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Viewing 1 to 10 (31 Total)

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
and eCommerce via the web emerged as voice agent alternatives. The booming…n how well the applications are made and implemented. All new technologies undergo teething p http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

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.
n that order.  But only listening to the extremes distorts the picture of how the market perc http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

EMM Providers Face Game-Changing Challenges in 2017

The North American Enterprise Mobility Management (EMM) market continues to be in a constant state of flux, with 2017 presenting the sector’s newest round of challenge and opportunity.
The North American Enterprise Mobility Management …ry originated as a simple mobile device management …ning into an expansive unified endpoint management http://digitaltransformation.frost.com/expert-insights/viewpoints/emm-providers-face-game-changing-challenges-2017/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
zed playgrounds through their system of engagements…ications to encourage people for better engagement and adoption of processes.… and productivity management tool. By the same token http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

Serving Multi-DRM Content - A Realistic Perspective

Total cost of ownership of multi-DRM solutions is quite misunderstood. This set of resources is designed to give decision-makers quick and accurate guidance on long-term considerations and strategy.
http://digitaltransformation.frost.com/expert-insights/viewpoints/serving-multi-drm-content-realistic-perspective/

Calabrio Promotes a Stronger CX in New and Future Solutions

Calabrio releases Calabrio ONE WFO for the cloud and plans future applications
gent compensation to control churn. Yet management cannot wait for lengthy WFO solution deplo…FO solutions to meet these evolving CX requirements and corporate imperatives. The latest fru http://digitaltransformation.frost.com/expert-insights/viewpoints/calabrio-promotes-stronger-cx-new-and-future-solutions/

Truly Effective Video CX, Served by Verizon (and John McEnroe)

Video has long had an unrealized promise to improve the Customer Experience. But that may change with the use of smartphones and apps as shown in a Verizon ad featuring tennis great John McEnroe
including contact centers. Stationary engagements with agents may not pose sufficient value…ates. They also could see CSAT and NPS improvements that may translate into stronger customer http://digitaltransformation.frost.com/expert-insights/viewpoints/truly-effective-video-cx-served-verizon-and-john-mcenroe/

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
ccess of longevity are those that unite complementary products and markets and compatible bus http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

Digitally Transforming Customer Care

Artificial intelligence in customer care is changing the face of customer service.
mer interactions drive higher levels of engagement… complementing human agents…an AI and Omni Channel powered Customer Engagement Framework…itize customer care operations. Prior to implementing the platform http://digitaltransformation.frost.com/expert-insights/viewpoints/digitally-transforming-customer-care/

The Growing Challenges in Recruiting/Retaining Staff to Deliver Quality CX

Every employee provides and/or supports their companies’ efforts to deliver a superior Customer Experience (CX). For without customers there are no sales, employers, and jobs. This goes, naturally enough, for customer-facing front-line staff. But it also…
as replacements are brought up to speed… value employee collaboration and engagement… and management in order to find and keep the right people http://digitaltransformation.frost.com/expert-insights/viewpoints/growing-challenges-recruitingretaining-staff-deliver-quality-cx/

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