AWS Machine Learning
MARCH 14, 2025
Computer use is a breakthrough capability from Anthropic that allows foundation models (FMs) to visually perceive and interpret digital interfaces. This capability enables Anthropics Claude models to identify whats on a screen, understand the context of UI elements, and recognize actions that should be performed such as clicking buttons, typing text, scrolling, and navigating between applications.
CX Accelerator
MARCH 14, 2025
With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!
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AWS Machine Learning
MARCH 14, 2025
Organizations building and deploying AI applications, particularly those using large language models (LLMs) with Retrieval Augmented Generation (RAG) systems, face a significant challenge: how to evaluate AI outputs effectively throughout the application lifecycle. As these AI technologies become more sophisticated and widely adopted, maintaining consistent quality and performance becomes increasingly complex.
TeleDirect
MARCH 14, 2025
5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important. A lack of proper time zone management can lead to delays, missed opportunities, and customer dissatisfaction.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Outsource Consultants
MARCH 14, 2025
In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like. Here’s your conversational, practical guide to what’s shaping healthcare CX today.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
MARCH 14, 2025
Weve all been there. Youre in the middle of sharing a thought, a story, or maybe even a concern, and you can just feel itthat unmistakable sense that the person you’re speaking to isnt paying attention. Whether its in personal conversations, workplace meetings, or even customer interactions, being unheard can lead to frustration and misunderstandings.
TeleDirect
MARCH 14, 2025
24/7 Call Center Solutions: Enhancing Customer Experience Around the Clock 24/7 Call Center Solutions are essential for businesses aiming to provide seamless customer support, enhance customer satisfaction, and stay competitive in todays fast-paced marketplace. With customers expecting instant responses and real-time assistance, businesses need a 24/7 call center to handle inquiries, resolve issues, and provide personalized service at any time of the day or night.
CSM Magazine
MARCH 14, 2025
Advancements in AI-driven customer experience (CX) solutions have changed the game for businesses, especially in retail and e-commerce. But does your CX lack the human touch? Companies are now leveraging chatbots, virtual assistants, and AI tools to streamline interactions, offering efficient and accurate customer support around the clock. But while these innovations bring clear advantages, customers often crave the warmth and connection associated with human interaction.
ChurnZero
MARCH 14, 2025
Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. Any of these sound familiar? These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer).
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.
CSM Magazine
MARCH 14, 2025
A simple trip to Walmart in Waxhaw, North Carolina, turned into a frustrating experience for a customer named Jack, whose complaint about long checkout lines has sparked a larger conversation about efficiency, customer experience, and the role of self-checkouts in retail. Jacks story isnt unique, but it does highlight an important issue retailers face today.
ChurnZero
MARCH 14, 2025
Customer success needs to align with revenue. NRR (net revenue retention) is our north star. Renewals should be an outcome of good customer success. Any of these sound familiar? These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer).
CSM Magazine
MARCH 14, 2025
Effective customer service coaching is essentialnot just to ensure your team meets customer expectations but to help them exceed them. Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. It hinges on equipping your staff with the right skills and creating a continuous learning environment.
Brad Cleveland Blog
MARCH 14, 2025
To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity, and that’s storytelling. … Continue reading → The post The Power of Telling Your Customers’ Stories appeared first on Brad Cleveland.
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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.
CSM Magazine
MARCH 14, 2025
Across every industry, companies need to focus on supporting their most vulnerable customers. Whether its people living with disabilities, elderly customers, or those experiencing financial hardship, addressing their challenges effectively can improve customer satisfaction, foster loyalty, and ultimately drive business growth. By leveraging data, pattern recognition, and automation, AI empowers businesses to not only detect but also proactively address the needs of vulnerable customers.
Interactions
MARCH 14, 2025
As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. Especially in heavily regulated industries like financial services, the potential benefits of an AI-driven solution cannot outweigh compliance red flags.
CSM Magazine
MARCH 14, 2025
As consumer habits shift and expectations grow, brands face increasing pressure to create loyalty programs that feel personal, relevant, and rewarding. The way businesses reach customers is being updated with the help of AI, more engaging games, and new technology. This affects everyone. For businesses, keeping up with these trends is the key to building trust and ensuring long-term success.
PeopleMetrics
MARCH 14, 2025
To incentivize or not to incentivize? That's still the question, even in the AI-driven age. Incentives in customer surveys originate from traditional market research, where surveys are often lengthy, complex, and required substantial participant timethink about doctors answering detailed questionnaires about medications they prescribe. In such cases, incentives make sense because they're essential to getting busy professionals to provide meaningful insights.
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
MARCH 14, 2025
The latest US census data shows that about 95 percent of US homes have an internet connection. Here, we look at the importance of customer service in a world where digital connectivity has transformed customer expectations and raised the bar for businesses. Americans go online from home to work, communicate and carry out day to day tasks such as shopping and banking, so it is no exaggeration to say that their internet service providers (ISPs) are just as important as utility providers who deal i
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