Aspect
AUGUST 26, 2019
Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The contact center is drowning in information but starving for knowledge. That’s exactly what Performance Management (PM) does in the contact center, but it’s a long road from information to knowledge.
Taylor Reach Group
MAY 30, 2017
It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .
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DMG Consulting
APRIL 16, 2019
Workforce Optimization Ushers in the Real-Time Contact Center. It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. By Donna Fluss. who interact with them.
Robert Davis
OCTOBER 12, 2017
Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. can make for a more complex customer journey for your customers. By Brad Baumunk , President and COO.
VocalCom
JULY 30, 2018
In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. By defining a few key customer profiles, for example, your brand can create a customer journey map for each and determine the best ways to satisfy each person’s preferences.
Natalie Petouhof
MAY 27, 2016
Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming.
DMG Consulting
JULY 16, 2019
Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.
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