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So Why Does Customer Service Stink?

The prevailing wisdom is that providing an excellent Customer Experience is vital for companies' success and growth. But there are all too many reports about poor customer service. Why is there a disconnect? The blog presents several theories. Readers are…
Categories Tags Almost every day, it seems, there is another report on why enabling an excellent Customer Experience is vital for companies.  Here are just a few examples of t… http://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

Nuance Analyst Day - Broadening the Conversation

Notes on Nuance's West Coast Analyst Day
Categories Tags When I started working with Nuance around 1993 or 1994 I thought adding speech recognition to IVRs and creating grammars so that we would allow users to easily… http://digitaltransformation.frost.com/expert-insights/viewpoints/nuance-analyst-day-broadening-conversation/

Is a Hosted Contact Center Right for Your Company?

Changing consumer behavior is forcing organizations to re-define the customer interaction experience. The supporting technology that enterprises use to shape the new customer experience paradigm, continues to evolve. This includes front-end IVR, back-end …
Categories Tags Frost & Sullivan recently invited select companies to participate in a new and unique thought leadership forum – our Virtual Think Tank (VTT). The executives… http://digitaltransformation.frost.com/expert-insights/viewpoints/hosted-contact-center-right-your-company/

Trip to Enterprise Connect 2015 – It’s UC, C & C

Highlights of Enterprise Connect 2015
Categories Tags In the early days of Enterprise Connect when it was called VoiceCon, I regularly went to the San Francisco show, but when the West coast version was shut down,… http://digitaltransformation.frost.com/expert-insights/viewpoints/trip-enterprise-connect-2015-its-uc-c-c/

Avaya Stadium - State of the Art - A Great Fan Day Experience

Opening Day at the New Avaya Stadium
Categories Tags Stadiums are a passion for me, being a veteran of over 100 college football away games, and numerous other sporting events. I love the whole fan experience; th… http://digitaltransformation.frost.com/expert-insights/viewpoints/avaya-stadium-state-art-great-fan-day-experience/

New ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.
Categories Tags A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the un… http://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

Get S.M.A.R.T. : Key Criteria for Customer Care Outsourcer Selection

Important questions to ask when considering whether to outsource your brand's customer care
Categories Tags Service quality and value are critical factors in a client's decision to outsource some or all of their call volumes. I believe that there are a number of fact… http://digitaltransformation.frost.com/expert-insights/viewpoints/get-smrt-key-criteria-customer-care-outsourcer-selection/

“My Biggest Client is Dumping Me!”: A BPO Nightmare

Frost & Sullivan has noted in our interviews with leading market participants, a trend toward reducing the number of provider partners. This movement has been particularly acute over the last 3 years.…
Categories Tags Customer Care outsourcers offer a multitude of benefits to their client base. This includes eliminating capital expenses, flexibility to address new markets, a… http://digitaltransformation.frost.com/expert-insights/viewpoints/my-biggest-client-dumping-me-bpo-nightmare/

Customer Intelligence is the new BLACK

For contact center transactions, Frost & Sullivan defines Cost-to-Serve (CTS) as the total cost across all channels to resolve customer issues.
Categories Tags Contact centers represent the 'tip of the spear' in global customer interactions. With the latest customer intelligence tools, organizations can: Better re… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-intelligence-new-black/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
Categories Tags On my fourth visit to South Africa, I attended the March, 2015, "Offshoring South Africa" Conference in Cape Town, where I sat on a panel to discuss "The Futur… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

In the Chat’s Innovative Social and SMS Solutions

In the Chat's social media and SMS/text solutions
I had an interesting conversation the other day with John Huehn, founder and CEO of In the Chat, a customer contact solutions company based in Waterloo, Ontario, Canada’s tech hub… http://digitaltransformation.frost.com/expert-insights/viewpoints/chats-innovative-social-and-sms-solutions/

Is Guyana Ready for Prime Time as a Nearshore BPO Destination??

