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.

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ShepHyken

MAY 19, 2025

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Removing Barriers: How Rigid Rules Can Damage Customer Relationships by Ryan Minton (Forbes) In today’s experience-driven economy, rigid policies can be a competitive disadvantage.

Customer Service 196

Customer Service Average Handle Time Customer Support Contact Center 196

Interaction Metrics

MAY 19, 2025

Customer experience research is evolving rapidlyespecially for B2B companies, where their high-value relationships demand precision insights. Thats why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol , Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take on whether AI enhances human research or replaces humans altogether?

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B2B Customer Experience Journey mapping Surveys 62

Concentrix

MAY 19, 2025

Redefine customer interactions, deliver exceptional experiences, and drive retail growth with end-to-end, tech-powered transformation.

Customer retention 48

Customer retention Technology 48

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IT teams are under pressure to do more with less. AI isn’t just hype—it’s already helping lean IT teams cut support volume by up to 60%, reduce cloud waste, and eliminate risk from their stack. In this executive playbook, you'll learn how mid-sized companies are deploying AI to automate tier-1 tickets, predict outages, optimize SaaS spend, and secure infrastructure without hiring a bigger team.

SaaS

AWS Machine Learning

MAY 19, 2025

This blog post is co-written with Jonas Neuman from HERE Technologies. HERE Technologies , a 40-year pioneer in mapping and location technology, collaborated with the AWS Generative AI Innovation Center (GenAIIC) to enhance developer productivity with a generative AI-powered coding assistant. This innovative tool is designed to enhance the onboarding experience for HEREs self-service Maps API for JavaScript.

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Technology APIs Engineering Automotive 77

Anexa BPO

MAY 19, 2025

En el dinmico y competitivo mundo de los contact centers en Mxico, el xito no es fruto de la casualidad, sino de una orquestacin precisa y un liderazgo efectivo. En el corazn de esta direccin se encuentra una figura clave: el coordinador de campaa de contact center. Este lder multifactico es el motor que impulsa la productividad, la calidad y, en ltima instancia, la satisfaccin del cliente.

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Contact Center Morale Call Center 52

JustCall

MAY 19, 2025

Youre on vacation, miles away from your home office, when your landline rings. Its a client with an urgent request or maybe a family member needing help. But youre not there to answer. By the time you check voicemail, the moment has passed, and the frustration of missing that critical call lingers. These days, being tied to a landline feels outdated.

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voip Interactive Voice Response CRM Analytics 52

CSM Magazine

MAY 19, 2025

Walmart is gearing up for a revolution in how people shop, focusing on making its products attractive not just to human shoppers, but also to AI (artificially intelligent) shopping agents. As these AI bots, which can perform tasks without human intervention, start to change online shopping, retailers need to rethink their marketing strategies. AI is already altering how consumers find products via search engines by providing AI-generated summaries, but completely autonomous shopping agents will

industry standards 52

industry standards Advertising Engineering Accountability 52

JustCall

MAY 19, 2025

Conference calls can be extremely useful if you want to talk to multiple participants, like your coworkers or business partners. Now, we usually handle such calls using video conference call tools, such as Zoom or Google Meet. However, sometimes, you may just need to talk briefly to two or three people at the same time without the hassle of opening the app, creating a meeting, and sending out invites to all participants.

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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.

Sales

CSM Magazine

MAY 19, 2025

Wolters Kluwer Health has received the 2024 NorthFace ScoreBoard Service Award for exceptional customer support through its Ovid and Lippincott customer service organizations. This marks the 14th consecutive year that Wolters Kluwer has achieved this honor, showcasing their commitment to customer satisfaction. The company boasts an impressive Net Promoter Score (NPS) of 83%, well above the industry average of below 40%, and a ScoreBoard Index of 4.8 out of five.

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Customer Support Customer Service Customer Experience 52

Vistio

MAY 19, 2025

Not all training is created equal. And not all trained agents are truly ready. For contact centers, the difference between someone who thinks theyre ready and someone who is ready can be expensive, especially when that first live call doesnt go as planned. Customer satisfaction takes a hit. Handle times spike. Escalations increase. And the pressure mounts on supervisors to fix something that couldve been caught much earlier.

Scripts 52

Scripts Contact Center Feedback Customer Experience 52

CSM Magazine

MAY 19, 2025

What are the characteristics of a great employee? How can you identify those qualities as you go through the hiring process? And how do you track employees performance after you hire them? The first quality you should look for is personality. If the position you are looking to fill requires that the employee interact with your customers and with your other employees, personality is critical.

Personalization 52

Personalization Customer Service Banking Accountability 52

Concentrix

MAY 19, 2025

Redefine customer interactions, deliver exceptional experiences, and drive retail growth with end-to-end, tech-powered transformation.

Customer retention 48

Customer retention Technology 48

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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.

Contact Center

CSM Magazine

MAY 19, 2025

Breaking old habits isnt easy, but the benefits of teamwork between these groups are too significant to be overlooked. Smart businesses are finding new ways to encourage collaboration across established boundaries. This guide shows simple but effective ways for these three teams to work together to increase customer satisfaction and help your business grow.

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