Breaking down the customer journey funnel
Callminer
MAY 19, 2025
Businesses must focus on optimizing the customer journey funnel to ensure that they meet customer needs at every stage. Read this blog to learn more.
Trending Articles
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IVR vs Voice AI: Understanding the Difference and Knowing When to Use Each
3CLogic
MAY 20, 2025
If you are responsible for managing customer service operations, you are likely familiar with IVR (Interactive Voice Response) systems. These automated systems have been a staple of call centers for decades, helping route calls and handle simple queries without the need for human intervention. But as technology evolves, Voice AI is becoming a game-changer in the customer experience space.
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Why Superior CX In The Contact Center Is A Game-Changer for Brands
CCNG
MAY 14, 2025
Key Takeaways CX Drives Brand Loyalty and Growth Like Chick-fil-As exceptional service has fueled its growth, delivering superior CX in your contact center can differentiate your brand, create loyal advocates, and boost revenue. Key Challenges Hindering CX Excellence Common pitfalls include disjointed technology, high agent turnover, and a lack of a CX-centric culture.
How Hexagon built an AI assistant using AWS generative AI services
AWS Machine Learning
MAY 13, 2025
This post was co-written with Julio P. Roque Hexagon ALI. Recognizing the transformative benefits of generative AI for enterprises, we at Hexagons Asset Lifecycle Intelligence division sought to enhance how users interact with our Enterprise Asset Management (EAM) products. Understanding these advantages, we partnered with AWS to embark on a journey to develop HxGN Alix, an AI-powered digital worker using AWS generative AI services.
Turn Your Contact Center Into a Profit Machine with AI
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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.
How AI Can Actually Make Customer Experiences More Human
SQM Group
MAY 20, 2025
Learn how AI is reshaping customer experiences, making them more human by empowering agents to deliver empathetic service while managing repetitive tasks efficiently.
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Seven Things Customers Hate to Do – But Companies Make Them Do It Anyway
ShepHyken
MAY 13, 2025
Recently, I had an experience with a company and thought, I hate this … Why do they make me do this? This question wasnt because of curiosity. No, I was thinking that this is something other customers must hate as well, but they make them do it anyway. So, I started a personal brainstorming session to list various processes, requirements, policies, rules, and more that cause customers to question why they continue to do business with these companies.
Build scalable containerized RAG based generative AI applications in AWS using Amazon EKS with Amazon Bedrock
AWS Machine Learning
MAY 13, 2025
Generative artificial intelligence (AI) applications are commonly built using a technique called Retrieval Augmented Generation (RAG) that provides foundation models (FMs) access to additional data they didnt have during training. This data is used to enrich the generative AI prompt to deliver more context-specific and accurate responses without continuously retraining the FM, while also improving transparency and minimizing hallucinations.
Enhancing Customer Service with Real-Time Transcription (RTT) for ServiceNow
3CLogic
MAY 13, 2025
Customer service isnt just about solving problems anymore, its about creating seamless, connected experiences from the very first interaction. With ServiceNow CRM, organizations are already bridging the gap between departments, unifying customer data, and automating service workflows. But as customer expectations continue to evolve, so does the need for tools that enhance both speed and accuracy in live interactions.
Antavo Launches Two New Products to Empower Brands to Run Promotions and Optimize Loyalty Programs Using AI
Customer Think
MAY 17, 2025
Empowers brands to attract customers with promotions and continuously improving loyalty program's performance.
State of AI in Sales & Marketing 2025
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.
What is the Most Efficient Call Center Structure?
SQM Group
MAY 13, 2025
Discover the most efficient call center structures that enhance performance metrics like FCR and customer satisfaction. Maximize your center's success today!
Understanding the Levels of Customer Service
Global Response
MAY 13, 2025
Read Time: 7 minutes Table of Contents Introduction Customer service is an essential part of business success. Whether it’s making an excellent first impression or setting the stage for long-term loyalty, the level of customer service you provide does a lot of heavy lifting. How exactly, though, do you assess the effectiveness of a customer service strategy?
Build a financial research assistant using Amazon Q Business and Amazon QuickSight for generative AI–powered insights
AWS Machine Learning
MAY 14, 2025
According to a Gartner survey in 2024 , 58% of finance functions have adopted generative AI, marking a significant rise in adoption. Among these, four primary use cases have emerged as especially prominent: intelligent process automation, anomaly detection, analytics, and operational assistance. In this post, we show you how Amazon Q Business can help augment your generative AI needs in all the abovementioned use cases and more by answering questions, providing summaries, generating content, and
Ready for agentic AI? Adopt strategy before following hype
Connect
MAY 15, 2025
What you need to know before jumping on the bandwagon. With its ability to complete complex tasks and meet objectives with little or no human supervision, agentic AI is a trending topic in the contact centre industry as operators embrace ways to streamline operations, improve the customer experience (CX) and reduce costs. Adoption is accelerating. According to findings from an enterprise survey on AI , Deloitte predicts that in 2025, 25% of companies that use generative AI ( GenAI ) will launch
Next-Gen Cloud Contact Centers For Dummies®
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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.
