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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/

Lessons Learned: CX Focus Key to Successful Customer Contact Automation

Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly
Categories Tags There is a strong sense of déjà vu arising from the conversations about whether the new wave of artificial intelligence (AI)-driven chatbots and virtual assist… http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

April 5 eBroadcast To Provide Insights on Perfecting the CX

Expert panel will discuss how and why the digital era is transforming the customer journey, the ways in which utilizing contextual data can delight customers on any channel, and how to perfect the CX.
Categories Tags Customers are setting today’s business agenda and are now in the customer relationship driver’s seat. There are numerous reasons why they are taking the steeri… http://digitaltransformation.frost.com/expert-insights/viewpoints/april-5-ebroadcast-provide-insights-perfecting-cx/

Amazon’s Potential, Disruptive, (and Welcome) Customer Contact Market Entry

Amazon is reportedly planning to offer chatbots while at the same time Avaya has freed up resources to strengthen its contact center market through its networking solution sale to Extreme Networks.
Categories Tags Amazon is apparently considering directly entering the customer contact market. Its Amazon Web Services (AWS) subsidiary is looking at offering chatbots/virtua… http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/

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/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
Categories Tags Playing is not simply recreation or exercise. Most critically, it promotes learning, knowledge retention, problem-solving, socialization and teamwork, and moti… http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

Calabrio Promotes a Stronger CX in New and Future Solutions

Calabrio releases Calabrio ONE WFO for the cloud and plans future applications
Categories Tags Well-designed workforce optimization (WFO) applications have become critical to delivering excellent and customer-delight-producing Customer Experiences (CXes)… http://digitaltransformation.frost.com/expert-insights/viewpoints/calabrio-promotes-stronger-cx-new-and-future-solutions/

Who is Next to Marry after Genesys+ININ?

Genesys and Interactive Intelligence have merged but which companies are next, and what are the business pressures leading to industry M&As
Categories Tags The Genesys Interactive Intelligence deal announced last week has opened the door to speculation about other possible M&As.  After all, business romances bloo… http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

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/

Huawei Global Analyst Summit 2016 – Update on Unified Communications & Collaboration (UC&C) Business

Categories Tags During the Huawei Global Analyst Summit in Shenzhen from 11 to 13th April, senior executives from Huawei shared the company’s strategic thinking, latest produc… http://digitaltransformation.frost.com/expert-insights/viewpoints/huawei-global-analyst-summit-2016-update-unified-communications-collaboration-ucc-business/

Product/Service Quality, Not Necessarily Customer Service, is Key to CX

Businesses have to focus on delivering excellent Customer Experiences to grow and survive. But they should prioritize on ensuring product and service quality first then on customer service and support and voice of customer.
Categories Tags Delivering an excellent Customer Experience (CX) has become paramount for businesses’ customer and revenue retention, profits, and ultimately survival. But the… http://digitaltransformation.frost.com/expert-insights/viewpoints/productservice-quality-not-necessarily-customer-service-key-cx/

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/

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/

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/

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/

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/

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/

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/

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