Buyers Guide

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Agent Management Buyers Guide 2023

Posted by Keith Dawson on 09 August 2024

Executive Summary Agent Management Agents are the foundation of the contact center processes that impact every customer experience. These processes, and the customer service function, must be able to operate from any location, at any time, and agents must be able to respond to customers via any communication channel for any request. Optimized contact center processes feature agents who are... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Knowledge Management Buyers Guide

Posted by Keith Dawson on 08 August 2024

Executive Summary Knowledge Management All enterprises maintain storehouses of knowledge about themselves and their activities. Knowledge management is the practice of using technology to organize that information for practical purposes: to create it, store it, keep it current and make it accessible to employees when needed. Knowledge is fundamentally different from data; it is made up of data,... Read More

Topics: Customer Experience, Customer Experience Management, Business-focused Software and Services

Customer Experience Management Buyers Guide Executive Summary 2024

Posted by Keith Dawson on 08 August 2024

Executive Summary Introduction For many organizations, managing the customer experience (CX) has not been a centralized operation nor the responsibility of one leader who governs and optimizes the CX across every channel of interaction. But organizations are now making use of more integrated software and platforms that tie together customer relationship management (CRM) and contact center... Read More

Topics: Customer Experience, Customer Experience Management, Business-focused Software and Services

Customer Journey Management Buyers Guide Executive Summary 2024

Posted by Keith Dawson on 08 August 2024

Executive Summary Customer Journey Management Customer Journey Management (CJM) software is a component of broader experience management platforms that allows organizations to design the pathways that customers take as they interact with businesses. The underlying metaphor behind managing customer experiences is that of the journey: customers follow a path through distinct stages, with different... Read More

Topics: Customer Experience, Customer Experience Management, Business-focused Software and Services