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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/

Employers: Insist on Contagious Disease Vaccinations for Employees and Families

Categories Tags Communicable deadly and debilitating diseases like the measles cause immense havoc, not only to individuals and their families, but to the economy and society … http://digitaltransformation.frost.com/expert-insights/viewpoints/employers-insist-contagious-disease-vaccinations-employees-and-families/

The Whys (and Caveats) of Contact Center Outsourcers Leveraging Operations and Technology Services

Categories Tags Outsourcing of any kind is a notoriously highly competitive thin-margin business.  Not surprisingly, outsourcers are constantly on the lookout for new opportun… http://digitaltransformation.frost.com/expert-insights/viewpoints/whys-and-caveats-contact-center-outsourcers-leveraging-operations-and-technology-services/

The Changing Landscape for Consumer Devices and Customer Service: A View of CES2015

Consumer devices are demanding sea change in the way we deliver customer support. Here is one view from CES.
Categories Tags   On the consumer electronics front, I need a wearable that I can program to warn me in early Fall that I need to register for the 2015 Consumer Electronics… http://digitaltransformation.frost.com/expert-insights/viewpoints/changing-landscape-consumer-devices-and-customer-service-view-ces2015/

Exchange Your Office and Travel Budgets for Work at Home and Conferencing Solutions

Categories Tags ‘Tis the season of many “happy” returns, of gifts that turn out to be less desirable, useful, and, or flawed.  These gifts are then exchanged for more desirabl… http://digitaltransformation.frost.com/expert-insights/viewpoints/exchange-your-office-and-travel-budgets-work-home-and-conferencing-solutions/

Make Providing a Superior Customer Experience Your New Year’s Resolution

Customers want immediate, thorough, and successful omni-channel customer care, and for a growing range of products and services.  So why not make it your 2015 resolution to provid… http://digitaltransformation.frost.com/expert-insights/viewpoints/make-providing-superior-customer-experience-your-new-years-resolution/

Consider the “Gift” of WebRTC for your Contact Center

Categories Web Real-Time Communication (WebRTC) is the realizable future of contact center voice and video by allowing customers and agents to interact with each other through W… http://digitaltransformation.frost.com/expert-insights/viewpoints/consider-gift-webrtc-your-contact-center/

Avaya Engages the Cloud

Last week Avaya announced new and enhanced products, services and solutions. These were made as a part of a near-comprehensive repositioning by the company.
Categories Tags Last week Avaya announced a bevy of new and enhanced products, services and solutions. These were made as a part of a near-comprehensive repositioning by the c… http://digitaltransformation.frost.com/expert-insights/viewpoints/avaya-engages-cloud/

Managing the Customer Shift to Online Channels

Categories Tags Customers are taking control of their relationships with companies, and that is having a profound impact on the Customer Experience.  Customers want immediate,… http://digitaltransformation.frost.com/expert-insights/viewpoints/managing-customer-shift-online-channels/

Connecting Customers to Connected Devices/Internet of Things

Categories Tags Each day more products and services are becoming connected to each other, to customers, and to employees.  Appliances, equipment, furnaces, dimmers, thermostat… http://digitaltransformation.frost.com/expert-insights/viewpoints/connecting-customers-connected-devicesinternet-things/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Focusing on the “Customer Experience” has become an “interesting” buzz phrase for several reasons: 1. Isn’t it obvious that companies should satisfy customers in order to retai… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

Why Social is Different (and How to Adapt Marketingwise)

Social media marketing issues and an approach to finding answers to them.
Categories Tags Every company understands the necessity of listening and engaging with customers on social media. But have most companies grasped how to effectively market to … http://digitaltransformation.frost.com/expert-insights/viewpoints/why-social-different-and-how-adapt-marketingwise/

Cloudy Forecast in Indianapolis

Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lots of good sessions, catching up, and Interactive Intelligence news.The big news was the introduction …
Categories Tags   Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lot… http://digitaltransformation.frost.com/expert-insights/viewpoints/cloudy-forecast-indianapolis/

The View from Belmar: Sandy, Disaster Response, Social Media, and Limiting Future Events

A firsthand account of how Belmar, New Jersey residents and the local government communicated during and after Hurricane Sandy, how tools such as the Web, proactive notifications, and social media proved invaluable, but also about how future disasters sh…
Categories Tags My wife and I live in Belmar, New Jersey, and from our home we can see the beach and the ocean. It is hard to find a more pleasant place to be. That is, except… http://digitaltransformation.frost.com/expert-insights/viewpoints/view-belmar-sandy-disaster-response-social-media-and-limiting-future-events/

IBM and Fluid Join to Provide an Innovative Shopping Experience

IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience.
IBM is partnering with Fluid, Inc. to change the shape of the consumer shopping experience. The companies are honing in on the missing link in on-line shopping (as compared to in-… http://digitaltransformation.frost.com/expert-insights/viewpoints/ibm-and-fluid-join-provide-innovative-shopping-experience/

Startups Shaping Productivity through Next-Gen Workspaces

In recent weeks I've been briefed and had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. From a high level there are striking similarities in what they do and aspire to achieve. In general, I…
Categories In recent weeks I've had demos with a number of startup developers who focus on business, user, or process efficiency and productivity. All of them strive to bring to… http://digitaltransformation.frost.com/expert-insights/viewpoints/startups-shaping-productivity-through-next-gen-workspaces/

GM, Toyota, and Target: Easier to do “The Wrong Thing” on Safety and Security?

Why do companies find it easier to cover up mistakes rather than preventing then, detecting them early on, and taking action, and taking full responsibility, and are extreme measures needed to break this behavior pattern?
Categories Tags It never ceases to amaze me how much more effort companies seem to make in reacting to covering up, blameshifting, and recovering from errors of their own crea… http://digitaltransformation.frost.com/expert-insights/viewpoints/gm-toyota-and-target-easier-do-wrong-thing-safety-and-security/

Part 2: The Next Generation Customer Experience Landscape

What will the new customer experience environment, or landscape look like.
Categories Tags In my last blog we discussed the death of the call center, as omnichannel customer service blazes the trail to the next generation of customer experience manag… http://digitaltransformation.frost.com/expert-insights/viewpoints/part-2-next-generation-customer-experience-landscape/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
Categories Tags   The North American contact center industry has reached “maturity,” which is the code word for a gradual demise.  As noted in the analysis “Opportunities i… http://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/

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