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Gold Contact Center Nuggets from Enterprise Connect 2016

Summary of some of the contact center announcements at Enterprise Connect 2016
Categories Tags I just returned from a whirlwind Enterprise Connect in Orlando Florida. EC16 was a great event.  It’s difficult to believe it’s been 16 years from the early da… http://digitaltransformation.frost.com/expert-insights/viewpoints/gold-contact-center-nuggets-enteprise-connect-2016/

Conduit Global: A Hidden BPO Gem

Principal Analyst Michael DeSalles, specializing in customer experience, uncovers a "hidden BPO gem" nestled in the heart of San Antonio's bustling customer care industry.
Categories Tags It’s no secret that I really love my job. One of the most rewarding things that I have found in my work as an Analyst in the contact center space, is finding c… http://digitaltransformation.frost.com/expert-insights/viewpoints/conduit-glbal-hidden-bpo-gem/

Plantronics Maintains Leadership Through Visionary Innovation

Over the years, Plantronics has successfully led in the market with the concept of “one headset does not fill all”. As such, the vendor has relentlessly analyzed the behavior and environments of business users in order to identify their evolving communica…
Categories Tags Plantronics Maintains Leadership Through Visionary Innovation For those who know me well, I’ve been tracking the professional headset market for more than … http://digitaltransformation.frost.com/expert-insights/viewpoints/plantronics-maintains-leadership-through-visionary-innovation/

Finally Speech Recognition has its Day – Digital Transformation and Customer Care

Speech Technologies have now become a trusted enabler in the potential for digital transformation of the Customer Experience
Categories Tags For those of you who are speech geeks like me and lived through the late 1980’s and early 90’s in awe of speech-enabling an Interactive Voice Response (IVR) un… http://digitaltransformation.frost.com/expert-insights/viewpoints/finally-speech-recognition-has-its-day-digital-transformation-and-customer-care/

Overcoming the Challenges with Providing Truly Omnichannel Retail Customer Service

There are critical environment issues that have limited the ability of retailers to have in-store staff also handle online customers. There are new technologies that are being rolled out to make this happen.
Categories Tags Of the customer contact channels, the most prevalent is still in-store B2C and B2B retail.  But it is also is the most difficult channel to integrate voice and… http://digitaltransformation.frost.com/expert-insights/viewpoints/overcoming-challenges-providing-truly-omnichannel-retail-customer-service/

Digital Channels Are Driving Customer Contacts to the Cloud

More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.
Categories Tags Customer contact centers will continue to lift their solutions to the cloud. A new Frost & Sullivan research report, North America Hosted/Cloud Contact Center … http://digitaltransformation.frost.com/expert-insights/viewpoints/digital-channels-are-driving-customer-contacts-cloud/

Cisco Collaboration: Simplicity is More Than Less SKUs

Themes from Cisco Collaboration Summit 2015
Categories Tags   At the eighth annual Cisco Collaboration Summit in San Francisco last week I tweeted that if I could walk away with one word to describe the theme it woul… http://digitaltransformation.frost.com/expert-insights/viewpoints/cisco-collaboration-simplicity-more-less-skus/

Careful Application of Big Data Analytics to Prevent and Solve Crimes

Law enforcement organizations can greatly benefit from Big Data Analytics, but they must be very careful in how they apply them. They can learn lessons from customer contact organizations.
Categories Tags The dark satirical Orwellian 1984-evoking movie Brazil graphically, if black-humorously, illustrates the consequences of bad data in law enforcement. There is … http://digitaltransformation.frost.com/expert-insights/viewpoints/careful-application-big-data-analytics-prevent-and-solve-crimes/

How 3D Printing Will Change the Customer Experience

3D Printing is beginning to revolutionize manufacturing and disrupt the supply chain. But ultimately 3D Printing will radically alter the Customer Experience including changing customer service and service delivery.
Categories Tags Imagine contacting a company either online, by phone, or walking into their location and ordering products custom-made to your specifications. And then receivi… http://digitaltransformation.frost.com/expert-insights/viewpoints/how-3d-printing-will-change-customer-experience/

Super Agents? How About Expert Assistants Instead?

