Calabrio
MARCH 7, 2025
Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition. In a tight labor market, both your business and its customers cannot afford to lose agents.
PeopleMetrics
MARCH 7, 2025
At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.
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ChurnZero
MARCH 7, 2025
An active digital customer community is a competitive advantage for any B2B SaaS company. Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact.
Centercode
MARCH 7, 2025
Building your own research panel enables continuous insights, helping teams with faster, data-driven product decisions.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Zonka Feedback
MARCH 7, 2025
Youre tracking NPS, but do you really know whats driving your customer experience? One bad interaction can undo years of brand loyalty, and if youre relying only on an NPS that you send every quarter or once a year (which is your relational NPS), you might be missing the full picture.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
C3Centricity
MARCH 7, 2025
After three decades navigating corporate leadership from London’s trading floors to Swiss boardrooms, I’ve discovered why breaking the glass ceiling isn’t enough for smart women (or men)! If you prefer to listen rather than read: The Numbers Tell Only Half the Story Recent statistics show 10.4% of Fortune 500 CEOs are now women a record high in 2024.
Brandwatch CX
MARCH 7, 2025
Discover the best LinkedIn scheduling tool to enhance your engagement and streamline your networking efforts. Read the article to find your ideal solution!
Calabrio
MARCH 7, 2025
Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do. Yet, in a recent Salesforce survey , only 20% of service professionals said that their organizations excelled at forecasting demand.
AWS Machine Learning
MARCH 7, 2025
Today, Amazon Web Services (AWS) announced the general availability of Amazon Bedrock Knowledge Bases GraphRAG (GraphRAG), a capability in Amazon Bedrock Knowledge Bases that enhances Retrieval-Augmented Generation (RAG) with graph data in Amazon Neptune Analytics. This capability enhances responses from generative AI applications by automatically creating embeddings for semantic search and generating a graph of the entities and relationships extracted from ingested documents.
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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.
Inbenta
MARCH 7, 2025
Integrating AI Agents into customer service offers both opportunities and challenges. Businesses can balance innovation with risk management by setting clear boundaries for their AI systems, enhancing the customer experience without compromising quality or compliance. Here’s a simple truth: Giving AI systems too much freedom can be a double-edged sword.
AWS Machine Learning
MARCH 7, 2025
This post is co-authored with Sundeep Sardana, Malolan Raman, Joseph Lam, Maitri Shah and Vaibhav Singh from Verisk. Verisk (Nasdaq: VRSK) is a leading strategic data analytics and technology partner to the global insurance industry, empowering clients to strengthen operating efficiency, improve underwriting and claims outcomes, combat fraud, and make informed decisions about global risks.
BirdEye
MARCH 7, 2025
Google My Business (GMB) profile for law firms is essential to enhance their online visibility and attract more legal clients. Most law firms struggle to stand out in competitive local searches, but a strategically managed GMB profile can give them an edge. By selecting the right primary category, maintaining a compelling law firms description, and ensuring accurate business details, firms can improve their search rankings and credibility.
CSM Magazine
MARCH 7, 2025
Google Classroom has become an essential tool for educators, students, and even businesses aiming to streamline collaboration, improve productivity, and manage assignments seamlessly. Need to get your classroom online? Want to ace your classes? Or maybe you’re just looking for a better way to manage projects at work? This guide shows you everything you need to know about Google Classroom.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
BirdEye
MARCH 7, 2025
As a business owner, there’s nothing more frustrating than watching your potential customers choose your competitors simply because they popped up first in a Google search. But what if you could change that? By optimising your Google My Business (GMB) — now called Google Business Profile (GBP) — listing, you can boost your visibility, attract more locals, and stay ahead of the pack.
CSM Magazine
MARCH 7, 2025
Creating a Gmail account is one of the first steps to accessing Googles suite of services, from Google Drive to Google Docs. Whether you need the account for personal use, work, or school, the process is quick and straightforward. Making a Gmail account is a snap. I’ll show you exactly how to do it, step by step. You’ll be surprised how quickly you can set one up and start sending and receiving emails.
BirdEye
MARCH 7, 2025
Running a car dealership in Australia isnt just about selling carsits about getting noticed. With many auto dealerships competing for attention, standing out in local search can be challenging. But it’s not impossible. A well-optimised Google My Business for car dealerships can make a real difference in your local SEO efforts. To achieve this, focus on building accurate business listings, leveraging Google Posts, and actively engaging with customer questions.
