RSSRecent stories in "Technology"

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Technology’s Role In The Omnichannel Pursuit

“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and organizational elements to drive value from the technology and deliver on the goals.” Omnichannel Is Everywhere—Vendor Marketing, Analyst Articles, Conference Sessions, Client Wish Lists. While touted as a new concept, it doesn’t seem all that […]

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Dissecting The Customer Experience Management Market

“With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same platform.” The customer care industry is noted for an abundance of acronyms. In recent years, we successfully brought forth a new one— CXM, for “customer experience management.” The purpose of this article is to take […]

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Digital Feedback Management: The Next Chapter For Customer Experience

“When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’ that traditional surveys offer.” The harsh new reality of customer experience leaders stealing customers and eroding margins is causing companies all over the world to invest in customer experience (CX) solutions to ensure their interactions […]

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Working Together To Optimize Technology

“A stalemate can occur when the center wants IT to educate them on what’s possible and IT wants the center to define what they want or need.” Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, […]

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A Predilection For Predictive Predictions

“Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.” One of my favorite things about the beginning of a new year is reading all the predictions that the soothsayers, psychics, wizards and other prognosticators foresee for the […]

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Moving Beyond Phone Calls: WFM In An Omnichannel World

“Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer experience as they use their channels of choice.” In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around multichannel workforce management […]

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Artificial Intelligence: Friend Or Foe?

“Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.” According to 2016 statistics from Excelacom, in an Internet minute there are 701,389 Facebook logins, 347,222 tweets, 2.4 million Google searches, 150 million emails sent, and 527,760 photos shared on Snapchat. We live in a digital world and have seen […]

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Use Technology To Optimize Staff

“There are many choices of where to focus investments, time and resources in pursing optimization. The first step is to change how you use what you have to get some quick gains.” Last month I talked about all the wonderful ways technology can improve the new-hire process. So now we need to look at what […]

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The Current And Future State Of The WFM Systems Market

“As economic power continues to flow from seller to buyer, it becomes increasingly important to strategically leverage the consumer information that resides in the contact center.” Every two years, Pelorus Associates publishes a comprehensive market analysis of the state of the contact center workforce management market. We published our first WFM report in 2007 and […]

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Congratulations! You Just Bought Speech Analytics! Now What?

“Purchasing a speech tool is like hiring someone to remodel your house only to discover that he can also repair your dented fender, prepare your taxes and whip up gourmet dinners for your family.” If your city’s police chief recruited officers and trained them effectively, but failed to deploy them appropriately or manage them in […]

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The Digital Workplace

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the preferred communication channel among millennials, and social media has emerged as their top choice for obtaining information and content. Our employees are also consumers of the latest cool tools and applications. […]

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Reduce Early Turnover With The Latest Tools

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training or quickly determine that this job isn’t for them. The company invests significant time and money in the process with nothing but an FTE gap to show for it. Technology tools from […]

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I, CHATBOT

You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I, Robot, which is a collection of short stories tied together with the theme of interactions between humans and robots. If that’s what you’re thinking, you’re wrong. The inspiration for this column actually came from a […]

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It’s Time To Optimize Those Ugly Agent Desktops!

“You have to define the functionality you seek as well as the integration requirements to look for the right solution type and associated vendors.” Every contact center looks for ways to be more effective and efficient in handling customer contacts, and process improvement is a high impact opportunity. Yet we see few centers focus attention […]

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Tips On Selecting And Deploying Speech Analytics

“A speech tool is not a plugand-play technology. Your organization must be prepared to dedicate the proper resources that will ensure its success.” Speech analytics is seen as a trendy, cool technology because it can provide insights into customer and agent communications in ways that are unmatched by other methods. For example, speech software can […]

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Cloud Success In 3 “Easy” Pieces

“In all but the most basic centers, active vendor management will be a key part of ensuring a good partnership with the vendor and ongoing success for the users.” The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile phone app! […]

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The Quickly Maturing Cloud Market

