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.

Big data 102

Big data Management Journey mapping Contact Center 102

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.

Journey mapping 67

Journey mapping Analytics Interactive Voice Response Social media contact 67

Avaya

DECEMBER 6, 2016

Whether you realize it or not, big data is at the heart of practically everything we do today. In today’s smart, digital world, big data has opened the floodgates to never-before-seen possibilities. Making Customer Journey Analytics Work for You.

Big data 66

Big data Customer Experience Analytics Self service 66

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. . . .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

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.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

APRIL 10, 2017

This includes branch/storefront, back office, in-person sales, website, social media, and contact center activities (including interactive voice response, web self-service, live agent, text, and chat). CJA’S Role in the Market. This is the kind of knowledge that enterprises have been seeking for generations.

CRM 48

CRM Analytics Journey mapping Interactive Voice Response 48

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Another convenient self-service option is the knowledge base. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52