CSM Magazine
MARCH 7, 2025
Cryptocurrency trading can be a highly rewarding venture, but it is also time-consuming and emotionally taxing. The volatile nature of the crypto market makes it especially difficult for traders to consistently make profitable decisions without sophisticated tools. This is where automated crypto trading bots come into play. These bots use algorithms to execute trades on behalf of traders, allowing them to take advantage of market opportunities even when they’re not actively monitoring the
Advertiser: ZoomInfo
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.
BirdEye
MARCH 7, 2025
Customer trust is one of the most valuable assets in a competitive market, but building and maintaining it has become increasingly difficult. However, there is a surefire way for businesses to establish credibility and attract customers online Google reviews. UK businesses can ensure potential customers’ trust and choose them over their competitors by showcasing and building a strong reputation via Google reviews.
CSM Magazine
MARCH 7, 2025
In this article, you will learn why Aviator became popular and why it has so many clones and game design followers. If youve spent any time in the world of online gambling, youve probably noticed the sheer number of Aviator-style games popping up everywhere. It feels like every online casino has its own version of this crash-style game, each with slight tweaks but the same basic formula: place your bet, watch the plane (or spaceship, rocket, or car) ascend, and cash out before it crashes.
BirdEye
MARCH 7, 2025
How can your restaurant stand out in an industry that is becoming more competitive than ever? With new dining options constantly emerging, attracting and retaining customers is a challenge. To succeed, you need to boost restaurants’ digital visibility, strengthen your online reputation, and make it easy for potential diners to find and choose you easily.
CSM Magazine
MARCH 7, 2025
Excellence in customer service design is more important than ever in todays competitive landscape, where customer experience can make or break a brand. The A’ Sales, Contact Center, and Customer Service Design Award has positioned itself as a global benchmark for recognizing and celebrating innovation in this field. For the 2024-2025 award period, theyve unveiled an exciting and comprehensive prize package, offering a unique blend of recognition, professional growth opportunities, and indu
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
BirdEye
MARCH 7, 2025
Online visibility is critical to attracting new customers, especially for local businesses. One of the most effective ways to boost your business’s online visibility is by implementing Google Local Business Schema markup. The relevant structured data helps major search engines understand your business, its services, and its location, ultimately improving how your business appears in local search engine result pages.
CSM Magazine
MARCH 7, 2025
Telkomsel and Tencent Cloud have signed a strategic partnership at the Mobile World Congress 2025 in Barcelona focusing on AI and cloud-based solutions. Telkomsel will utilize AI solutions like AI Generated Content, AI Translation, and eKYC solutions, including Palm Verification, to enhance customer experiences. Tencent Cloud will assist Telkomsel in cloud cost optimization, supporting public and hybrid cloud collaborations.
Inbenta
MARCH 7, 2025
Alibaba plans to invest US$53 billion in AI infrastructure over the next three years, making it the largest private computing project of its kind. This investment, which exceeds Alibaba’s total AI spending in the past decade, is more than half of the US’s planned $100 billion Stargate project. The move underscores Alibaba’s focus on AI-driven growth and its position as a leading global cloud provider.
CSM Magazine
MARCH 7, 2025
The fast-food giant McDonalds aims to raise the bar for efficiency and customer service by rolling out AI technologies across all 43,000 global locations. With ambitious goals to improve speed, accuracy, and convenience, McDonald’s AI initiative could revolutionize the way fast food is delivered. Why is McDonald’s Turning to AI? Customer experience and operational efficiency have always been at the heart of McDonalds success.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Inbenta
MARCH 7, 2025
A new Nature study explores how artificial intelligence is transforming infectious disease modeling and prediction. Researchers found that AI-driven approaches can significantly improve outbreak forecasting and pathogen analysis. However, the study emphasizes that continued success depends on increased data transparency and reduced training costs. AI models have shown potential to accelerate epidemiological insights, support public health decision-making, and enhance genomic analysis of pathogen
CSM Magazine
MARCH 7, 2025
Liveops, a leading provider of outsourced customer service solutions, has been awarded two Gold Stevie Awards in the 19th Annual Stevie Awards for Sales & Customer Service. The awards were received for Customer Service Training or Coaching Program of the Year and Best Customer Satisfaction Strategy , recognizing Liveops’ commitment to exceptional customer experiences through innovative programs and strategies.
Inbenta
MARCH 7, 2025
SnapLogic’s recent report “AI Agents: The Final Frontier of the Enterprise” reveals that 84% of IT leaders trust AI agents equally or more than humans. The study, which surveyed over 1,000 IT decision-makers across four countries, shows high confidence in AI agents’ ability to deliver business outcomes. Despite widespread interest, only 50% of organizations are currently using or planning to implement AI agents due to concerns about data security and integration challenge
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