Callminer
JANUARY 27, 2025
Effective call center agents are crucial in shaping customer experience and fostering brand loyalty. Read this blog for top tips to measuring and improving call center agent effectiveness.
NobelBiz
JANUARY 28, 2025
With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.
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CustomerServ
JANUARY 28, 2025
Africa is the talk of the call center community, and the region is well positioned as the next high growth market for business process outsourcing (BPO).
Callminer
JANUARY 29, 2025
AI is transforming the way call centers operate in numerous ways, including by automating quality monitoring and enabling companies to maintain rigorous quality standards. Learn how in this blog.
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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 Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Calabrio
JANUARY 27, 2025
Customer Interaction Analytics How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to be done to resolve the issues.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JANUARY 28, 2025
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies leverage loyalty programs to generate additional revenue? Can loyalty programs drive repeat business without sacrificing the quality of customer experience? How can technology help create a seamless customer experience within a loyalty program?
PeopleMetrics
JANUARY 29, 2025
In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. In 2017, these two disciplines were starting to converge. Today, thanks to AI, that convergence has accelerated in ways that I could never have imagined 8 years ago.
AWS Machine Learning
JANUARY 28, 2025
Evaluating large language models (LLMs) is crucial as LLM-based systems become increasingly powerful and relevant in our society. Rigorous testing allows us to understand an LLMs capabilities, limitations, and potential biases, and provide actionable feedback to identify and mitigate risk. Furthermore, evaluation processes are important not only for LLMs, but are becoming essential for assessing prompt template quality, input data quality, and ultimately, the entire application stack.
TechSee
JANUARY 27, 2025
Artificial Intelligence (AI) is more than just automation; it’s about making smart decisions. That’s where AI Reasoning comes into play. Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences.
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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.
ShepHyken
JANUARY 28, 2025
Some very popular business sayings are potentially detrimental to your organization. I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Ive written full articles about some of these topics in the past.
PeopleMetrics
JANUARY 31, 2025
When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. That hasnt changed. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.
3CLogic
JANUARY 28, 2025
When contact center solutions and customer relationship management platforms were first introduced to the market, they served distinctly different purposes. Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. Over time, CRM and CCaaS solutions have evolved to increasingly encroach into each other's spaces, resulting in overlapping features and functionalities.
AWS Machine Learning
JANUARY 31, 2025
Digital pathology is essential for the diagnosis and treatment of cancer, playing a critical role in healthcare delivery and pharmaceutical research and development. Pathology traditionally relies heavily on pathologist expertise and experience to conduct meticulous examination of tissue samples to identify abnormalities. However, the increasing complexity and volume of cases necessitate advanced tools to assist pathologists in making faster, more accurate diagnoses.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
ShepHyken
JANUARY 26, 2025
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, comp
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
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.
AWS Machine Learning
JANUARY 27, 2025
Amazon has introduced two new creative content generation models on Amazon Bedrock : Amazon Nova Canvas for image generation and Amazon Nova Reel for video creation. These models transform text and image inputs into custom visuals, opening up creative opportunities for both professional and personal projects. Nova Canvas, a state-of-the-art image generation model, creates professional-grade images from text and image inputs, ideal for applications in advertising, marketing, and entertainment.
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Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
ChurnZero
JANUARY 31, 2025
In 2024s Customer Success Leadership Study , 87% of participants said their teams use or have immediate plans to adopt AI. However, only 21% said they have purpose-built AI products in their CS tech stacks. Optimistically, we can infer a healthy picture of experimentation and pilot projects with AI point products. It makes sense to try point solutions, especially if your CS team is still figuring out other things like your renewal process and plays, or your adoption methodology.
Return Customer
JANUARY 31, 2025
When it comes to any type of business, great customer service is key to making more money. If you run an online store, its even more important. Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. Modern shoppers want more than good products. They expect a shopping experience that feels personal and memorable.
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.
AWS Machine Learning
JANUARY 31, 2025
This is a guest blog post co-written with Jordan Knight, Sara Reynolds, George Lee from Travelers. Foundation models (FMs) are used in many ways and perform well on tasks including text generation, text summarization, and question answering. Increasingly, FMs are completing tasks that were previously solved by supervised learning, which is a subset of machine learning (ML) that involves training algorithms using a labeled dataset.
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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp
Interaction Metrics
JANUARY 31, 2025
Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction. This guide covers the top customer satisfaction survey companies of 2025.
CSM Magazine
JANUARY 28, 2025
Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue. Here’s how to use AI customer insights to drive meaningful growth in your business.
Balto
JANUARY 28, 2025
In a landscape flooded with AI vendors, picking the right partner isnt just importantits essential for survival. AI is evolving at lightning speed, and the vendors that drive value now will separate the industry leaders from the laggards. But heres the truth: Most AI projects fail because companies bet on technology, not results. The difference? The right AI partner focuses on outcomesdeploying quickly, iterating often, and proving value at every step.
AWS Machine Learning
JANUARY 28, 2025
In production generative AI applications, responsiveness is just as important as the intelligence behind the model. Whether its customer service teams handling time-sensitive inquiries or developers needing instant code suggestions, every second of delay, known as latency, can have a significant impact. As businesses increasingly use large language models (LLMs) for these critical tasks and processes, they face a fundamental challenge: how to maintain the quick, responsive performance users expe
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Injixo
JANUARY 31, 2025
Contact center forecasting is the cornerstone of planning. And it can be challenging, especially for beginners. There are several call center forecasting methods to learn. And as your planning capabilities mature, stakeholder expectations about results like forecast accuracy will start to grow as well. Its common to focus entirely on the short-term forecasting that forms an input to the scheduling process.
CSM Magazine
JANUARY 27, 2025
Setting up a bookkeeping system is a crucial step for any startup. A well-organized bookkeeping system helps you track your financial health, manage cash flow, and prepare for tax season. Heres a step-by-step guide to help you establish an effective bookkeeping system for your startup. 1. Understand the Basics of Bookkeeping Before diving into the setup, its essential to understand some basic bookkeeping concepts: Double-Entry Accounting: This method records each transaction in two accounts, ens
Concentrix
JANUARY 28, 2025
Cairo (Jan. 28, 2025) Today, Dr. Mostafa Madbouly, the Egyptian Prime Minister, witnessed the signing ceremony of a Memorandum of Understanding (MoU) between the Information Technology Industry Development Agency (ITIDA) and global technology and services leader Concentrix. The event was attended by Dr. Amr Talaat, Minister of Communications and Information Technology, and Mr.
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