ROI CX Solutions

APRIL 15, 2025

Read Time: 8 min. Table of Contents Introduction Effective customer service is built on agent ability to manage and de-escalate difficult situations. Mastering de-escalation techniques is essential for improving customer satisfaction, reducing churn, and protecting your brand’s reputation. By addressing customer frustrations with empathy and professionalism, businesses can turn negative experiences into positive interactions.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

Connect

APRIL 14, 2025

As developments in artificial intelligence ( AI ) advanced, the technology has become more than just a buzzword in the business world. Contact centre operators have emerged as first-movers in the adoption of AI solutions. Investment in AI continues to accelerate as the technology delivers tangible returns on investment across frontline engagement and back-office functions by reducing costs and improving operational efficiencies.

Average Handle Time 68

Average Handle Time Chatbots First call resolution Cloud contact 68

Balto

APRIL 12, 2025

At first glance, reviewing just 200 calls might seem too smallespecially when your contact center handles thousands (or millions) of them every month. But Balto chose this number for a reason. A randomly selected sample of 200 calls is a fast, statistically sound way to uncover what truly matters in your conversationswithout spending hours combing through endless recordings.

Contact Center 52

Contact Center 52

Comm100

APRIL 15, 2025

Customer support teams have never had more data at their fingertips yet turning that data into actionable insights remains one of the biggest challenges. Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity.

Coaching 52

Coaching Sales Accountability Feedback 52

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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.

Contact Center

TeleDirect

APRIL 16, 2025

Top 7 Features to Look for in a Medical Call Center Service Choosing the right medical call center can significantly enhance your healthcare customer service and operational efficiency. From appointment scheduling to HIPAA compliance, a well-equipped call center is more than just a voice on the other end of the lineit’s a vital extension of your practice.

Call Center 62

Call Center Healthcare Call flow Scripts 62

Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Share Contact centers are overwhelmed, patients expect 24/7 service, and healthcare systems face growing pressure to reduce costs while improving care access.

Self service 94

Self service Healthcare Chatbots Contact Center 94

CSM Magazine

APRIL 18, 2025

Is your business choosing to manage tickets directly through Slack? Using a ticketing system for Slack allows you to resolve customer issues without leaving your communication platform. This piece will guide you through the best that Slack has to offer when it comes to support through internal and external tools or integrations that will not only boost but also streamline your support team operations.

Finance 52

Finance Sales Management Customer Support 52

TeleDirect

APRIL 18, 2025

How After-Hours Call Center Services Keep Legal and Medical Clients Connected In todays always-on world, how After-Hours Call Center Services Keep Legal and Medical Clients Connected is no longer a convenienceits a necessity. Clients expect more than traditional 9-to-5 service. This is especially true in high-stakes industries like law and healthcare, where time-sensitive needs can arise at any moment.

Call Center 62

Call Center Bilingual agents Healthcare Scripts 62

ChurnZero

APRIL 18, 2025

Customer success leaders everywhere are exhausted. Its not surprising, but what can we do about it? It often comes down to mindset and confidence, says customer success expert and founder of Provan Success, Rachel Provan. The more we overwork and people-please, the less we lead, says Rachel. True leadership requires confidence, strategic thinking, and boundaries.

Coaching 52

Coaching Accountability Feedback Management 52

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

Comm100

APRIL 15, 2025

We are proud to unveil the latest generation of advanced AI automation with the Comm100 AI Agent. With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients.

Engineering 52

Engineering APIs Personalization Customer Support 52

CSM Magazine

APRIL 18, 2025

Customer expectations are changing rapidlyand in this fast-paced world, companies that get it right arent just keeping up; theyre leading the way. Soft2Bet, an industry leader in iGaming, has proven time and again that the key to thriving is a relentless commitment to customer satisfaction. Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships.

Customer centricity 52

Customer centricity Gamification Engineering Finance 52

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. But that doesnt mean its the right fit for everyone. If youre a large enterprise with a team of analysts and a six-figure budget, it might be perfect. But for most companies? It might be too expensive, clunky, or bloated with features youll never use. The interface is dense, the support may not be as responsive as you need, and the learning curve is steep.

Surveys 48

Surveys Enterprise B2B Analytics 48

ChurnZero

APRIL 18, 2025

Customer success leaders everywhere are exhausted. Its not surprising, but what can we do about it? It often comes down to mindset and confidence, says customer success expert and founder of Provan Success, Rachel Provan. The more we overwork and people-please, the less we lead, says Rachel. True leadership requires confidence, strategic thinking, and boundaries.

