TechSee
MAY 8, 2025
In today’s service economy, speed isn’t just a benefit—it’s a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.
Contact Center Pipeline
MAY 8, 2025
Forrester Research’s most recent annual Customer Experience Index (CX Index™) rankings revealed several disturbing trends about the customer experience (CX).
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Momentum Telecom
MAY 8, 2025
Your agents are already in Microsoft Teams to collaborate. But when they have to leave that environment just to help customers, it creates friction. Theyre forced to juggle siloed tools, one for calls, another for chat, and yet another for email. It slows them down, increases errors, and wears them out. The result? Slower response times, missed insights, and frustrated customers.
ROI CX Solutions
MAY 8, 2025
Read Time: 7 minutes Table of Contents Defining intelligent virtual agents Key features of intelligent virtual agents How do intelligent virtual assistants work? How ROI CX Solutions Improves Efficiency with AI Tech Benefits of leveraging intelligent virtual agents Future trends in intelligent virtual agent technology Conclusion Introduction With customer expectations changing and developing all the time, many businesses struggle to cost-effectively scale their customer support solutions or prov
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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.
FluentStream
MAY 8, 2025
At FluentStream, weve always believed that delivering an amazing customer experience is just as important as providing innovative technology. Thats why were beyond proud to announce that FluentStream has received two major awards recognizing our dedication to customer service: Silver. Read More The post FluentStream Wins Two Awards Recognizing Excellence in Customer Service appeared first on FluentStream.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
MAY 8, 2025
Explore why modernizing contact centers is imperative to improve outcomes, reduce cost, and meet rising patient expectations.
Maru Group
MAY 8, 2025
Customer expectations have changed when it comes to home deliveries, and smart brands are delivering more to cater for the increasingly complex logistics in their customers lives. Half of UK consumers say that real-time, accurate delivery updates are more important to them now than before the pandemic, and perhaps surprisingly this is significantly higher amongst those with a hybrid working arrangement.
Concentrix
MAY 8, 2025
Concentrixs Trust & Safety and responsible AI experts will be at TrustCon 2025 for a series of talks and workshops on key industry topics. Join us and enrich the conversation!
TechSee
MAY 8, 2025
In todays service economy, speed isnt just a benefitits a brand. When Brinks set out to modernize their home security support model, they faced a challenge that still plagues many enterprises: complexity. Agents were relying on customers to describe security panel issues over the phone, often leading to misunderstandings, prolonged calls, and avoidable technician dispatches.
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.
ChurnZero
MAY 8, 2025
Sarah Kiley is chief sales officer at ChurnZero. With growth rates slowing and investors demanding profitability and efficiency, its no surprise that companies are being judged not only by how fast they grow, but even more critically by how well they retain. This is why gross revenue retention (GRR) is a top metric for SaaS boards in 2025. In fact, GRR isnt just a metricits a multiplier.
Calabrio
MAY 8, 2025
Digital Transformation Cloud vs. On-Premise Contact Centers: Which Model Will Drive Your Business Forward? Jump ahead Understanding the Fundamentals: Defining On-Premise and Cloud Contact Centers The Core Comparison: Cloud vs. On-Premise Contact Center Solutions Deep Dive: The Overwhelming Benefits of Cloud Contact Centers Meeting Skyrocketing Customer Expectations: The (Cloud) Omnichannel Imperative Addressing the Challenges of On-Premise Contact Center Solutions Making the Switch: Migrating fr
Customer Think
MAY 8, 2025
A sobering statistic continues to haunt the business world: according to McKinsey research, nearly 70% of digital transformations fail to deliver their intended outcomes. Despite billions invested in technology initiatives, organisations struggle to realise meaningful business value. The culprit?
Calabrio
MAY 8, 2025
Analytics Rethinking Government Contact Centers: The Strategic Imperative for Better Citizen Service Jump ahead Progress Undeniable But Gaps Remain Transforming the Government Contact Center: From Cost Center to Trust Builder Barriers to Service Excellence What Good Looks Like in Government Contact Centers Looking Ahead: From Compliance to Connection The Takeaway Share Book a demo Lets get started Across public-sector organizations, contact centers are essential gateways to inclusive, accessible
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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
MAY 8, 2025
Its Sunday night and I havent begun to write my Monday article, which is usually completed by Friday. I didnt have an opportunity to write on Friday or Saturday because we were in NYC getting a private tour of the MLB Replay Center which was truly amazing. Check this out!
CSM Magazine
MAY 8, 2025
Loyalty programs used to be simple. Points, discounts, maybe a birthday coupon. But let’s be honest today, that kind of loyalty is cheap. Customers expect more. They want value, personalization, and experiences that feel made just for them. The old rules? Out the window. If your loyalty program hasnt evolved in the past few years, odds are its already outdated.
Customer Think
MAY 8, 2025
Despite significant investments in personalization technology, most ecommerce brands struggle with a shocking reality: personalization tools have a low utilization rate and, according to Gartner research, the majority of marketers still struggle with personalization solutions. This disconnect between investment and implementation stems from a fundamental misalignment between personalization strategies and customer journey realities.
SharpenCX
MAY 8, 2025
Discover how to combine call center automation with human support to deliver faster, more personalized customer service. Learn key strategies and see how Sharpens Usable AI empowers agents while enhancing the customer experience.
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!
Customer Think
MAY 8, 2025
As many of you know, ValueSelling has a satellite office in Charleston, South Carolina. At the time of writing, spring is in full swingit feels like the whole city is shaking off the gray winter and embracing the opportunity to gather outside again.
Momentum Telecom
MAY 8, 2025
Everyone wants to unlock the potential of AI. However, few organizations stop to ask the most important question: Where does that journey actually start? AI isnt plug-and-play. It doesnt begin with a chatbot or end with automation. It starts with datastructured, centralized, and accessible. And for most companies, thats exactly whats missing. The issue isnt that you lack data.
Customer Think
MAY 8, 2025
This is a short excerpt of data from The State of Martech 2025 report that will be released on May 6, 2025. You can get the complete 100+ page report and access to an extended keynote presentation of our research by registering for free for #MartechDay.
Customer Think
MAY 8, 2025
Have you ever found yourself shopping online, only to get frustrated by a complex login process? Maybe you cant remember your password, only to try to reset it but then cant remember your username or which email address you provided.
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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.
Customer Think
MAY 8, 2025
For consumer-facing businesses, customer retention is always a challenge, one often addressed through loyalty strategies. However, to be effective, loyalty programs must stand out from competitors’ offerings. As competition intensifies, AI offers a clear path to strengthening loyalty strategies and delivering real returns on investment.
Customer Think
MAY 8, 2025
Third in a three-part series. Here are Part 1 and Part 2. This article concludes our three-part series on what managers do when they observe, make decisions, and take action. Part 1 covered observation. Part 2 covered deciding. In this piece, I will reveal the behaviors of successful managers when it’s time to take action.
Customer Think
MAY 8, 2025
When it comes to choosing an outsourcing partner, most companies weigh two factorscost and quality. High-quality providers tend to deliver consistently across all customer-support channels; costs, however, vary widely. Expense depends on location, service scope, and the pricing model chosen.
Customer Think
MAY 8, 2025
Marketers love to call time on big, behemoth technologies. Disruption makes a great slogan (we all remember “email is dead,” which was catchy but ultimately incorrect). Now agentic AI has stepped into the spotlight, and people are wondering if SaaS is on the chopping block.
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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.
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