CSM Magazine

APRIL 26, 2022

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.

Virtual Agent 52

Virtual Agent NPS Interaction Communication 52

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. And the list goes on.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

TechSee

MARCH 7, 2022

Reducing the burden of call volume for simple, repetitive tasks gives agents more time to resolve complex customer issues. Employee Experience. Providing customers with intelligent ways to find solutions to their problems and answers to questions through self-service platforms simplifies interactions and reduces customer effort.

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. 2022 just might be The Year of the Contact Center Employee. Employee Experience. Several workforce trends are driving the need to focus on the employee experience.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Interactions

JANUARY 16, 2020

In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. As we see businesses embrace digital transformation, it’s becoming clear that it’s not enough to just focus on the customer experience. customer experience. agent/employee experience.

Customer Journey Mapping 87

Customer Journey Mapping Virtual Agent Customer Journey Books 87

Interactions

JANUARY 16, 2020

In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. As we see businesses embrace digital transformation, it’s becoming clear that it’s not enough to just focus on the customer experience. customer experience. agent/employee experience.

Customer Journey Mapping 62

Customer Journey Mapping Virtual Agent Customer Journey Books 62