Coaching 52

Coaching Accountability Feedback Management 52

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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

SQM Group

APRIL 15, 2025

Let's explore some of the most common misconceptions about Csat in the call center environment.

Call Center 98

Call Center 98

CSM Magazine

APRIL 18, 2025

Protect+ empowers businesses to make informed decisions on how inbound calls are treatedso that ‘only the good calls’ reach its agents. First Orion, a leader in branded communication solutions, today announced the launch of Protect+ Risk Detection , a data-driven, signal-responsive AI solution for inbound spam and scam call protection that empowers businesses to make informed decisions on how inbound calls are treated so that only the good calls reach its agents.

APIs 52

APIs Government Healthcare Banking 52

Cincom

APRIL 15, 2025

What is Customer Experience Management (CXM)? The customer experience management definition extends beyond traditional customer serviceit is an enterprise-wide strategy that integrates AI, automation, and real-time analytics to optimize every interaction across digital and physical touchpoints. CXM enables businesses to deliver hyper-personalized, context-aware experiences at scale by leveraging data-driven insights and predictive modeling.

Customer Experience 40

Customer Experience Management Chatbots CRM 40

SharpenCX

APRIL 18, 2025

Discover the right and wrong ways to use AI in your contact center. Learn how to balance automation with human connection to enhance customer experiences. Explore AI-driven insights, intelligent call routing, and agent support tools with Sharpens cloud-native platform.

Contact Center 67

Contact Center Customer Experience Customer Support Technology 67

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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

Outsource Consultants

APRIL 16, 2025

Lets start with the obvious: Every insurer says they care about customer experience. But when budgets tighten or leadership shifts, CX often gets relegated to a footnoteuntil something breaks. Badly. And yet the datas been yelling for years. According to Gartner , half of customers will switch providers after just one poor interaction. Meanwhile, customer expectations keep risingfueled not just by competitors, but by tech giants like Amazon and Google entering the space, and redefining what effo

Call Center 67

Call Center outsourcing First call resolution Coaching 67

Concentrix

APRIL 18, 2025

Discover how Concentrix guided a leading streaming platform in selecting actionable AI use cases in media and entertainment.

Entertainment 62

Entertainment Technology 62

Avoxi

APRIL 16, 2025

8 Twilio Alternatives: Compare Cloud Communication Tools (2025) Twilio has long been a go-to platform for cloud communications, offering application programming interfaces (APIs) for SMS, voice, video, and authentication. Businesses worldwide rely on it to power customer interactions, automate messaging, and streamline workflows. However, Twilio isnt the perfect fit for everyone.

APIs 62

APIs 62

Help Scout

APRIL 18, 2025

A solid technical implementation is necessary for security, but tools alone do not make a good security program. Learn how we take a people-first approach to security to keep data safe at Help Scout.

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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.

Contact Center

Ambs Call Center

APRIL 18, 2025

Youre running a business. The phone rings. Maybe youre on another line, in a meeting, or simply stepped away from your desk for a moment. What happens next?

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Concentrix

APRIL 18, 2025

Discover how Concentrix guided a leading streaming platform in selecting actionable AI use cases in media and entertainment.

Entertainment 62

Entertainment Technology 62

Avoxi

APRIL 16, 2025

5 Best SIP Trunk Providers UK for Global Enterprises (2025) Traditional phone systems are often costly, inflexible, and insecure. As the UK's 2025 Public Switched Telephone Network/Integrated Services Digital Network (PSTN/ISDN) switch-off approaches, finding a dependable Session Initiation Protocol (SIP) trunk provider is critical. This modern solution provides international coverage, enhances call quality, and bolsters… The post 5 Best SIP Trunk Providers UK for Global Enterprises (2025)

Enterprise 62

Enterprise 62

Help Scout

APRIL 17, 2025

Telling the Help Scout story is a big responsibility. Learn how (and why) we're working to amplify more employee voices in our content.

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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

Provide Support

APRIL 18, 2025

Real-time translation in chats helps to increase sales, win new customers globally and save costs on multiligual customer service.

Sales 52

Sales Customer Service 52

Concentrix

APRIL 17, 2025

See how Adobe is shaping the future of commerce with innovative tools that enhance digital experiences for customers across the B2B space.

B2B 54

B2B 54

Avoxi

APRIL 16, 2025

8 Twilio Alternatives: Compare Cloud Communication Tools (2025) Twilio has long been a go-to platform for cloud communications, offering application programming interfaces (APIs) for SMS, voice, video, and authentication. Businesses worldwide rely on it to power customer interactions, automate messaging, and streamline workflows. However, Twilio isnt the perfect fit for everyone.

APIs 62

APIs 62