Zendesk Inc. is rolling out a set of new features designed to make contact center teams more productive. The enhancements debuted today at the company’s AI Summit event. They will be available in Zendesk’s flagship Resolution Platform, a cloud-based platform that customer service teams use to process support tickets. It also eases related tasks such […] The post Zendesk introduces new AI automation features for contact centers appeared first on SiliconANGLE.| SiliconANGLE
GenAI + Agentic AI: Driving Smarter Self-Service View this article on the publisher’s website GenAI dramatically enhances the conversational and transactional efficiency of self-service solutions. By harnessing large language models (LLMs) with curated, targeted, and well-maintained datasets, genAI excels in tasks such as identifying and building intents, crafting intelligent responses, and testing conversational flows. By… Read More »GenAI + Agentic AI: Driving Smarter Self-Service The...| DMG Consulting
The consumer electronics sector is projected to bring in $537B in 2025 – up 3.2% YoY. According to the American Customer Satisfaction Index, customer satisfaction in the sector lags in some areas, mostly in household appliances. To keep customers happy, consumer electronics companies should not only deliver a great product but also ensure that customers […]| ACD Direct
Learn how to launch a virtual legal office with the right technology, secure workflows, and client-first practices. Build a law firm that runs efficiently online. The post How to Start a Virtual Law Firm first appeared on Intermedia.| Intermedia
See how modern phone systems for car dealerships boost sales, improve customer service, and unify communication across locations with all-in-one solutions.| Intermedia | Intermedia
Discover strategies to strengthen lawyer and client communication through clear expectations, active listening, and secure tools that build trust and improve outcomes. The post A Guide to Improve Lawyer and Client Communication first appeared on Intermedia.| Intermedia
Learn why speech analytics in the call center improves agent performance, ensures compliance, and enhances customer experience. The post Call Center Speech Analytics: Why You Need It first appeared on Intermedia.| Intermedia
The longevity of a non-profit is all about relationships. The more you can nurture relationships with your donors and volunteers, the more resources you’ll have at your fingertips to drive giving and fulfill your mission. But if you’re trying to build those relationships using an offshore team, you might find yourself facing an uphill battle. […] The post Why Non-Profits Need 100% US-Based Agents appeared first on ACD Direct.| ACD Direct
ENGIE Impact: From Voice Chaos to Global Clarity Consolidation provides cost reduction and streamlined processes Solution AreasConsolidation of Providers IndustryEnergy Company SizeMid-Size RegionGlobal Schedule a Demo 80% Cost Reduction | 6 Systems Reduced to 1 | 1,300 Agents Migrated in One Day 80% Cost Reduction 6 Systems Reduced to 1 1,300 Agents Migrated in One… The post ENGIE Impact: From Voice Chaos to Global Clarity appeared first on AVOXI.| AVOXI
Call recorder software is a strategic necessity for contact center operations. Here are five powerful reasons your healthcare organization should be using this technology.| Spok Inc.
Scopri come XCALLY garantisce la piena conformità al GDPR con funzionalità avanzate per la sicurezza dei dati, crittografia delle chiamate, gestione delle password e protocolli sicuri.| XCALLY
Learn the best practices for call center retail success—boost customer satisfaction, streamline communication, and support in-store and online sales.| Intermedia | Intermedia
Explore the top benefits of automotive call center services for dealerships and service centers, from improved response times to better customer retention.| Intermedia | Intermedia
In the world of cybersecurity, the term Security Operations Center (SOC) carries significant weight. It evokes images of highly skilled analysts working around the clock to detect, respond to, and mitigate cyber threats. However, not all SOCs live up to this expectation. If a SOC lacks core functions like triage, analysis, assessment, and remedial action, it’s not truly a SOC—it’s merely a contact center masquerading as one. Let’s explore why these functions are non-negotiable for a...| PwnDefend
Compare the best business VoIP service providers for enterprises in 2025. Discover solutions with global reach, seamless CRM integration, and scalable features.| AVOXI
HP’s Recent Customer Service Controversy Shows Why Companies Need Better CX Strategies Last month, HP made headlines for all the wrong reasons when it implemented a controversial 15-minute delay before customers could speak with human agents. The policy, meant to encourage digital adoption and self-service options, sparked immediate backlash from customers who felt they were […]| CommBox
Track the right call center performance metrics in 2025 to boost efficiency, improve worker retention, and deliver exceptional customer experiences. Learn the 12 essential KPIs now.| Broadvoice
Boost contact center performance by enhancing employee experience. Discover actionable strategies to improve culture, technology, and processes for happier agents and better customer outcomes.| Broadvoice
AI, automation, and advanced analytics have reshaped customer experiences, meaning it's time to upgrade your digital transformation strategy.| Broadvoice
Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal [...] The post Thoughts on Serving Ungrateful Customers appeared first on Customer Service Life.| Customer Service Life
Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as [...]| Customer Service Life
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential [...]| Customer Service Life
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about [...]| Customer Service Life
Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or [...]| Customer Service Life
Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team [...]| Customer Service Life
For today's customers, a fragmented customer service experience is bad news. Consumers expect brands to meet them where they are - and to be able to pick up a customer service interaction without retreading old ground. This is where brands that have invested in omnichannel support are taking the lead. Here's what to know.| ACD Direct
