Elevated, Engaged, Empowered, and Enhanced AI-Powered CX + EX = BG Brought to You by Avaya 💫

At the Best Contact Center Indonesia 2024, Juliet Lee, Channel & Strategic Alliances Manager for ASEAN & Korea AVAYA, shared a captivating personal experience from Paris during the Olympics. Despite high expectations for a top-tier dining experience, unexpected bad weather and disappointing service led to a challenging negotiation with the restaurant manager.

This story emphasized the critical link between employee experience (EX) and customer experience (CX). Juliet illustrated how the quality of employee engagement directly impacts customer satisfaction. In the contact center industry, agents represent 60-80% of operational costs and are essential to a brand’s success. Ensuring they are motivated and performing well is crucial for exceptional customer service.

Juliet also highlighted the role of technology, such as AI Agent Assist, in enhancing agent productivity and service quality in the digital age. Her insights underscored the importance of investing in employee well-being and technological advancements to excel in customer service.