Contact Center Pipeline
JULY 3, 2025
Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is no “silver bullet” for managers that will solve every problem or keep their business ahead of fast-moving changes. The critical function of outbound dialing will always be reaching people.
PeopleMetrics
JULY 3, 2025
Now that you know what NPS is (and what it isn’t) let’s get practical. The truth is that too many organizations treat NPS as a box to check. They ask “the question,” report the score to the leadership team or board, and move on. But if you don’t get the basics right, you risk collecting biased, unreliable, or flat-out useless data! That’s why the best companies invest time in designing their NPS surveys carefully, so they get feedback they can trust and act on.
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3CLogic
JULY 3, 2025
In today’s customer-centric world, responsiveness isn’t just a goal, it’s a necessity. Yet after navigating sophisticated IVRs or AI assistants, most callers hit a static queue where personalization stops and everyone waits the same. Even though a Gartner survey shows self-service now resolves 14% of all issues (and 36% of very simple ones), the vast majority still need a live agent and long hold times rank among their top three frustrations.
CSM Magazine
JULY 3, 2025
Research shows that 86% of buyers will pay more for a better customer experience, yet many businesses struggle to pinpoint exactly where their customers encounter problems. The solution lies in customer journey analytics—a powerful approach that reveals hidden friction points and transforms your understanding of the customer experience. Customer journey analytics examine every touchpoint a customer has with your business, from initial awareness to post-purchase support.
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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.
24-7 InTouch
JULY 3, 2025
With customers expecting faster, more natural interactions across multiple channels, businesses must find ways to advance voice communication without losing the human touch. Scaling personalized voice interactions is now more achievable than ever, as emerging technologies overcome past limitations—enhancing human agents capabilities, moving beyond rigid scripts, and enabling natural, context-aware conversations across languages and channels.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ChurnZero
JULY 3, 2025
Picture this: You work for a startup. You know customer success is essential. But you’re struggling to build a robust CS function without overextending your resources. Sound familiar? Enter fractional customer success leadership: hiring a seasoned CS professional to take on a role on a part-time or contract basis. This might just be the flexible, scalable solution you’ve been searching for.
CSM Magazine
JULY 3, 2025
These days, where customer feedback travels fast and far, the right customer complaint management software can make all the difference. But with so many options out there, how do you choose the best tool for your team? For customer service managers looking to improve their responsiveness and manage complaints with efficiency, we’ve put together a list of the 10 best customer complaint software that deserves your attention. 1.
Concentrix
JULY 3, 2025
Skip to content Careers English Search Solution Sheet Transforming Conversations into Conversions with Agentforce Download Bridging the Gap Between Humans and AI Scale your workforce on demand with a cutting-edge suite of autonomous AI agents that augment employees and handle tasks in service, sales, marketing, and commerce, driving unprecedented efficiency and customer satisfaction.
CSM Magazine
JULY 3, 2025
TalkTalk is enhancing its customer service capabilities by leveraging NiCE’s AI-powered platform, CXone Mpower. The collaboration aims to consolidate TalkTalk’s various operating systems into a unified AI platform, empowering frontline agents with streamlined processes and intelligent automated tools for real-time customer interactions. By implementing CXone Mpower, TalkTalk seeks to improve response times, enhance accuracy in issue resolution, and deliver a seamless customer experie
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.
Concentrix
JULY 3, 2025
Concentrix Celebrates Monumental Achievement in Innovation, Reinforcing Market Position NEWARK, Calif. (July 1, 2025) – Concentrix Corporation (NASDAQ: CNXC), a global technology and services leader, is thrilled to announce our recent success at the prestigious Globee Awards for Technology, where we received five outstanding accolades across various categories.
CSM Magazine
JULY 3, 2025
Customer journeys work best when they’re not just a straight line but a map drawn with the customer in mind. That’s where AI steps in. With AI, brands can stop guessing and start listening, using signals from each interaction to make the entire experience more personal and helpful. Done right, AI turns scattered touchpoints into a connected path that feels natural, not forced.
AWS Machine Learning
JULY 3, 2025
In the telecommunications industry, managing complex network infrastructures requires processing vast amounts of data from multiple sources. Network engineers often spend considerable time manually gathering and analyzing this data, taking away valuable hours that could be spent on strategic initiatives. This challenge led Swisscom , Switzerland’s leading telecommunications provider, to explore how AI can transform their network operations.
