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What’s the difference between customer journey mapping and customer journey analytics?

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. While customer journey mapping provides valuable insight into the channels and activities experienced [...]
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The Advantages of Analytics-Enabled Quality Management

The Advantages of Analytics-Enabled Quality Management For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the [...]
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Are multi-channel and omni-channel contact centers the same?

Question: I used to hear about multi-channel contact centers, now it’s omni-channel. Are they the same thing? Answer: While there are some surface similarities – both terms refer to contact centers that support customer interactions in more than one voice and/or digital channel – the differences are significant. Multi-channel contact centers manage each channel (e.g., [...]
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Making Sense out of the RPA Market

Making Sense out of the RPA Market The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, [...]
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How can we confirm IVAs will provide the same information as our contact center agents?

Question: We’re considering the addition of intelligent virtual agent capabilities to provide 24/7 customer service. How can we confirm they will provide the same information as our contact center agents? Answer: To ensure an intelligent virtual agent (IVA) delivers responses that are consistent with a human agent – and vice versa –requires a single source [...]
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WFM Solutions Adapt to Changing Needs

WFM Solutions Adapt to Changing Needs No contact center technology has undergone as significant a paradigm shift as the WFM sector. Its fundamental purpose and function remains the same, but the process is vastly different. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. But contact centers are [...]
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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. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]

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Essential Role of Contact Centers in Digital Transformations

Essential Role of Contact Centers in Digital Transformations I’ve got a bone to pick with enterprise technology decision-makers. We’re in the period of digital transformation, but surprisingly, contact centers are sometimes left out of these initiatives. Eventually, someone reasonable comes along and points out the necessity of including the primary customer-facing department in the digital [...]
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Innovation Enhances the Cloud-Based Contact Center Infrastructure Market

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers whose management made the [...]
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Choosing an omni-channel cloud-based contact center infrastructure solution

Question: Should the business case to acquire an omni-channel cloud-based contact center infrastructure solution be multiple mini-business cases (by channel) or one overall? Answer: A business case, which DMG defines as “a document designed to convince a decision-maker of the need for and benefits (contribution to the bottom line) of an investment,” are not one-size-fits-all. [...]
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What’s the best way to use contact handle time as a key performance indicator?

Question: What’s the best way to use contact handle time as a key performance indicator? Answer: The amount of time agents spend handling interactions in each supported channel (e.g., inbound/outbound calls, chats, emails, short message service (SMS)/text, messaging, social media, etc.) is a critical key performance indicator (KPI) for contact centers, and has been one [...]
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