TeleDirect

MAY 7, 2025

How Outsourced Call Centers Help Small Businesses Scale Quickly Introduction For small businesses looking to grow, partnering with an outsourced call center can be a game-changing strategy for scaling customer service operations.Limited staff, budget constraints, and inconsistent customer engagement often stand in the way. Thats where outsourced call centers come inproviding a cost-effective, professional, and scalable solution that allows small businesses to compete with larger players.

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CCNG

MAY 14, 2025

Key Takeaways CX Drives Brand Loyalty and Growth Like Chick-fil-As exceptional service has fueled its growth, delivering superior CX in your contact center can differentiate your brand, create loyal advocates, and boost revenue. Key Challenges Hindering CX Excellence Common pitfalls include disjointed technology, high agent turnover, and a lack of a CX-centric culture.

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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.

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OctopusTech

MAY 20, 2025

The world of customer service has become so dynamic as companies seek to serve customers better. Most contact center companies are utilizing innovation and leveraging technologies, including artificial intelligence, to deliver exceptional customer experiences. In this article, we explore the top call center companies in the United States. 1. Octopus Tech Octopus Tech is a leading call center outsourcing firm that serves global clients.

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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.

Ansafone

MAY 12, 2025

At Ansafone Contact Centers, we understand that managing customer interactions effectively is a top priority for businessesyet maintaining an in-house call center can come at a significant cost. Call center outsourcing costs refer to the financial investment companies make when they partner with an experienced provider to handle their customer communication channels.

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CX Journey

MAY 21, 2025

In boardrooms across a multitude of industries around the world, conversations about business transformation are accelerating, for a variety of reasons. AI, automation, analytics – these tools are now central to strategic roadmaps. But heres the growing danger: in the race to modernize, many organizations are starting with technology and working backward.

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CCNG

MAY 21, 2025

At a recent Enterprise Connect awards ceremony, one of the honorees stepped up to the mic and said something thats been echoing in my head ever since: This award means a lot because our work is usually thankless. We dont hear thank you. We dont get recognized. What struck me wasnt just what he saidbut how the room responded. There was no hush. No discomfort.

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CSM Magazine

MAY 30, 2025

Acquiring new customers is always a key focus, but retaining those customers is where long-term success lies. Statistically, it costs five times more to attract a new customer than to retain an existing one. Additionally, loyal customers are often more likely to make repeat purchases, refer others, and spend more over time. What is Customer Retention?

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Contact Center Pipeline

MAY 21, 2025

Data and analytics have become pivotal in driving efficiency, improving customer satisfaction, and ensuring operational excellence in the contact center industry. The integration of artificial intelligence (AI) has further revolutionized how contact centers manage and utilize data.

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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.

Coaching

JustCall

MAY 21, 2025

Strong business relationships dont just happen; they are cultivated through intentional acts of appreciation and acknowledgment. Expressing gratitude through a thank you note can make all the difference in showing respect, value, and loyalty to your partners. These small yet powerful actions build trust and help partnerships flourish. This guide will walk you through the importance of gratitude in business relationships, the psychology behind it, and how to craft meaningful thank you notes for v

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ShepHyken

MAY 20, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What are the top expectations customers have from brands? What role does AI play in enhancing customer interactions and support? How many bad experiences does it take before a customer stops doing business with a company? Why is it important for companies to use their products?

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PeopleMetrics

MAY 27, 2025

I started this series because of one news story: A $10 million fraud indictment involving two intertwined market research firms, Op4G and Slice. This 10-part blog series is our deep dive into how survey fraud happens, why detection tools are falling short, and what research leaders must do now to protect the future of insights. Whether youre a CX leader, a market researcher, or a data-driven decision-maker, this series offers the knowledgeand the toolsyou need to move forward with confidence.

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CCNG

MAY 7, 2025

Would you rather be a king 500 years ago or a middle-class person today? Your answer says a lot about how you understand human satisfaction. If you think satisfaction is about objective conditionsclean water, antibiotics, Google in your pocketyoull probably choose modern middle class. If you think its all relative that satisfaction lives in the gap between what you expected and what you gotyou might lean king.

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AI has transformed how enterprises deliver customer service, enabling faster engagement, problem-solving, and cost savings. However, traditional AI Agents often rely on rigid conversation flows, risking customer trust when conversations stray from predefined paths. These limitations prevent businesses from fully realizing AI’s potential for cost-efficiency and productivity.

