CSM Magazine

MARCH 15, 2024

By moving to AXP, this financial services giant would be able to streamline interactions across its massive customer base and equip agents with advanced capabilities to drive more personalised, efficient experiences. There’s no need to “rip and replace” existing infrastructure. What about existing Avaya customers?

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Virtual agents are an expansion of your best live agent — and they can cut operating costs on average of 66%. Demonstrating those best use cases.

ROI

Speaker: Gary Davis, SmartAction CEO

Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.

Virtual Agent

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center