CSM Magazine
JULY 3, 2025
Manhattan Associates has introduced new enhancements to Manhattan Active Omni, focusing on improving customer experiences and operational efficiency. The updates include advanced AI-powered tools for customer engagement, flexible fulfilment, and support for over 30 languages in customer inquiries via chat or email through Manhattan Active Maven. Retailers can now benefit from features like order edits, invoice requests, returns, and digital product support, transforming how they interact with cu
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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.
Customer Think
JULY 3, 2025
Revenue comes from customers. So what I’m about to reveal is written from your customer’s perspective. Everything I do with business leaders is designed to reduce the gap between what the leaders think and what their customers think. Closing that gap is the most effective, powerful, and consistent way to grow sales.
CSM Magazine
JULY 3, 2025
Cognizant and Salesforce have expanded their partnership to offer new services for deploying AI agents to transform customer and business operations. The services aim to accelerate the adoption of AI-augmented workforces by combining human expertise with autonomous agents to enhance productivity and scalability. Agentforce, Salesforce’s digital labor platform, facilitates the integration of autonomous AI agents into workflows, providing access to partner-built actions and templates for rap
Concentrix
JULY 3, 2025
Skip to content Careers English Search Blog Are You the Product? How Your Chatbot Chats Feed AI Model Training While online users usually appreciate the creative capabilities of Generative Pre-trained Transformers (GPTs) and powerful large language models (LLMs), most people tend to be cautious about sharing personal details. Yet this hasn’t prevented generative AI (GenAI) from expanding over the last two years.
CSM Magazine
JULY 3, 2025
Thoma Bravo is in advanced talks to acquire Verint, the customer relationship software company, amidst the AI revolution impacting the CRM sector. The deal value remains undisclosed, with Verint’s market capitalization currently at $1.1 billion. Verint’s shares surged by 15% in after-hours trading following the news of the potential acquisition.
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!
ROI CX Solutions
JULY 3, 2025
Outsourcing data annotation to a BPO saves time, reduces costs, and ensures higher accuracy compared to building an in-house team. BPO providers have the tools, expertise, and scalable workforce needed to handle large volumes of data quickly and consistently, allowing enterprises to focus on core business and accelerate AI initiatives without the burden of managing annotation internally.
CSM Magazine
JULY 3, 2025
SAP has launched a new cloud edition of SAP Customer Checkout, offering a seamless, efficient, and scalable point-of-sale solution for various industries. The evolution of SAP Customer Checkout began in 2014 as an on-premise solution and has now transitioned to the cloud, catering to over 900 customers in more than 50 countries. The cloud edition includes two components: SAP Customer Checkout manager, cloud edition, and SAP Customer Checkout point-of-sale, cloud edition, providing centralized pl
Dialer 360
JULY 3, 2025
After enhancements in Artificial Intelligence, Conversational AI has become the future of communication. It’s already here. According to a report by Itransition , “The conversational AI platform software market was valued at $234.82 million in 2024 and is expected to reach $589.76 million by 2031”. Conversational AI is more than just a trending topic; it might be the future of customer service.
CSM Magazine
JULY 3, 2025
Trailways has been recognized as one of the top three bus companies in the United States by USA Today’s 10 Best Readers’ Choice Awards 2025. The award acknowledges Trailways for its commitment to safe, affordable, and enjoyable travel experiences, offering modern amenities that redefine comfortable and reliable travel. “We’re honored to be recognized by USA Today and their readers,” said Robert Brisman , Chairman of Trailways. “This acknowledgment reflects
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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
JULY 3, 2025
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Hodusoft
JULY 3, 2025
How AI is Redefining Healthcare Call Centers in the Digital Age: Top 5 Trends The advent and growing popularity of generative artificial intelligence (AI) has changed the face of the healthcare sector. As noted technocrat Benjamin Bell, “Al will not replace doctors, but instead will augment them, enabling physicians to practice better medicine with greater accuracy and increased efficiency” As another quote of renowned surgeon and writer Dr Atul Gawande said, “‘What we ar
Customer Think
JULY 3, 2025
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AWS Machine Learning
JULY 3, 2025
Although rapid generative AI advancements are revolutionizing organizational natural language processing tasks, developers and data scientists face significant challenges customizing these large models. These hurdles include managing complex workflows, efficiently preparing large datasets for fine-tuning, implementing sophisticated fine-tuning techniques while optimizing computational resources, consistently tracking model performance, and achieving reliable, scalable deployment.The fragmented n
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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.
Customer Think
JULY 3, 2025
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Customer Think
JULY 3, 2025
Source: Adobe Stock If we’re honest, we’d admit that much of B2B marketing today is performance. It’s shallow, lacks the nuance that comes with buyer context, and suffers from irrelevance.
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