Augment CXM

Augment is a leader in customer experience-driven artificial intelligence

[Augment CXM @AugmentCXM]

IBM is throwing its hat into the call center automation ring. https://t.co/jISUKzL52W

[Augment CXM @AugmentCXM]

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. https://t.co/SZyqhcKR3i

[Augment CXM @AugmentCXM]

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! https://t.co/ZJDIPLXfF5

[Augment CXM @AugmentCXM]

Nice continues to grow is offerings with the recent purchase of ContactEngine. https://t.co/Yi9aUr3GkZ

[Augment CXM @AugmentCXM]

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? https://t.co/wq0iMyIIko

[Augment CXM @AugmentCXM]

Talk Desk raises another $230M to build the contact centers of the future! https://t.co/BUKkpMXODU

[Augment CXM @AugmentCXM]

@Fonolo put together a hilarious compilation of the "Top Ten Worst Companies to Call in 2020". Check it out here: https://t.co/00zK1UjR1u. Hopefully you did not make this list!!

[Augment CXM @AugmentCXM]

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 https://t.co/tatY5jWVKA brought to you by @onholdwith.

[Augment CXM @AugmentCXM]

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.

https://t.co/tBKIewbJkT

[Augment CXM @AugmentCXM]

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. https://t.co/5IUGnnpWgz

[Augment CXM @AugmentCXM]

@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.

https://t.co/VjNueNosXm

[Augment CXM @AugmentCXM]

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

[Augment CXM @AugmentCXM]

@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?

https://t.co/g07xKwGwfe

[Augment CXM @AugmentCXM]

1: Know your audience
2: Build communities
3: Maintain your customer journey

Great advice from @Phil_Britt! https://t.co/0xXtRAfybB

[Augment CXM @AugmentCXM]

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 https://t.co/rnTwHW3GgU

[Augment CXM @AugmentCXM]

Bold move @Genesys 😉

#Omnichannel is the future. We're watching to see if the acquisition of @Bold360 helps you win customers back from @ServiceCloud.

https://t.co/PP8tNoE9QI

[Augment CXM @AugmentCXM]

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: https://t.co/rBOQ7WIsH5

[Augment CXM @AugmentCXM]

#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. https://t.co/vIYj2Q2vGh

Is your contact center up to date?

[Augment CXM @AugmentCXM]

Move beyond traditional CX surveying and start supporting your customers proactively! https://t.co/7lxawpnBF6

[Augment CXM @AugmentCXM]

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

[Augment CXM @AugmentCXM]

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.