CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. These inefficiencies dont just hurt your teams productivity; they negatively impact the customer experience , increasing complaints and lowering retention rates. The good news? Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Callminer

MARCH 25, 2025

AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.

Call Center 182

Call Center 182

Global Response

MARCH 24, 2025

Read Time: 9.5 minutes Table of Contents Introduction Theres an oft-repeated phrase: Knowledge is power. While it might seem cliche, this statement is particularly true in an ever-changing marketplace where customers’ expectations rapidly shift. As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands.

Call Center 62

Call Center Management Abandon rate outsourcing 62

BlueOcean

MARCH 24, 2025

Youve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. You simply cant rely on an unwritten set of rules or assumptions to guide your collaboration or, sooner or later, that partnership will come under serious stress.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

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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

Calabrio

MARCH 26, 2025

Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.

Coaching 85

Coaching Call Center Morale Analytics 85

CCNG

MARCH 26, 2025

Weve all been there. As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. You hear its nice to have, and maybe even a nod or two from other departments, but not the concrete backing that turns a function into a strategic force.

Metrics 195

Metrics Finance Upselling Engineering 195

AWS Machine Learning

MARCH 27, 2025

Amazon Bedrock cross-Region inference capability that provides organizations with flexibility to access foundation models (FMs) across AWS Regions while maintaining optimal performance and availability. However, some enterprises implement strict Regional access controls through service control policies (SCPs) or AWS Control Tower to adhere to compliance requirements, inadvertently blocking cross-Region inference functionality in Amazon Bedrock.

Accountability 126

Accountability Government APIs Enterprise 126

CSM Magazine

MARCH 24, 2025

Attracting customers is relatively easy. Advertising that announces that you have quality products and good prices will do thatonce. The problem is this: How do you keep those customers from leaving you? Most businesses don’t have a clue, so they continue to spend huge amounts of money to draw customers through their doors but do nothing to keep them coming back.

Advertising 89

Advertising Customer Service Marketing Technology 89

ShepHyken

MARCH 24, 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. Should AI Be Used To Respond to Customer Reviews? by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather tha

Customer Service 187

Customer Service Healthcare Customer Experience Contact Center 187

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

3CLogic

MARCH 27, 2025

Whether citizens are applying for permits, accessing healthcare services, or resolving tax inquiries, expectations have shifted. Todays public demands fast, seamless, and intuitive experiences reminiscent of those offered by leading consumer brands. Yet, government agencies still face challenges such as outdated technology, siloed systems, data privacy concerns, and a shrinking workforce.

Government 96

Government Self service contact center solutions Contact Center 96

AWS Machine Learning

MARCH 25, 2025

Amazon Bedrock announces the preview launch of Session Management APIs, a new capability that enables developers to simplify state and context management for generative AI applications built with popular open source frameworks such as LangGraph and LlamaIndex. Session Management APIs provide an out-of-the-box solution that enables developers to securely manage state and conversation context across multi-step generative AI workflows, alleviating the need to build, maintain, or scale custom backen

APIs 128

APIs Management Government Healthcare 128

PeopleMetrics

MARCH 24, 2025

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.

Analytics 90

Analytics Accountability Management 90

ShepHyken

MARCH 24, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma? How can companies ensure they are accurately measuring their customer experience?

Customer Experience 177

Customer Experience Metrics Feedback Customer Service 177

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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

Momentum Telecom

MARCH 28, 2025

ebook download How to future-proof your contact center for next-level customer engagement in Microsoft Teams With expectations higher than ever, organizations still relying on outdated phone systems face significant challenges: long wait times, disconnected workflows, and costly infrastructure maintenance. This short ebook explores why contact centers are moving to cloud-native solutions, how Teams Operator Connect simplifies voice communications, and what steps you can take to make your transit

Contact Center 78

Contact Center contact center solutions Wait times Customer Experience 78

AWS Machine Learning

MARCH 25, 2025

Deploying models efficiently, reliably, and cost-effectively is a critical challenge for organizations of all sizes. As organizations increasingly deploy foundation models (FMs) and other machine learning (ML) models to production, they face challenges related to resource utilization, cost-efficiency, and maintaining high availability during updates.

APIs 117

APIs Engineering Accountability Metrics 117

CSM Magazine

MARCH 28, 2025

If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Understanding What Great Customer Service Means Before exploring actionable strategies, its essential to understand what great customer service looks like. Its not just about smiling at your customers or apologizing when something goes wrong.

