PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Voice of Customer (VoC) software had already disrupted traditional CSAT tracking, making it faster, cheaper, and more accessible. But even then, I couldn't have fully anticipated how AI would transform this landscape. Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

TeleDirect

JANUARY 30, 2025

The Legal Edge: Why Law Firms Benefit from Call Center Support For law firms, effective client communication is crucial for success, but managing a high volume of calls while focusing on casework can be overwhelming. This is why law firms need a call center to streamline client interactions, improve response times, and ensure seamless legal support.

Call Center 119

Call Center outsourcing Consulting Consulting 119

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? This incredible difference highlights the importance of implementing omnichannel contact center solutions to ensure seamless, integrated experiences across multiple communication channels.

contact center solutions 52

contact center solutions Contact Center Contact center software Multichannel 52

TeleDirect

JANUARY 30, 2025

How Outsourcing Simplifies Operations for U.S. Companies Facing Hiring Challenges Hiring and managing in-house teams can be a significant administrative burden for U.S. companies, leading to high costs, compliance complexities, and operational inefficiencies. Outsourcing simplifies these challenges, allowing businesses to streamline operations by leveraging external expertise.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

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

Cincom

JANUARY 30, 2025

78% of customers expect more personalization in interactions than ever before. This statistic was published in HubSpots 2024 Annual State of Service Trends Report. It highlights that customers no longer appreciate one-size-fits-all messaging; rather, they demand messages that are tailored according to their preferences and the stage of their journey with the brand.

Personalization 40

Personalization CRM Analytics Chatbots 40

Cincom

JANUARY 30, 2025

In this tech-driven era, keeping customers interested in the business is a full-time job. One of the recent studies revealed that on average, 65% of a companys revenue is from approximately 8% of their most loyal consumers and repeat customers. This clearly highlights that if companies limit themselves to standard loyalty programs, customers will not hesitate to leave, consequently cutting down a large chunk of your revenue.

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Avoxi

JANUARY 30, 2025

Understanding Global Voice for Twilio: All Your Options In One Place Theres no understating the growth and strength of the CPaaS (communications platform as a service) market in recent years. According to Insight Ace Analytic, the CPaaS market is valued at $15.26bn and expected to grow to $119.61bn by 2031. Theres no bigger competitor or,… The post Understanding Global Voice for Twilio: All Your Options In One Place appeared first on AVOXI.

Analytics 71

Analytics Marketing 71

Cincom

JANUARY 30, 2025

When businesses communicate in a way that resonates with their customers, they foster trust, loyalty, and meaningful long-term relationships. However, in todays digital world, where efficiency is the key, maintaining human connections with customers is quite challenging. Thats why having the relevant communication in place is important. But is that enough?

Multi-channel support 40

Multi-channel support CRM Finance APIs 40

Outsource Consultants

JANUARY 30, 2025

Ecommerce call center outsourcing has become a game-changer for online businesses looking to enhance customer support while managing costs. At Outsource Consultants, we’ve seen firsthand how this strategy can transform operations and boost customer satisfaction. However, like any business decision, it comes with its own set of advantages and challenges.

outsourcing 67

outsourcing Call Center CRM Average Handle Time 67

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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.

Cloud contact

Balto

JANUARY 30, 2025

What is Call Center Software? Call center software is the backbone of modern customer support and sales operations, streamlining communication across voice, email, and chat while enhancing agent performance through real-time guidance and automation. The best call center software is used by businesses to boost productivity, improve customer satisfaction, and ensure seamless communication across channels by incorporating essential call center software features.

call center software 52

call center software Call Center Multichannel Coaching 52

24-7 InTouch

JANUARY 30, 2025

IntouchCX honors World Mental Health Day by helping to destigmatize mental illness and foster an environment for self-care and open conversations.

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Concentrix

JANUARY 30, 2025

Discover the data behind the drivers of digital transformation in insurance, as well as what's enhancing efficiency and customer experience.

Customer Experience 48

Customer Experience Engineering Banking Technology 48

AWS Machine Learning

JANUARY 30, 2025

Today, we are announcing that DeepSeek AI s first-generation frontier model, DeepSeek-R1 , is available through Amazon SageMaker JumpStart and Amazon Bedrock Marketplace to deploy for inference. You can now use DeepSeek-R1 to build, experiment, and responsibly scale your generative AI ideas on AWS. In this post, we demonstrate how to get started with DeepSeek-R1 on Amazon Bedrock and SageMaker JumpStart.

APIs 135

APIs Scripts Feedback Engineering 135

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

JustCall

JANUARY 30, 2025

I know its a cliche, but a new year will always be a time of soul searching. Its more than just a break in the calendar – its a time when we do away with the old and bring in the new. But we dont do that randomly. We do that with deep thought and introspection. Both in our personal lives and our professional. So as we end the first month of a new year, I have to consider our growth and the lessons we have learned here at SaaS Labs over 2024 and what were doing in 2025.

