Augment is a leader in customer experience-driven artificial intelligence
San Francisco, CA
Joined August 2017
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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
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/christopher…
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/servicenow/…
1: Know your audience
2: Build communities
3: Maintain your customer journey
Great advice from @Phil_Britt! cmswire.com/customer-experie…
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-s…
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…
#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-experi…
Is your contact center up to date?
Move beyond traditional CX surveying and start supporting your customers proactively! go.forrester.com/blogs/advan…
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.
Did you know that a modest increase in CX, on average, boosts revenues by about 83%? We can help!
Visit augmentcxm.com to learn what our services can do for YOU.
Did you know that more than 85% of consumers say they'll pay more for a better customer experience?
We can help you implement AI so that your CX responds to customer needs and concerns that are real!
Visit augmentcxm.com to schedule a demo!
Learning what your pain points are will help you create better interactions!
By leveraging AI into your #CXM, organizations can provide 24/7 support without worrying about hourly limitations or missing a customer service request!