Customer Service 59

Customer Service Customer centricity Chatbots Self service 59

PeopleMetrics

MARCH 27, 2025

Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.

Brand ambassadors 62

Brand ambassadors Management Customer centricity Feedback 62

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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

Momentum Telecom

MARCH 28, 2025

Healthcare is modernizing fast, with high expectations to deliver a safe, seamless, and positive patient experience. Theres a lot of pressure to ensure patient privacy, maintain regulatory compliance, and process time-sensitive information as quickly as possible. However, many of these processes rely on traditional faxing. But traditional methods of faxing often create more problems than they solve.

Healthcare 59

Healthcare Accountability Management 59

AWS Machine Learning

MARCH 27, 2025

In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. Generative AI solutions can play an invaluable role during the model development phase by simplifying training and test data creation for multiclass classification supervised learning use cases.

Education 117

Education Engineering APIs Enterprise 117

CSM Magazine

MARCH 26, 2025

Innovation in the Java ecosystem relies on modern syntax, advanced frameworks, and strong security habits. Professionals who refine these abilities continuously can build stable, high-performance applications. Businesses also gain measurable advantages by securing such specialists, leading to efficient deliveries and sustainable progress in a fast-moving technological era.

Finance 52

Finance Benchmark Enterprise Surveys 52

PeopleMetrics

MARCH 25, 2025

In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!

Surveys 62

Surveys Customer centricity Analytics Customer Experience 62

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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

Momentum Telecom

MARCH 26, 2025

Enterprise Connect is the leading conference and exhibition dedicated to enterprise communications and collaboration, providing insights into the latest technologies and trends shaping the industry. The Momentum Team recently attended Enterprise Connect 2025 where we took part in impactful sessions while engaging with our partners like Luware. There was a lot to like about this years event.

Enterprise 71

Enterprise Contact Center contact center solutions Analytics 71

AWS Machine Learning

MARCH 26, 2025

Amazon SageMaker JumpStart is a machine learning (ML) hub that provides pre-trained models, solution templates, and algorithms to help developers quickly get started with machine learning. Within SageMaker JumpStart, the private model hub feature allows organizations to create their own internal repository of ML models, enabling teams to share and manage models securely within their organization.

APIs 115

APIs Enterprise Government Accountability 115

TeleDirect

MARCH 26, 2025

Why Customer Care Matters for Medical and Insurance Clients Why Customer Care Matters for Medical and Insurance Clients is a crucial topic in todays customer-centric world. Medical and insurance clients expect not just high-quality services but also seamless and compassionate support. In an industry where trust and reliability are paramount, providing excellent customer care can be the difference between retaining a client or losing them to a competitor.

Customer Care 62

Customer Care Multi-channel support CRM outsourcing 62

Vistio

MARCH 24, 2025

Born between 1997 and 2012, Gen Z has grown up in an environment with technology at their fingertips, constantly engaged and receiving informationand they expect the same from their workplace learning. Yet, many companies still rely on traditional training methods that fail to engage or prepare employees for real-world challenges. The result? High turnover, disengaged employees, and missed business opportunities.

Employee engagement 52

Employee engagement Feedback Technology Personalization 52

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

Zappix

MARCH 28, 2025

Artificial intelligence (AI) has transitioned from a conceptual idea to a central component in healthcare strategy. A recent article that I was reading from Becker’s Hospital Review highlights several key trends that 66 healthcare leaders are prioritizing in 2025. [link] These trends reflect AIs growing role in optimizing clinical workflows, improving patient navigation, and streamlining operational efficiencies.

Healthcare 52

Healthcare Enterprise Sales Management 52

AWS Machine Learning

MARCH 26, 2025

In the competitive world of game development, staying ahead of technological advancements is crucial. Generative AI has emerged as a game changer, offering unprecedented opportunities for game designers to push boundaries and create immersive virtual worlds. At the forefront of this revolution is Stability AIs cutting-edge text-to-image AI model, Stable Diffusion 3.5 Large (SD3.5 Large), which is transforming the way we approach game environment creation.

Advertising 120

Advertising Education Enterprise Technology 120

TeleDirect

MARCH 25, 2025

24/7 Live Support: A Must-Have for Modern Law Firms 24/7 Live Support : A Must-Have for Modern Law Firms is crucial for maintaining client satisfaction, capturing leads, and staying competitive in todays fast-paced legal environment. With clients expecting instant responses and around-the-clock availability, law firms that invest in 24/7 live support can significantly enhance their client experience and operational efficiency.

outsourcing 62

outsourcing Multi-channel support Call Center Scripts 62