SaaS 90

SaaS Engineering APIs Sales 90

AWS Machine Learning

JANUARY 30, 2025

Government and non-profit organizations evaluating grant proposals face a significant challenge: sifting through hundreds of detailed submissions, each with unique merits, to identify the most promising initiatives. This arduous, time-consuming process is typically the first step in the grant management process, which is critical to driving meaningful social impact.

Engineering 100

Engineering APIs Healthcare Government 100

TeleDirect

JANUARY 30, 2025

Patient Engagement Strategies for ACOs: The Role of Call Centers in Value-Based Care In the evolving healthcare landscape, patient engagement is a cornerstone of the Accountable Care Organization (ACO) model, which emphasizes value-based care. By fostering proactive communication, call centers can implement effective strategies such as personalized health reminders, educational calls, and wellness checks to enhance patient engagement and support ACO goals.

Call Center 79

Call Center Healthcare Education CRM 79

Cincom

JANUARY 30, 2025

Imagine you are renting a new apartment. The process begins with finding a place that meets your needs and agreeing with the landlord on rent, rules, and terms. Once youre both satisfied, you sign the lease agreement, formalizing the deal. Over time, youll ensure you pay rent on time and follow the terms laid out in the lease. When the contract nears its end, youll decide whether to renew it, renegotiate terms, or move out.

Management 52

Management Finance Healthcare CRM 52

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

CSM Magazine

JANUARY 30, 2025

Scaling customer experience is the holy grail for modern SaaS leaders in customer service and experience. You have successfully nailed down the product-market fit, and the customers start to pour in. But along with growth comes a challenge: How do you continue with the same levels of personalized and meaningful interactions without ballooning your operational costs?

Customer Experience 52

Customer Experience SaaS Chatbots Morale 52

Cincom

JANUARY 30, 2025

A pricing strategy is a structured approach that businesses use to determine the price they charge for their products or services. It involves analyzing various factors, including market demand, competition, production costs, and perceived value, to strike a balance between profitability and customer satisfaction. A well-thought-out pricing strategy not only ensures that a business remains competitive but also contributes significantly to its long-term growth and sustainability.

Marketing 52

Marketing Benchmark Sales Feedback 52

CSM Magazine

JANUARY 30, 2025

Small and medium-sized businesses (SMBs) face a unique challenge: they must compete with larger, more established companies while navigating limited resources, fluctuating markets, and evolving customer expectations. Growth is the goal, but scaling successfully requires more than just ambition. This is where business development consultants come in.

Consulting 52

Consulting Consulting Sales Analytics 52

Cincom

JANUARY 30, 2025

Quoting in a business context refers to the process of providing potential customers with a detailed and accurate estimate of costs for a product or service. It serves as a crucial step in the sales cycle, bridging the gap between initial inquiries and finalized deals. A quote typically includes pricing details, product specifications, delivery timelines, and terms of service.

CRM 52

CRM Morale Sales Strategic Value 52

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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

Brad Cleveland Blog

JANUARY 30, 2025

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you … Continue reading → The post Its Time to Build Your Customer Service Strategy appeared first on Brad Cleveland.

Customer Service 20

Customer Service Contact Center Call Center Customer Experience 20

Cincom

JANUARY 30, 2025

The billing process refers to the systematic approach businesses use to generate invoices and request payments for goods or services rendered. This process typically includes tracking transactions, calculating charges, generating detailed invoices, and ensuring timely payment collections. Efficient billing is a cornerstone of financial management, providing a clear record of business transactions and maintaining healthy cash flow.

CRM 40

CRM Banking Healthcare SaaS 40

AWS Machine Learning

JANUARY 30, 2025

The real-world data collected and derived from patient journeys offers a wealth of insights into patient characteristics and outcomes and the effectiveness and safety of medical innovations. Researchers ask questions about patient populations in the form of structured queries; however, without the right choice of structured query and deep familiarity with complex real-world patient datasets, many trends and patterns can remain undiscovered.

Healthcare 78

Healthcare APIs Engineering Analytics 78

Cincom

JANUARY 30, 2025

Business Process Management (BPM) is a structured methodology that focuses on designing, analyzing, optimizing, and automating business processes to achieve organizational objectives. At its core, BPM aims to create a seamless workflow that enhances productivity, minimizes errors, and adapts to changing business environments. BPM serves as a bridge between strategy and execution, ensuring that business operations align with organizational goals.

Management 40

Management Finance Analytics Healthcare 40

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

Cincom

JANUARY 30, 2025

Imagine youre a contractor building a custom house that will take a year to complete. You agree on a total price for the house, but instead of waiting until it’s finished to report all the income, you decide to use the Percentage of Completion method. This allows you to recognize revenue gradually as you complete stages of the project, such as laying the foundation, framing the structure, and installing the roof.

Construction 40

Construction Accountability Engineering Best practices 40