Well-trained super agents have been touted as the future of contact centers. But a more realistic option is the use of UC&C-equipped expert assistants.
Categories Tags Super Agents? How About Expert Assistants Instead? I recently came across a set of customer contact prognostications from NewVoiceMedia that generally follo… http://digitaltransformation.frost.com/expert-insights/viewpoints/super-agents-how-about-expert-assistants-instead/

Solid Customer Experience and Trust Are Key in Growing eCommerce

eCommerce has become entrenched as a retail channel but one where customers still tend to browse rather than buy. Companies must take steps to improve the Customer Experience to grow online sales, particularly from mobile devices.
Tags eCommerce has evolved from a novelty, since its inception with the World Wide Web some 20 years ago, to a practical and ubiquitous channel. It has replaced faxes, paper cat… http://digitaltransformation.frost.com/expert-insights/viewpoints/solid-customer-experience-and-trust-are-key-growing-ecommerce/

Moving From Multi-Channel To Omni-Channel Customer Engagement: Intelligent Interaction Analytics Are The Foundation

One of the key foundational elements along the customer journey is having a multi-channel analytical framework that captures and analyzes customer interactions—both traditional and digital channels. Once the groundwork is established, the next step is to …
Categories Tags The following is an excerpt from a Frost & Sullivan July 2015 Whitepaper written in association with HP WFO Software. Consider this: Can the sophisticated u… http://digitaltransformation.frost.com/expert-insights/viewpoints/moving-multi-channel-omni-channel-customer-engagement-intelligent-interaction-analytics-are-foundation/

Work At Home Agents (WAHAs) Best Option for Canada

Canada is again becoming attractive for nearshore contact centers thanks to a weak Canadian dollar. But U.S. and U.S. serving companies should think twice about going back with traditional centers. Instead they should consider the alternative of work at h…
Categories Tags The value of the Canadian dollar has been plummeting relative to the U.S. dollar. Naturally this trend has prompted some BPO companies and clients to consider … http://digitaltransformation.frost.com/expert-insights/viewpoints/work-home-agents-wahas-best-option-canada/

The Role of Government in Financial Affairs

Categories Tags China’s recent stock market crash caused the Chinese government to intervene and make every strenuous effort to resolve what’s left of the aftermath.  An artic… http://digitaltransformation.frost.com/expert-insights/viewpoints/role-government-financial-affairs/

Aging Population Is Key Critical Market for Internet of Things (IoT)

Why meeting the needs of an aging population is becoming a key market for the Internet of Things
Categories Americans and Canadians who rely on the Internet of Things (IoT) to monitor and adjust their homes’ a/c, alarms, lighting, water taps, and window shades while they ar… http://digitaltransformation.frost.com/expert-insights/viewpoints/aging-population-key-critical-market-internet-things-iot/

Nextiva: The Importance of People and Culture in Company Success

While I was at Thunderbird School of Global Management in Glendale, Arizona, I took a class titled Competing Through People. This class was about the importance of people and company culture in accomplishing key business goals. Earlier this month, I had t…
While I was at Thunderbird School of Global Management in Glendale, Arizona, I took a class titled Competing Through People. This class was about the importance of people and comp… http://digitaltransformation.frost.com/expert-insights/viewpoints/nextiva-importance-people-and-culture-company-success/

Interactive Intelligence Raises the Stakes in the Cloud Market

I had the pleasure of attending Interactions 2015, Interactive Intelligence’s annual partner, consultant and analyst event. Interactive Intelligence is currently at major cross-roads as it tries to reposition for further success in the evolving business c…
Categories Tags Interactions 2015 I had the pleasure of attending Interactions 2015, Interactive Intelligence’s annual partner, consultant and analyst event. As always, it … http://digitaltransformation.frost.com/expert-insights/viewpoints/interactive-intelligence-raises-stakes-cloud-market/

In the End it’s about the People – Dimension Data’s Drive to Claim its Unfair Share

Dimension Data's annual analyst conference overview
Categories Tags While that title sounds negative, the sentiment behind it is the exact opposite.  Last week Dimension Data held its annual industry analyst conference in beaut… http://digitaltransformation.frost.com/expert-insights/viewpoints/end-its-about-people-dimension-datas-drive-claim-its-unfair-share/

Mural Proves the Value of Support Interaction Optimization (SIO)

How Mural used support interaction optimization (SIO) from Support.com to improve its business
Categories Tags As pointed out by Frost & Sullivan Principal Analyst Nancy Jamison in her blog, support interaction optimization (SIO) is a new and powerful tool that helps co… http://digitaltransformation.frost.com/expert-insights/viewpoints/mural-proves-value-support-interaction-optimization-sio/

Delta Flight 1630: Life and Death Customer Service Experience at 27,000 Feet!

Delta customer service at its best across the logistics chain - in the air and on the ground. This analyst LOVES Delta.
Categories Tags There is a heightened awareness these days about airline safety, bad news about runway skids and coverage of recent plane crashes. I hope you can relate to thi… http://digitaltransformation.frost.com/expert-insights/viewpoints/delta-flight-1630-life-and-death-customer-service-experience-27000-feet/