CRM, KM, LMS, LCMS, CIM, ACD, CTI, IVR, PCCS, PDS, ERMS, SMS, WFO, WFM, QM, APM and some newer ones - ASR, STT, TTS, AI, VA, CCaaS and CPaaS - AAAH!
So many acronyms, so many technologies, what do the all mean and more importantly, how can they benefit your contact center?
You can blame me for a few of these acronyms. Back in 2004 I began using CIM - then defined as Contact Interaction Management - as the name of the portfolio of technologies used when Agents and Customers interact using inbound and outbound voice, e-mail, chat and collaboration, fax and forms. Since then the industry has made an important correction - CIM is now Customer Interaction Management.
About the same time I introduced the acronym PDS as a shortform alternative to using the term outbound dialer (be it a preview, progressive or predictive solution).
I also introduced the acronym APM - Agent Performance Management - when working with client and industry thought leaders on moving from agent scorecards to a more holistic solution that also managed the coaching process and complimented contact center focused e-learning delivery solutions.
As a pioneer in introducing technology to simplify and improve contact center and agent performance management with over 40 years of experience in contact center operational, analytical, strategic planning and IT roles, I know the technologies, what they do and how they work together.
More importantly, I know when and how these technologies can bring value when introduced alongside complimentary changes in business practices and organization. Technology is only one part of solutions that transform the contact center and Customer experience.
Don't worry if you're not aware of all of the acronyms ...
I think we've all heard it said, "Without Customers there is no business." Before the dot.com bubble burst and also long before just about everyone had (or were even ready to seek) Customer Relationship Management (CRM) solutions, I created a Customer-centric design methodology and CRM vision for the introduction of an e-business model for my client. This was complimented by a focus on simplicity for my client too - satisfying Customer needs should be simple for the Customer and simple for the company.
The Customer experience has to be at the forefront of solution design. The Agents, their coaches and leaders matter too. A positive Customer experience requires skilled willing contact center personnel, and contact center solutions must consider the Agent and contact center user experience too.
In short, solutions must be simple to manage, use and support.