Enterprise

CSM Magazine

MAY 26, 2025

In the personal loan industry, competition is growingand so are customer expectations. Todays borrowers want more than fast approval; they expect support at every step. Whether theyre choosing traditional bank products, credit union offers, digital services, or flexible ASAP Finance loans , people now look for the same high level of care. And if they dont get it, they simply move onthe market gives them that choice.

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BlueOcean

MAY 7, 2025

Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if its implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, your revolutionary analytics platformthey’re all just expensive disappointments waiting to happen without a strategic implementation pl

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AWS Machine Learning

MAY 30, 2025

Generative AI applications seem simpleinvoke a foundation model (FM) with the right context to generate a response. In reality, its a much more complex system involving workflows that invoke FMs, tools, and APIs and that use domain-specific data to ground responses with patterns such as Retrieval Augmented Generation (RAG) and workflows involving agents.

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ShepHyken

MAY 27, 2025

Ive been reviewing my customer experience research , specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove thatcustomers are frustrated and lack confidence in how companies are using AI: In general, 57% of customers are frustrated by AI-fueled self-service options. 49% of customers say technologies like AI and ChatGPT scare them. 51% of customers have received wrong or incorrect information from an AI self-service bot.

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The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.

Contact Center

JustCall

MAY 27, 2025

Losing access to your phone number can feel like losing a part of your identity. Whether its a long-held personal number tied to sentimental connections or a professional number linked to your business contacts, reclaiming an old phone number is crucial. Perhaps you’ve changed providers, let your plan lapse, or simply forgotten to renew service.

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Telecommunications Accountability Personalization Management 52

TechSee

MAY 30, 2025

Customer Relationship Management (CRM) systems were designed to centralize data and simplify customer service operations. But in 2025, centralization isnt enough. Leading enterprises are discovering that their CRM is only as powerful as the context it captures. And context, increasingly, is visual. Text fields, tickets, and chat logs can only go so far in accurately describing a problem.

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CRM Average Handle Time Enterprise Management 109

CSM Magazine

MAY 22, 2025

While providing outstanding service is vital, sometimes a little extra gesture, like a thoughtful thank you note, can take a customer’s experience from good to unforgettable. However, knowing exactly what to write in a thank you note can be a challenge. Should it be formal or casual? Sincere or strategic? The answer lies in striking the perfect balance between professionalism, authenticity, and a personalized touch.

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Customer Service Feedback Personalization Sales 52

3CLogic

MAY 20, 2025

If you are responsible for managing customer service operations, you are likely familiar with IVR (Interactive Voice Response) systems. These automated systems have been a staple of call centers for decades, helping route calls and handle simple queries without the need for human intervention. But as technology evolves, Voice AI is becoming a game-changer in the customer experience space.

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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

AWS Machine Learning

MAY 1, 2025

Multimodal fine-tuning represents a powerful approach for customizing foundation models (FMs) to excel at specific tasks that involve both visual and textual information. Although base multimodal models offer impressive general capabilities, they often fall short when faced with specialized visual tasks, domain-specific content, or particular output formatting requirements.

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Best practices Engineering Benchmark Analytics 86

Global Response

MAY 27, 2025

Read Time: 13 minutes Table of Contents Introduction For any business that works directly with other businesses, business-to-business (B2B) customer service is a crucial part of business strategy, affecting everything from client retention to long-term revenue. Today, we’re taking an in-depth look at the ins and outs of B2B customer service, from how to ensure B2B success to how quality B2B customer service affects your performance, as well as the best ways to ensure an excellent customer

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JustCall

MAY 21, 2025

Remember the days of dial-up internet? That distinctive series of beeps and static as your computer struggled to connect to the online world, rendering your home phone line completely unusable until you disconnected? Digital Subscriber Line (DSL) technology has changed the way we access broadband internet by converting regular telephone lines into high-speed connections.

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Wireless Telecommunications Technology voip 40

Interactions

MAY 7, 2025

Contacting a utility companys customer service is no ones idea of a fun way to spend an afternoon. Yet, some aspects of the customer experience are particularly frustrating for utility customerslong wait times, confusing payment processes, and poor communication are among the most common complaints. Dissatisfied customers can cost your business more than just goodwill.

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Interactive Voice Response Wait times Chatbots Accountability 62

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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

CSM Magazine

MAY 17, 2025

The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.

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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.

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AWS Machine Learning

MAY 30, 2025

Generative AI revolutionizes business operations through various applications, including conversational assistants such as Amazons Rufus and Amazon Seller Assistant. Additionally, some of the most impactful generative AI applications operate autonomously behind the scenes, an essential capability that empowers enterprises to transform their operations, data processing, and content creation at scale.

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