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Enabling Robots (Process Automation) for Enhanced CX and Cost Management

The CX, cost saving, productivity, and compliance/security benefits of Robotic Process Automation (RPA) in the contact center.
Categories Tags Customer contact organizations face growing competitive pressures to simultaneously improve the customer experience (CX), increase productivity, and reduce cos… http://digitaltransformation.frost.com/expert-insights/viewpoints/enabling-robots-process-automation-enhanced-cx-and-cost-management/

Excellent CX Delivery Relies on Completely Hearing the Voice of Customer

Obtaining the Voice of the Customer is more than surveys. Effective CX-supporting VoC requires paying attention to all customer interactions.
Categories Tags A NICE executive correctly pointed out to me recently that companies rely too heavily on surveys to obtain the voice of the customer (VoC).  Consequently, they… http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

Improving the Customer Experiences’ First & Last Miles/Kms

High quality Customer Experiences depends on how easily customers navigate the first and last miles of kilometers (kms) of their buying journeys, from initial engagements to products’ receipt. With today’s businesses facing highly competitive markets and …
Categories Tags High quality Customer Experiences depends on how easily customers navigate the first and last miles of kilometers (kms) of their buying journeys, from initial … http://digitaltransformation.frost.com/expert-insights/viewpoints/improving-customer-experiences-first-last-mileskms/

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/

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/

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/

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/

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/

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/

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/