CSM Magazine
JUNE 20, 2025
Dealing with upset customers is one of the most challenging aspects of customer-facing roles. Yet, offering stellar customer service hinges on the ability to remain calm, empathetic, and solution-oriented during moments of escalation. The technique of positive positioning is a highly effective strategy that can help de-escalate tense situations while maintaining customer satisfaction and loyalty.
TeleDirect
JUNE 20, 2025
Why Your Healthcare Practice Needs a Specialized Medical Call Center Introduction In today’s healthcare landscape, patient expectations have evolved dramatically. Patients demand timely communication, personalized attention, and seamless coordination at every stage of their care journey. For healthcare providers, managing these demands while maintaining clinical excellence can be overwhelming.
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CSM Magazine
JUNE 20, 2025
For many businesses, contact center agents are the first human touchpoint customers encounter. The impression left by that first interaction often determines customer satisfaction, loyalty, and consequently, the success of your brand. Mastering essential telephone skills is not only critical for providing excellent customer service but can also streamline operations and improve overall business efficiency.
PeopleMetrics
JUNE 20, 2025
Even if you missed the rest of the series, read this one! This is the final post in our blog series unpacking the most important shift facing brands and employers today: Gen Z and Millennials are no longer “the future,” they are the now. These generations don’t just consume experiences, they curate, judge, and share them. They’re savvy, sensitive to purpose, shaped by financial stress, and raised in a world of instant access and constant change.
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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.
Steve DiGioia
JUNE 20, 2025
Millions of Americans are in for a welcome surprise this June 2025: they could qualify for up to $292 in monthly SNAP benefits — and many don’t even know they’re eligible. With food prices staying stubbornly high, this lifeline could be the difference between struggling and surviving. But you need to know the rules, and the clock is ticking if you want your share before June ends.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
JUNE 20, 2025
New Yorkers, check your mailboxes — a surprise $400 check could be heading your way this fall, and you won’t have to lift a finger to get it. That’s right, under a new $2 billion initiative baked into New York’s latest state budget, millions of residents will automaticaally receive an “inflation refund” check in the mail. No applications, no websites to visit, and absolutely no strings attached.
ChurnZero
JUNE 20, 2025
It’s not personality that makes a top-performing CSM, says Ryan Johansen. Nor is it EQ, customer-centricity, or luck. Instead, it’s the daily practice of super-effective habits. What are the top CSM habits that separate the best from the rest—and how can you practice them? In our latest ChurnZero webinar, productivity expert Ryan shared the five habits he’s consistently observed in the most effective CSMs—habits that drive the biggest outcomes, earn seats at leadership tables, and provide the ba
CSM Magazine
JUNE 20, 2025
For any iGaming operator, moving into regulated markets is a big step forward, but it also means a lot of work to be compliant and meet high customer service standards. One example that stands out is Soft2Bet’s introduction into the U.S. industry through New Jersey, which is very competitive and has strict rules. Their method of growing customer support while keeping the player experience great teaches other operators a lot, especially those going through comparable changes.
Customer Think
JUNE 20, 2025
In today’s rapidly evolving digital landscape, the decision to adopt Agentic Artificial Intelligence (AI)—systems capable of autonomous decision-making, adaptive learning, and complex task execution—requires careful strategic evaluation.
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.
Help Scout
JUNE 20, 2025
Design better by listening first. Learn how Help Scout product designers use support conversations to build empathy, improve products, and stay close to customers.
Customer Think
JUNE 20, 2025
Customer experience (CX) has long been a critical business differentiator—but in 2025, it’s not enough. Modern customers don’t just interact with your brand; they experience it holistically—across touchpoints, across departments, and over time.
Hodusoft
JUNE 20, 2025
The Power of Auto Dialers in Driving Telecom Sales and Collection Campaigns In today’s highly competitive telecom world, every second counts. Whether you’re trying to connect with new customers or support existing ones, manual dialing just can’t keep up. That’s where auto dialers make a real difference. How? They take the load off by automatically calling thousands of contacts—freeing up your agents to focus on what really matters: high-value conversations, not repetitive dialing.
Customer Think
JUNE 20, 2025
We see the impact from B2B content overwhelm increasing…everywhere. There’s never been so many options for information at everyone’s fingertips. Gen AI has become the megaphone for content that flattens your buyers’ attention spans. There’s nothing wrong with most of it.
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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.
Brad Cleveland Blog
JUNE 20, 2025
I recently had the opportunity to join Nathan Bennett on CX-WISE for a conversation that blended two of my greatest passions: customer experience and aviation. As someone who’s spent decades working with organizations across industries—and who’s had the joy of flying in a restored Spitfire—I’ve come to appreciate how similar these two disciplines can be.
Customer Think
JUNE 20, 2025
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with that is utilizing generative AI to automate its claims processing.
JustCall
JUNE 20, 2025
Apple’s iOS 26 update just rewrote the rules of outbound sales. Thanks to AI-powered call screening, cold calls from unknown numbers are now filtered before the phone even rings. If your number is unverified or your dialer delays the rep connection, you’re done! No ring. No pickup. No pitch. And, no pipeline. Why sales leaders are paying attention Outbound has always been a numbers game.
Customer Think
JUNE 20, 2025
Branding is the promise that your marketing makes; your brand is the promise that your company keeps.—Kristin Zhivago Last week, I wrote about how to stop AI from killing your company. This week, I want to talk about how you can stop yourself from killing your company.
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!
CSM Magazine
JUNE 20, 2025
Switzerland is renowned as a premier financial hub, especially for asset management. With its robust regulatory framework, sophisticated financial services infrastructure, and access to global markets, Switzerland offers numerous opportunities for asset managers. Acquiring an asset management license in Switzerland is a strategic move for businesses looking to build a credible and compliant foundation for asset management operations.
Customer Think
JUNE 20, 2025
This article sounds like a beast, but it’s one of the shortest I’ve ever written. My backup title was Adventures in Account Management, but I didn’t want to get too cute. Here we go! I was at the optometrist’s office, waiting for my broken glasses to be fixed, when SHE walked in.
Customer Think
JUNE 20, 2025
Source: Canva, copyright-free Try these three tactics in your email marketing to delight your audience and increase your engagement. It’s nearly fifty years since that very first marketing email was sent out. The state of email marketing today? It’s ubiquitous because marketers know they must be where people’s eyes are.
Customer Think
JUNE 20, 2025
Artificial Intelligence (AI) has swiftly moved from a buzzword to a powerful, indispensable tool that is fundamentally changing industries, reshaping how we work, communicate, and even travel. Over the past few years, AI has rapidly evolved, moving beyond simple problem-solving tasks to handle complex challenges in real-time.
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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
JUNE 20, 2025
Go-to-market (GTM) initiatives are the driving force behind business growth. But too often, products either fail to resonate with customers, or worse, never successfully launch. Recent Mural research uncovered why GTM teams frequently find themselves misaligned and often working toward different goals.
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