Top 10 Market Research Companies in India in 2025
OctopusTech
MAY 20, 2025
When you want to understand your market and improve your strategies, working with a market research company can help. The company will collect all the necessary data at a granular level and provide you with the information needed to make better decisions. If your business is based in or would like to expand to India, you have several reputable companies to work with.
Why Smart CPG Leaders Are Rethinking Their AI Strategy to Maximise Consumer Insight Value
C3Centricity
MAY 17, 2025
Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?
How to Reveal and Return No Caller ID Calls
JustCall
MAY 20, 2025
Have you ever received a phone call with “ No Caller ID ” flashing on your screen, leaving you curious about who might be on the other end? Youre not alone. Anonymous calls are surprisingly common, with studies showing that nearly 50% of mobile phone users receive at least one unidentified or blocked call per month. While some of these calls may be harmless, others could be crucialsuch as from a potential employer, a medical professional, local law enforcement, or even a loved one in
Customize DeepSeek-R1 671b model using Amazon SageMaker HyperPod recipes – Part 2
AWS Machine Learning
MAY 14, 2025
This post is the second part of the DeepSeek series focusing on model customization with Amazon SageMaker HyperPod recipes (or recipes for brevity). In Part 1 , we demonstrated the performance and ease of fine-tuning DeepSeek-R1 distilled models using these recipes. In this post, we use the recipes to fine-tune the original DeepSeek-R1 671b parameter model.
The Ultimate Blueprint for an AI-First Contact Center
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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.
How to Write a Strong and Effective Customer Service Conclusion
CSM Magazine
MAY 17, 2025
The conclusion of a customer service interaction is just as important as its beginning. While initial greetings set the tone, the way you end the conversation determines how the customer feels about the overall experience. And as we all know, customer experiences matter. In fact, three in four consumers will spend more with businesses that provide a good customer experience.
The New Battle for Data Integrity in Market Research: Real CX Data from Real Customers (Your Secret Weapon Against Fraud)
PeopleMetrics
MAY 15, 2025
When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.
Cybercrime and Punishment: Profiling Threat Actors from Lone Hackers to State-Sponsored Cybercrime
Concentrix
MAY 13, 2025
Threat actors explained: explore cybercrime and punishment by profiling threat actors, from lone hackers to state-sponsored groups.
Top 10 Call Center Companies in USA in 2025
OctopusTech
MAY 20, 2025
The world of customer service has become so dynamic as companies seek to serve customers better. Most contact center companies are utilizing innovation and leveraging technologies, including artificial intelligence, to deliver exceptional customer experiences. In this article, we explore the top call center companies in the United States. 1. Octopus Tech Octopus Tech is a leading call center outsourcing firm that serves global clients.
The Ultimate Contact Center Buyers Guide: A Crucial Decision
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Best Sales Negotiation Tactics Inspired by Chris Voss
JustCall
MAY 20, 2025
Sales would be effortless if you could just read your prospects mind. Well, you cant read minds, but you can definitely close more deals by mastering FBI-level negotiation tactics. Chris Voss, an ex-FBI hostage negotiator, has packed his book Never Split the Difference with strategies that turn hesitant prospects into enthusiastic buyers. Think hostage-level stakes don’t apply to your sales calls?
Top 50 Positive Words and Phrases for Customer Service
CSM Magazine
MAY 17, 2025
Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Each positive word or phrase builds trust and shows customers they matter. Using the right language isnt just about sounding friendlyit has a real impact. People remember how you make them feel, and the words you choose can calm, reassure, or delight.
Email Survey Best Practices
Interaction Metrics
MAY 14, 2025
Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies dont want to collect customer feedback in all its various forms, so they send their survey from a do-not-reply platform.
5 Top Cloud Communication Computing Platforms (2025)
Avoxi
MAY 13, 2025
5 Top Cloud Communication Computing Platforms (2025) If youre reading this, youre probably knee-deep in one of two situations: Youre expanding operations across borders and need voice infrastructure that withstands pressure.Youre tired of your aging, on-prem PBX system draining your budget and holding back your operational flexibility.Either way, rather than asking, What is a cloud… The post 5 Top Cloud Communication Computing Platforms (2025) appeared first on AVOXI.
How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook
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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.
Criticism in Customer Support
Help Scout
MAY 14, 2025
We want people to tell us whats not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.
How Does AI Improve Customer Experience? 14 Ways It’s Making CX Better
JustCall
MAY 20, 2025
Customer experience (CX) is ubiquitous today, yet many businesses struggle to deliver exceptional interactions. Traditional CX focuses on improving customer satisfaction through human-centric approaches like personalized service and efficient support. However, it lacks scalability, personalization is not consistently achievable, and it is expensive and limited by agent availability.
Is Agentic AI Ready to Take Over the Contact Centre?
CSM Magazine
MAY 13, 2025
As we move further into 2025, the customer service landscape is once again on the brink of transformation this time, thanks to significant evolution in artificial intelligence capabilities. Agentic AI is p ositioned as the next major leap forward, agentic AI goes beyond automating simple tasks or generating content. It promises something far more ambitious: the ability for AI agents to make complex decisions, handle entire workflows, initiate actions, and function independently of human oversig
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