Guyana has a storied reputation in American minds. The question is whether it's a good destination for customer care outsourcing for calls from the U.S..
Categories Tags In the last couple of years I’ve been blessed to travel to several nearshore geographies and BPO sites. We’re talking about with some the leading BPOs on the p… http://digitaltransformation.frost.com/expert-insights/viewpoints/guyana-ready-prime-time-nearshore-bpo-destination/

Fiscally Sound Cloud—Business Cost Reduction Savings from Using Cloud-Based File Sharing Services

Cloud-based file sharing (CBFS) systems are an important data storage, data handling, and data security platform. CBFS allow data transfer between different divisions and regions and also between partners and contractors. CBFS improve collaboration. For a…
Categories In previous blogs, we discussed the advantages of cloud-based file sharing services (CBFS). Content collaboration becomes easier. The application interface (API) make… http://digitaltransformation.frost.com/expert-insights/viewpoints/fiscally-sound-cloudbusiness-cost-reduction-savings-using-cloud-based-file-sharing-services/

SIO: Enabling Support Agents to Cost-Effectively Provide Excellent “Level 1-Plus” Support

Support Interaction Optimization (SIO) enables a new and productive support level:"Level 1-Plus"
Frost & Sullivan Principal Analyst Nancy Jamison made a powerful case for Support Interaction Optimization (SIO) in her recent blog, which references a white paper published on th… http://digitaltransformation.frost.com/expert-insights/viewpoints/sio-enabling-support-agents-cost-effectively-provide-excellent-level-1-plus-support/

The Game-Changer: BPO Innovation Up and Across the Value Chain

Customer care outsourcers are putting solutions in-place that affect their clients’ core business; from strategy, operations and processes to the financial bottom line.
The Game-Changer: BPO Innovation Up and Across the Value Chain Frost & Sullivan continues to research and report on trends in the customer care Business Process Outsourcing (BP… http://digitaltransformation.frost.com/expert-insights/viewpoints/game-changer-bpo-innovation-and-across-value-chain/

BPO Growth Climbs with a Laser Focus on Industry Verticals

Business Process Outsourcers in North America are expecting greater revenue growth through deeper penetration within 4 core vertical sectors
As many of you who follow BPO growth already know, the market for the outsourcing of customer care in North America is very fragmented and fiercely competitive. There are fewer th… http://digitaltransformation.frost.com/expert-insights/viewpoints/bpo-growth-climbs-laser-focus-industry-verticals/

Automakers Must Address Vehicle IoT Security Risks Immediately

Automakers must address IoT security risks in vehicles. New report by U.S. Senator Edward Markey who plans to introduce legislation with U.S. Senator Richard Blumenthal.
Last month I blogged about the critical need for companies to bolster their IT security. They must especially pay attention to connected devices or the Internet of Things (IoT), i… http://digitaltransformation.frost.com/expert-insights/viewpoints/automakers-must-address-vehicle-iot-security-risks-immediately/

Innovating the Virtual Office & Optimizing the Client Experience in BPO

A summary of the recent opening of a Teleperformance virtual office in Dubai.
On February 4, 2015, a group of BPO industry analysts joined Teleperformance Group for the opening of their new virtual office in Dubai, the United Arab Emirates (UAE). Yannis … http://digitaltransformation.frost.com/expert-insights/viewpoints/innovating-virtual-office-optimizing-client-experience-bpo/

Support Interaction Optimization (SIO) Takes on the Changing Face of Customer Service

Introduction to an emerging contact center market segment - Support Interaction Optimization (SIO)
Today’s sophisticated consumer and increasingly complex products and services have put a strain on technical support personnel who are on the front lines of providing customer ser… http://digitaltransformation.frost.com/expert-insights/viewpoints/support-interaction-optimization-sio-takes-changing-face-customer-service/

Clouds Improved the Forecast: Avaya Partner Summit 2015

Summary of Avaya's annual partner summit in Cancun.
Categories Tags Getting to hear first hand from those in the sales trenches – the partners – is always a treat, made even better by getting to hear from them in Cancun, Mexico… http://digitaltransformation.frost.com/expert-insights/viewpoints/clouds-improved-forecast-avaya-partner-summit-2015/