Augment CXM

IBM is throwing its hat into the call center automation ring. buff.ly/3hrqwRw

Call center operations during the pandemic have been challenging - to say the least. This has caused some tragedies, may drive a permanent shift to WFH, and highlights the difficulties in the outsourced contact center industry. buff.ly/3C3s1gy

Customer service with an AR twist? Imagine talking to a member of customer support and showing them the issue you're having as if you're both in the same room! buff.ly/3zeFYY7

Nice continues to grow is offerings with the recent purchase of ContactEngine. buff.ly/3km7z35

On one hand more monitoring makes sense. But on another, you can use other tools to understand the performance of your agents -- without looking over their backs. Where do you stand? buff.ly/3jE5jUv

Talk Desk raises another $230M to build the contact centers of the future! buff.ly/3xQj2wV

@Fonolo put together a hilarious compilation of the "Top Ten Worst Companies to Call in 2020". Check it out here: buff.ly/3AuAVTC. Hopefully you did not make this list!!

Customer's dread one thing more than anything else - being put on hold. Here's an interesting real time compilation of customers complaining about hold times buff.ly/3lP0MBq brought to you by @onholdwith.

Customer service as a whole has gotten better over the last year. Companies like @WeAreFarmers, @jumpworkuk and @Allianz turned a pandemic into an opportunity for growth. forbes.com/sites/christop…

A little AI and and little Human. This take by @servicenow is a great way to think about the future of the call center. We have to Augment humans, not replace them. forbes.com/sites/servicen…

@Avaya & @Google's @Dialogflow have been cozying up even more in 2021. As @mvizard points out, this partnership is the start of many contact center tech companies starting to think through the classic build vs buy problem for their own AI solutions. venturebeat.com/2021/01/31/ava…

@PeterLoPR @Genesys @amazon @asapp @siliconbarry...?

@AugmentCXM @Genesys @amazon @asapp Obviously I’m biased from my employer but, yeah, that’s gonna be a “no” from me, dawg. Show me the AI papers they’re putting out, or how they’re innovating in applied AI that isn’t just buzzword factory.

@Genesys is looking to maintain their edge against some of the tech Titans like @amazon and up and comers like @asapp. Think they can retain their lead? protocol.com/enterprise/ton…

1: Know your audience 2: Build communities 3: Maintain your customer journey Great advice from @Phil_Britt! cmswire.com/customer-exper…

Do you make your customers wait in an agonizingly long line? (We're looking at you #DMV). The new #StateofService report shows that appointments for customer care are on the rise cheddar.com/media/customer…

Bold move @Genesys 😉 #Omnichannel is the future. We're watching to see if the acquisition of @Bold360 helps you win customers back from @ServiceCloud. martechvibe.com/news/genesys-s…

How do you measure #CX? Do you use #CSAT? #NPS? How about #CES? The Customer Effort Score is one of the least understood (and most interesting) of the #CX scores. Check it out here: cxnetwork.com/cx-service-sup…

#AI for #CX is seeing a major uptick in activity over the past year. Real-time transcription, agent analytics and personalization are all leading caused for the new tech. nojitter.com/customer-exper… Is your contact center up to date?

Move beyond traditional CX surveying and start supporting your customers proactively! go.forrester.com/blogs/advanced…

@Genesys, @salesforce, @Zendesk, @Avaya, @Cisco

It is shocking how many #contactcenters still cannot see what issues are leading to long hold times, you would think with all of the CTI tools available that this would have been solved, but it appears to be one of the lowest hanging opportunities for #speechanalytics.