The world of CX is rapidly evolving. Here are 10 essential CX acronyms to know:
- CX = Customer Experience
Customer Experience is how customers perceive your brand based on your interactions with them. In the IT context, it involves all the technological resources your business dedicates to helping prospects and clients navigate through your processes.
It is usual to misconceive CX as customer service, but these are very different terms. Customer service aims to make clients happy, while CX encompasses a broader list of components, including customer service.
- BPO = Business Process Outsourcing
BPO is a model where customer service business processes are delegated to third parties to support existing and potential clients. The services provided may include:
- Human resources
- Digital services
- Assisted channel services
- Technology and system integration
- Infrastructure, software development and design
- Reporting and analytics
- Business process management.
- CCaaS = Contact Center as a Service
CCaaS is a cloud-based customer experience service that replaces traditional contact center solutions based on phone systems and call flows.
CCaaS diversifies and enables omnichannel communication forms to improve service and the experience of contact center agents for the clients.
- QM = Quality Management
QM is a quality monitoring solution that enables operations to improve the customer and agent experience. With an agent-centric approach, this offering includes screen and call recording, agent self-evaluations, automated feedback, and workflows.
- WFM = Workforce Management
WFM uses technology to help organizations streamline and automate the processes that manage workers’ time, organize and deploy their labor force efficiently, enable employee and manager self-service, and ensure employee safety.
- WFO/WEM = Workforce Optimization/Workforce Engagement Management
This service combines WFM, QM, Performance Management, Audio & Screen Recording to streamline the processes between every department and employee to maximize results. It uses data to measure operational success.
- RPA = Robotic Process Automation
RPA platforms automate repetitive, rule-based, predictable tasks. It uses software for building scripts to integrate any application via a user interface and a control dashboard or orchestrator.
- CRM = Customer Relationship Management
Companies use this technology to manage and analyze customer interactions and data throughout the client lifecycle. The goal is to improve customer service relationships, assist in retention, and drive sales growth.
- UCaaS = Unified Communications as a Service
UCaaS is a cloud-based communication service that enables a digital workspace for video and voice conferencing, telephony, enterprise messaging, and collaboration services in a single platform.
- CPaaS = Communications Platform as a Service
This service enables a platform that offers APIs and integrated communication environments (for example: voice, messaging, and video) into applications, services or business processes.
CX continues to be one of the fastest-growing areas in business today. Having a better understanding of these 10 acronyms will help you make sense of the CX marketplace and be better prepared as you bring this technology into your business.
