100k Call Agents to Lose Jobs in 2025 Thanks to AI

This week on Funnel Frontier: GenAI’s efficiency on routine queries could sharply reduce the demand for human agents, potentially displacing 100k contact center agents in 2025, according to Forrester.

This week:

• GenAI set to displace 100k contact center agents in 2025
• Forget boring surveys—this AI grills customers for real insights
• AI sales roles are becoming hot—here’s how to land one
• Here’s why mind maps are the ultimate work hack
• Are you even using Facebook’s ad library properly?

Stat of the Week

By 2030, 14% of employees will have been forced to change their careers because of AI. (Forbes)

GenAI set to displace 100k contact center agents in 2025

Forrester’s latest report predicts a major shakeup: GenAI is set to displace 100,000 contact center agents across top outsourcing giants by 2025. With 62% of contact centers outsourced—often to low-cost, offshore labor—GenAI’s efficiency on routine queries could sharply reduce the demand for human agents. Forrester recommends that CX leaders adapt by moving to performance-based models that maximize tech while reserving human agents for high-value tasks.

It’s not just agents in the crosshairs. One in four CX teams may cut underused tools, swapping out standalone software for “good enough” enterprise solutions. Routine features, like post-interaction surveys and conversation analytics, are often bundled in broader enterprise suites, allowing companies to streamline and refocus their CX budgets on tools that drive clear business outcomes.

On digital accessibility, Forrester finds that although 59% of companies have executive support for accessibility initiatives, only half are expected to make meaningful changes. The rest may take surface-level steps—opting for quick fixes without enhancing real accessibility.

With CX quality stagnant, Forrester’s 2025 outlook is clear: for brands willing to invest strategically, this may be the moment to outpace competitors and elevate customer experience.

The Week @ CRM.org

Top 10 Insurance CRM (2024). “Insurance” against getting stuck in the admin shuffle. Our updated ten spots. 

CRM Stats & Trends. Up-up-up. Stargazing the numbers in our fast-growing SaaS segment. 

Weekly Bloom

Writing a Great Vision Statement. Think of your vision statement as a flag: symbolic, aspirational, and slightly fluttering in the wind of market trends. Our how-to guide, with examples.

Forget boring surveys—this AI grills customers for real insights

InMoment’s latest AI-powered Active Listening Agents are set to revolutionize customer feedback by doing more than just collecting data—they’re starting conversations. Instead of tired old surveys, these agents use context-aware generative AI to prompt follow-up questions and pull out meaningful responses. 

InMoment’s own data shows why this approach works: feedback with Active Listening Agents is 2.4x more likely to be actionable and sees 24% more insights into customer intent.

Want more details? Here’s the kicker: this AI tool doesn’t just create a better feedback experience—it supercharges InMoment’s text analytics to uncover 54% more relevant topics, transforming vague feedback into precise action points. 

For companies already using InMoment’s ChatGPT-powered Smart Summary Generator, feedback is not only deeper but faster to process, saving precious time sifting through comments.

So, while some AI agents are edging out call center jobs, InMoment’s AI is breathing new life into feedback, helping brands understand their customers like never before.

Stellar Strategies: Tips & Tricks for Sales, Marketing & Service

AI sales roles are becoming hot—here’s how to land one

As companies continue pouring billions into AI tech, they need sales pros who get both the tech and the pitch. From top-tier companies to startups, everyone wants skilled pros who can make complex AI solutions sound easy.

So, what does it take to break into this field? Nothing too fancy—just your core sales skills leveled up with some AI know-how:

• Technical savvy – Know your product and why it matters.

• Prospecting & lead qualifying – Zero in on high-potential leads, cutting time on mismatches.

• Relationship building – Build trust and connections that turn into long-term clients.

• Closing techniques – Overcome objections, address concerns, and close the deal.

AI sales roles offer long-term career growth and come with great perks—from $82K+ salaries to performance bonuses. Ready to dive into AI sales? Explore more on breaking into the industry here.

Here’s why mind maps are the ultimate work hack

Mind maps are a powerful tool for organizing information, giving you a bird’s-eye view of all the elements in one place. They help you clearly structure big ideas, see connections, and plan actionable steps, making it easy to stay on track and productive.

Here’s how to make your mind map work for you:

1. Start with a central idea: Place your main topic or project goal in the center. This is your anchor point to keep all related ideas aligned.

2. Branch out with key points: Add branches for major points that relate to your core idea. Each branch breaks down a significant part of your topic or project, creating an organized outline.

3. Add details to each branch: Create sub-branches for deeper details, like action steps, team assignments, or relevant research points.

4. Use colors and images: Adding colors, images, or symbols makes your mind map visually engaging and memorable, helping reinforce connections.

5. Review and refine: Periodically review your map, making adjustments as needed. Use it as a guide to keep track of progress and ideas.

Ready to transform your brainstorming sessions? Mind mapping might be your new go-to for making sense of it all. Learn more here.

Are you even using Facebook’s ad library properly?

Want to take the guesswork out of Facebook ads? Facebook Ad Library can help you craft ad campaigns that speak directly to your audience. 

With access to a library of real-time ad insights, you can analyze successful campaigns and pinpoint what works—without spending a fortune on A/B testing.

Here’s how to get started:

• Identify trends: Study top-performing ads in your niche to spot design, messaging, and audience engagement trends.

• Fine-tune messaging: See what hooks capture attention. Borrow ideas, then personalize them to match your brand’s tone.

• Leverage competitor insights: Use the Ad Library to benchmark against competitors and identify gaps in your own strategy.

Maximizing Facebook ad impact is simpler when you start with a strategic foundation. Explore Shopify’s full guide for step-by-step tips.

Galactic Gourmet

CRM blips from around the web

Pipedrive named 2024 Power Partner by Inc. Pipedrive earns a spot on Inc.’s Power Partner list, recognized for empowering small businesses with its CRM solutions. Recent AI-powered updates simplify sales and drive growth, winning customer praise.

Salesforce CEO keeps taking shots at Microsoft Copilot. Marc Benioff again criticized Microsoft’s Copilot, dubbing it “Clippy 2.0” and pointing out issues like data handling and the need for custom LLMs. The critique highlights Salesforce’s recent launch of Agentforce, which Benioff claims offers a more seamless, autonomous AI experience.

Cisco unveils AI tools for Webex designed to eliminate wait times and cut call volume. The standout: Webex AI Agent, which handles customer queries instantly. Paired with AI Agent Studio for rapid bot setup and Cisco AI Assistant to guide agents in real-time, these tools aim to boost satisfaction and streamline customer interactions.

Astronomical Assets

Significant Moves in the Last Seven Days 

^{DISCLAIMER: None of this is financial advice. This newsletter is strictly educational and is not investment advice or a solicitation to buy or sell any assets. Please be careful and do your own research.}

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