Mon.Jan 27, 2025

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From Cost Center to Revenue-Driver: Rethinking the Call Center Paradigm

InMoment XI

In a world where value is defined relative to the bottom line, its easy for call centers to come under scrutiny when it comes time for budget allocation. Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.

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AI Reasoning Explained: Smarter Interactions, Better Results

TechSee

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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How Online Wholesale Stores Can Deliver Outstanding Customer Service

CSM Magazine

Excellent customer service isnt just a nice-to-have for online wholesale storesits a necessity. But how do you deliver that level of care when transactions happen entirely online? Its simpler than you might think. Small shifts in communication, support, and responsiveness can create loyal customers who choose your store every time. Understanding Customer Needs in Online Wholesale Understanding your customers needs is the foundation of providing exceptional service.

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Text Analytics vs. Sentiment Analysis: Understanding the Key Differences

Thematic

If you've read our article on the benefits of text analytics , then you already have an idea of how businesses use this powerful tool to uncover patterns and insights from unstructured data. But what about sentiment analysis? How does it fit into the picture? While both techniques revolve around analyzing text, they serve unique purposes and often complement each other in surprising ways.

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Signal-Based Selling: How to Leverage 4 Key Buying Signals

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

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Multilingual Surveys: Unlock Global Customer Insights Effortlessly

SurveySensum

The limits of my language mean the limits of my world. Ludwig Wittgenstein Just using Englishor any one languagefor your surveys isnt enough to open the door to true connection. 1.5 billion people may get English, but what about the billions who dont? With over 6,500 languages spoken worldwide, relying on a single language for your surveys means missing out on truly understanding your audience.

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Applied Labs Raises $4.2m to Make It Easy to Build High Quality AI Support and Ops Digital Employees

CSM Magazine

Applied Labs founders Soham Waychal and Michael Woo As businesses struggle with unreliable AI solutions, Scale AI veterans secure seed funding to bring maximum reliability to AI agents in support and operations. Every company today faces mounting pressure to deploy AI, but most solutions fall short on reliability and cannot handle complex, critical workflows.

2024 52
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Inside Engagement AI and ChurnZero’s AI capabilities for customer teams

ChurnZero

Could you increase your customer teams productivity by 30 to 50 percent in the next 18 to 36 months? Or, to put it another way, could a CSM on your team, currently managing a $2m book of business, handle a $3m book of business with the same effectiveness by the end of 2027? You might hesitate to answer, but this is what your board and executives will expect, says You Mon Tsangand to meet those expectations, youll need to get on board with an AI-powered customer program.

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How to Use Contact Center Speech Analytics

Calabrio

Customer Experience 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.

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Advertising on Instagram: A Guide to Creating Instagram Ads

Brandwatch CX

Discover effective strategies for successful Instagram advertising in 2025. Learn how to boost engagement and drive results. Read the article now!

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Forrester’s 2025 Customer Obsession Awards: Share Your Story Of Creating Your Customers’ Best Journey

Forrester's Customer Insights

Our nomination period is open for our annual Customer Obsession Awards. Tell us how you centered your leadership, strategy, and operations on your customers you may have the opportunity to share your story on stage at one of our CX Summits.

2025 26
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How to Set Up a Bookkeeping System for Your Startup

CSM Magazine

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

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How to Use Contact Center Speech Analytics

Calabrio

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.

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Things to Know About YouTube Creator Studio: A Quick Beginner’s Guide

Brandwatch CX

Learn how to effectively navigate the YouTube Creator Studio with practical tips and insights. Enhance your channel's management read the guide now!

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Activating Intent Data for Sales and Marketing

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

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The Product Model Solves for Tech Debt

Forrester's Customer Insights

Product management and technical debt are top of mind for many digital and IT organizations, but people are unclear on the relationship between them both. Did you know that one is a solution for the other? Let me explain. How Does Tech Debt Arise?

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January 2025 Product Release Notes

Upwave

AI Campaign Insights Reports for Google Slides You can now select whether to access an AI Campaign Insights Report in Google Slides or download it in PowerPoint. AI Campaign Insights Reports are 100% AI-generated slide decks that clearly summarize overall performance, surface insights into whats driving it, and make concrete recommendations that you can apply in-flight or on future campaigns.

2025 26
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Third-Party VMware Support: A New Alternative On The Table

Forrester's Customer Insights

Tech buyers scrambling to get VMware support in the wake of the Broadcom deal are happy to hear about new third-party support service providers. Learn some of the pitfalls to avoid in evaluating these new providers.

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TikTok SEO for Ecommerce Brands: Unlocking Organic Growth

Retently

Table of Contents Key Takeaways The Basics of TikTok SEO Step-by-Step Guide to Optimizing TikTok Content for SEO Advanced TikTok SEO Strategies Emerging Trends in TikTok SEO Final Thoughts Lets face it: TikTok isnt just about dance trends and catchy soundtracks anymore. Its become a powerhouse for brands looking to connect with customers in a fun, engaging, and organic way.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Product Lifecycle Management Evolves To Underpin Smart Manufacturing

Forrester's Customer Insights

Three Steps To Prepare For Your PLM Evolution This time last year we analyzed that more than half of manufacturers planned to replace or upgrade their PLM platforms. Why? Because massive changes in markets, regulations, and technology drive the need to develop distinctive competencesin product innovation.

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Top Tips to Maximize Your Winnings on 1Win Vietnam

CSM Magazine

Vietnamese online casino players are always looking for the best strategies on maximizing their winnings. You could get it done on a platform like 1Win Vietnam. This guide will feature tips on how you can get it done. While there are no guarantees for a win, using these tips will give you a bit of a strategic advantage. Playing your favorite online casino games can be fun and exciting.

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