed Abby’s help to support customer calls. The Problem: Missed Opportunities “We missed a lot of opportunities to make new customers, and our existing customers were not getting the speedy responses they needed.
CSM Magazine
JUNE 11, 2025
People see hundreds of social media posts every day. Some ads grab attention, while others are ignored. What makes the difference is how well the ad connects with the social media audience. A great ad doesn’t need fancy designs—it needs to speak clearly, look good, and match the platform where it appears. Social media marketers don’t need huge budgets to run successful marketing campaigns.
Customer Think
JUNE 11, 2025
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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.
Abby Connect
JUNE 11, 2025
The Industry: Fencing and High-End Landscaping Installation Services The Company: Green Hill Fence Company is an outdoor service provider specializing in high-end landscaping installation in upstate South Carolina. As an expanding business, they realized they needed Abby’s help to support customer calls. The Problem: Missed Opportunities “We missed a lot of opportunities to make new customers, and our existing customers were not getting the speedy responses they needed.
Dialer 360
JUNE 11, 2025
Companies and call centers that use a phone to connect with clients must have their calls answered and delivered. Although it may seem easy, businesses around the world are finding it increasingly difficult to handle the billions of spam calls they receive. “According to CFCA , businesses lost $39 billion to spam calls in 2023.” Ignoring them becomes difficult, particularly when they originate from numbers that appear authentic.
Abby Connect
JUNE 11, 2025
The Industry: Chicago Criminal Defense Lawyer & Legal Business Owner The Company: Frank J. Himel is a criminal defense attorney and business owner operating in Chicago, IL. Voted one of the top 10 criminal defense attorneys in Chicago, his extremely busy schedule includes extensive case preparation, court attendance, investigations, interviews with witnesses, and so much more.
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