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 86

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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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 77

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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.

Contact Center

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

CSM Magazine

FEBRUARY 6, 2025

Call tracking can be a game-changer for businesses that want to better understand their customers, optimize marketing strategies, and improve their bottom line. But how do you set up call tracking effectively? This guide will walk you through the process step-by-step, so you can start making data-driven decisions for your business. Why Call Tracking Matters Before jumping into the setup, let’s briefly highlight why call tracking is essential for many businesses: Measuring Marketing ROI: Ca

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Analytics CRM Advertising Sales 52

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

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

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

Concentrix

FEBRUARY 6, 2025

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

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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

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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.

Cloud contact

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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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 119

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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Customer centricity Healthcare Analytics Big data 52

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

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

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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