CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Creating a roadmap ensures that every decision is intentional and focused on improving the customer experience.Whether you’re scaling your team or improving existing operations, developing a roadmap guarantees better alignment across teams, more satisfied customers, and sustainable business growth.

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Customer Service Journey mapping Wait times Self service 83

AWS Machine Learning

FEBRUARY 6, 2025

Building upon a previous Machine Learning Blog post to create personalized avatars by fine-tuning and hosting the Stable Diffusion 2.1 model at scale using Amazon SageMaker , this post takes the journey a step further. As technology continues to evolve, newer models are emerging, offering higher quality, increased flexibility, and faster image generation capabilities.

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Enterprise Advertising Personalization Technology 85

Callminer

FEBRUARY 6, 2025

As we step into 2025, AI is not just a tool, but a strategic enabler for tech companies seeking to do more with less. Read this blog to learn how.

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OctopusTech

FEBRUARY 6, 2025

Healthcare call centers are an integral part of ensuring patient safety and satisfaction. Being the first point of contact between patients and a healthcare organization, the call center handles concerns and inquiries. By following industry best practices for healthcare call centers, your organization can address patient needs better and deliver exceptional care. 1.

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Best practices Healthcare Call Center Interactive Voice Response 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 Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.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

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight. Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance tha

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Self service Average Handle Time Surveys Contact Center 62

SQM Group

FEBRUARY 6, 2025

Let's explore the 2024 FCR benchmark results. Highlighting trends, challenges, and advancements.

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Benchmark Call Center 72

CSM Magazine

FEBRUARY 6, 2025

Quiet quitting has become a hot topic in the workplace over the last few years. And for good reason. According to a survey by Gallup : At least 50% of the U.S. workforce are considered quiet quitters, with some estimates suggesting the number could be higher. Only 32% of U.S. workers are actively engaged in their jobs, while 18% are actively disengaged.

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Customer Service Morale Coaching Surveys 52

Concentrix

FEBRUARY 6, 2025

Explore how changing sports broadcast rights are reshaping the fan experience, and how to strengthen fan connections.

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Transportation Sales Marketing 62

CSM Magazine

FEBRUARY 6, 2025

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers. Heres how small businesses can leverage personalized merchandise to boost loyaltyand why it works.

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Personalization Advertising Customer retention Feedback 52

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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.

Contact Center

Concentrix

FEBRUARY 6, 2025

Ensure success in the competitive B2B advertising landscape by avoiding these common pitfalls when launching an ad sales revenue stream.

Advertising 48

Advertising B2B Sales Marketing 48

CSM Magazine

FEBRUARY 6, 2025

Poundland has partnered with Motorola Solutions to enhance security at its retail stores in the UK, aiming to reduce violence and theft. The retail chain has deployed VT100 body cameras to frontline employees at Poundland locations, resulting in an 11% decrease in aggressive encounters and a reduction in shoplifting incidents. Neil Thomas, corporate vice president of enterprise sales at Motorola Solutions , commented: A safer environment for frontline workers and shoppers alike underpins everyth

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Government Enterprise Sales Technology 52

Brad Cleveland Blog

FEBRUARY 6, 2025

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database thats part of your customer relationship management (CRM) system, a dedicated customer feedback … Continue reading → The post The Customer Feedback Funnel appeared first on Brad Cleveland.

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Feedback CRM Management Surveys 20

CSM Magazine

FEBRUARY 6, 2025

AI-powered co-pilots are the latest intelligent software tools designed to assist agents in delivering exceptional real-time support. But with so many options available, which co-pilot software stands out? Below, we explore how AI co-pilots are transforming the customer support landscape and evaluate some of the best solutions for your business. Why AI-Powered Co-Pilots Are Game-Changing AI co-pilots bridge the gap between human customer service and cutting-edge technology.

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Customer Support Chatbots Call Center Coaching 52

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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

AWS Machine Learning

FEBRUARY 6, 2025

This post is co-written with Javier Beltrn, Ornela Xhelili, and Prasidh Chhabri from Aetion. For decision-makers in healthcare, it is critical to gain a comprehensive understanding of patient journeys and health outcomes over time. Scientists, epidemiologists, and biostatisticians implement a vast range of queries to capture complex, clinically relevant patient variables from real-world data.

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Healthcare APIs Analytics Transportation 76

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. What to Look for in a Customer Service-Focused MBA Before choosing an MBA, its useful to identify key elements within a program that align with your goals. Here are some of the features to look for: Curriculum Depth in Customer Relations: Programs with specialized courses in customer relationship management, consumer

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AWS Machine Learning

FEBRUARY 6, 2025

The rapid advancement of generative AI has brought powerful publicly available large language models (LLMs), such as DeepSeek-R1 , to the forefront of innovation. The DeepSeek-R1 models are now accessible through Amazon Bedrock Marketplace and Amazon SageMaker JumpStart , and distilled variants are available through Amazon Bedrock Custom Model Import.

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APIs Best practices Government Finance 117

CSM Magazine

FEBRUARY 6, 2025

Customer Success pioneer Guy Nirpaz announces Perspective AI, the only tool that scales the messy, honest, human conversations into real customer truths. Perspective AI emerged from stealth today to announce a $4 million seed funding round led by Village Global, Array Ventures, Honeystone VC, Recursive Ventures, Darkmode VC, and prominent angel investors.

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CRM Surveys Sales Customer Service 52

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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.

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

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Benchmark Customer centricity Analytics Feedback 62