RSSRecent stories in "Technology"

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What Keeps You Up At Night?

Contact centers face a growing array of compliance requirements, rules and regulations for handling sensitive data. “Bad guys” seem to be lurking around every corner these days. They steal customer information and break into networks and systems. At the same time, contact centers face a growing array of compliance requirements, rules and regulations for handling […]

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Building A Resilient Contact Center

A few minutes outage can leave the center playing catch up on service level (and perhaps, customer satisfaction) all day. If minutes turn into hours, or become too frequent, where will customers turn for assistance? In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their […]

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Automation Generation

Are we now in the automation generation? Technology giants such as Google are already testing driverless automobiles. What’s next—pilotless passenger planes? (Hope not). Humanlike robots have long fascinated us. Who can forget the Tin Man from “The Wonderful Wizard of Oz”? Or the lovable R2-D2 of “Star Wars” fame? According to that invaluable writer’s resource, […]

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Hello, HAL! Artificial Intelligence In The Contact Center

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.” In 1968, a movie called “2001: A Space Odyssey,” billed as “An epic drama of adventure and exploration” was released. Produced and directed by Stanley Kubrick, one […]

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Building A Resilient Contact Center

“A few minutes outage can leave the center playing catch up on service level (and perhaps, customer satisfaction) all day. If minutes turn into hours, or become too frequent, where will customers turn for assistance?” In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their […]

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Automation Generation

“The contact center innovations of the past 40 years have succeeded in improving agent productivity and delivering a more satisfactory service to end users, but their record for substituting automation for labor is mixed.” Are we now in the automation generation? Technology giants such as Google are already testing driverless automobiles. What’s next—pilotless passenger planes? […]

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Workforce Optimization Survey: Time For The Next Level

Strategic Contact, working with Contact Center Pipeline, recently conducted the 2017 Workforce Optimization (WFO) Survey. A sampling of 291 contact center practitioners weighed in on how they plan for, deploy and leverage WFO solutions. This article explores what the results tell us about the value and opportunities WFO technology presents, as well as the challenges […]

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Three Security Myths About Moving To The Cloud

“Cloud infrastructure is designed around productivity and integration, which means advanced encryption of all data, whether it’s in transit or at rest, and between apps, networks and users.” Every day, contact centers all over the world use cloud platforms to successfully provide an efficient, seamless experience for their customers. As they lead the contact center […]

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Measuring Contact Center Effectiveness

“Make sure leadership and support staff understand what you measure, why you measure it, and which actions are expected in response to the information.” Contact centers have always been challenged to balance efficiency and effectiveness. Traditional contact center data supports the drive for efficiency by measuring average handle time, labor cost, staffing, cost per contact, […]

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What’s Your Path And Device For Voice Communications?

If you are in the throes of platform replacement, you may get caught up in all the hype that surrounds omnichannel customer contact. Or you may think the big decision is cloud or premise solution. Yet other critical, interlinked decisions focus squarely on voice calls. Like it or not, your contact center is still a […]

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Blending AI With Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […]

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The Personalized Service And Data Security Dilemma

“Customers want to have the utmost confidence that you are protecting their data and treating it with the respect it deserves… even as you continue to gather more of it.” As digital engagement with consumers increases, contact center managers and other customer experience (CX) professionals face a tough challenge: How do you continue to offer […]

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Strategy First In Technology Selection

“Take a top-down strategic approach that keeps you in charge and focuses on what really matters to your center.” Contact center technology selection is more complex than ever. The vendors all lay claim to a mind-boggling array of capabilities. Buyers must define the scope amid the tension between their enthusiasm for the technology and the […]

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Need To Improve Your CX? Chatbots Should Be On Your Radar

“Chatbots can make a big impact now, and as artificial intelligence evolves, your organization should be poised to evolve with it.” The universal answer to the above question these days seems to be an emphatic “yes!” Business leaders are recognizing that customer experience is a competitive business differentiator. Unfortunately, the complexity of omnichannel customer experience […]

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Simplifying Remote Access

“Enhancements in core technology and network connectivity, along with the proliferation of cloud systems, create a simplified approach to remote access to contact center systems.” The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home-agent program, accommodating “on the go” leaders, establishing connectivity to outsourcers, ensuring business continuity […]

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The Customer Journey In The Land Of The Smartphone

“The smartphone is becoming the ubiquitous and predominant tool for both selfservice and assisted service.” I want you to join me on a journey to the land of the smartphone. I’m from Portlandia, so I’m going to call this (not the least bit mythical) land Smartphonia. This is an incredibly exciting and compelling adventure that […]

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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 […]