The “Cloud” contact center technology market is maturing and the vendors are all in. You may be lured by the “fast and easy” message, but serious buyers need to be well informed to seize the opportunities and avoid pitfalls. This article is the first in a two-part series, focusing on the market and vendor landscape, […]

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How To Get A Lot (Of Technology) For A Little (Center)

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The realities of small centers and big technology can make these rather simple goals feel daunting. But excitement abounds with today’s technology solutions, including cloud, suites, managed services and innovations that “trickle […]

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Remembering Art Rosenberg: That “No Quit” Attitude

I’m not a real cowboy, but I still want to be one when I grow up. In the meantime, I do my best to live the cowboy way on my little ranch in the high Sonoran Desert. I don’t think you have to be a real cowboy to live by the code of ethics often […]

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The Agent Attrition Mission

Baptism by fire. That pretty much sums up the experience of new contact center agents. From day one, agents are expected to understand a wide array of products and services. They’re asked to produce measurable results in an increasingly diverse market, all with little guidance. The pressure is even greater for contact center managers tasked […]

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Upgrade The Self-Service Experience

Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate content so that they can find the information they need and get on with their lives. “There is a massive focus in the industry to try to push customers toward digital, […]

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Workforce Optimization In The Cloud: Types, Advantages, Adoption

Many organizations are taking advantage of the cloud for information technology and business operations benefits, and workforce optimization (WFO)—the portfolio of solutions that typically includes interaction recording, quality management and learning, workforce management, performance management and emerging tools like gamification and various types of analytics—is no exception. That said, the cloud means different things to […]

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It’s (Time For) A New Day In Authentication And Routing

The entry point to the contact center—identification and verification (aka authentication), along with routing—is a make-or-break moment for the customer experience. All too often it is unpleasant at best, and downright irritating at worst. It is high time to stand the old thinking on its head and implement new approaches. Today’s technology gives us the […]

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Contact Center Omnichannel: Wouldn’t It Be Nice

This is a universal truth: If I played you the first two measures of the song “California Girls,” you would be able to name that Beach Boys tune in those 16 notes regardless of the year of your birth. There’s something about Beach Boys music that transcends time. I have a DVD of the Beach […]

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Accelerant For Growth: Analyzing The Complete Voice Of The Customer

“By predefining and using search capabilities to scour speech and text data, the contact center can enable more thorough call compliance to mitigate risk, identify mentions of legal action, and implement tactics to prevent future exposure.” Every day, the contact center is charged with listening to the voice of the customer to provide the best […]

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CONFESSIONS OF AN ANALOG MAN IN A DIGITAL WORLD

At one point in my life I had an epic collection of vinyl record albums. I even had the Beatles’ first album, “Meet the Beatles” that accidentally found its way from my dad’s record collection to mine. I had Nicolette Larson’s debut album, “Nicolette,” which reminds me to this day of her angelic voice and […]

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SOME NICE NICHE TECHNOLOGIES

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at peak efficiency. But we’d like to put the spotlight on a few niche technologies that we find intriguing. Here are a few of our favorites along with some key considerations and […]

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THE GAME IS AFOOT!

“We balance probabilities and choose the most likely. It is the scientific use of the imagination.” —SHERLOCK HOLMES, “The Hound of the Baskervilles” I doubt Sherlock Holmes would ever use the word “gamification,” even while under the influence of the seven percent solution of cocaine that he occasionally injects, as we discover in the story, […]

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Contact Center Technology In A Changing Market

Over the years, we’ve watched key players in contact center technology evolve their solution positioning from enterprise communication with contact center applications, to unified communications (UC), to converging contact center and UC. Throw in a few other (sometimes dangerously vague) buzz phrases like business communications and collaboration, and it can get confusing! Where does the […]

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Why WFO Makes Sense For SMB Contact Centers

Don’t let the words “small” or “medium” fool you. Competently running a small to medium-sized business (SMB) is a daunting task. While the scale of your operations might be negligible when compared to a large corporation, all of the same core business functions must still be managed, but with the added challenge of a smaller […]