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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
of contact center operating costs and it drives capital… namely facilities costs. The Frost … The Future of the United States…isk of being automated in the next 20 years. It lists contact center agents http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

Canada Moves to Spark Investment and Growth in Tech and Green Sectors

The Canadian government is taking steps in its new budget to encourage the digital transformation of the country's economy.
unveiled its annual budget that includes funding for pro… including green industries. The budget items…s competitiveness…solve global challenges and strengthen communities. http://digitaltransformation.frost.com/expert-insights/viewpoints/canada-moves-spark-investment-and-growth-tech-and-green-sectors/

Cisco Spark Board: Revolutionary or Evolutionary?

A 3-in-1 device, supporting voice, visual and data collaboration, Cisco Spark Board is heralded as a revolutionary product. Is it more accurately characterized as much needed evolution for room-based meetings?
everyone associated with the unified communications and collaboratio… was unveiled. The event itself was unprecedented because Cisco felt tha…t a solo product merited such attention http://digitaltransformation.frost.com/expert-insights/viewpoints/cisco-spark-board-revolutionary-or-evolutionary/

Logitech SmartDock Runs the Analyst’s Gauntlet

Frost & Sullivan’s Analyst Gauntlet is a structured program wherein participating vendors and service providers give industry analysts deep dives and demonstrations of their collaboration solution. This week we evaluate Logitech SmartDock for Skype Room …
her user experience with the specified tool…m sharing my experiences using the new Logitech SmartDock AV console for Microsoft Skype … and formal conference rooms. Logitech positions SmartDock as http://digitaltransformation.frost.com/expert-insights/viewpoints/logitech-smartdock-runs-analysts-gauntlet/

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.
only a minority of customers responds to surveys. Of those … which further call into question the validity of the results.  As a new Frost …t want to be bothered with long and rigid feedback surveys. Think o 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.
Tags The North American Enterprise Mobility Management … with 2017 presenting the sector…s newest round of challenge and opportunity. EMM is a fast http://digitaltransformation.frost.com/expert-insights/viewpoints/emm-providers-face-game-changing-challenges-2017/

2017: A little AI, Social Media and Natural Language Create a Powerful Contact Center Party for the New Year

2017 Contact Center Trends
got its start… despite which channel they use. The good news is th…a primary business focus for years now.  And it is now the competitive differentiator of the day http://digitaltransformation.frost.com/expert-insights/viewpoints/2017-little-ai-social-media-and-natural-language-create-powerful-contact-center-party-new-year/

Top 10 BPO Trends and Business Priorities for 2017

Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.
ving customer service has become synonymous with improving the overall interaction experienc… here are the top 10 BPO trends and priorities that providers should be focusing on duri http://digitaltransformation.frost.com/expert-insights/viewpoints/top-10-bpo-trends-and-business-priorities-2017/

Nordstrom Meets Customer Needs with Digital Solution

Nordstrom partners with CashStar to offer digital egifts.
gories Tags Recognizing that a fifth of its sales already comes from ecommerce and mcom… Nordstrom is taking big steps towards digital transformation. The company wants to ensur http://digitaltransformation.frost.com/expert-insights/viewpoints/nordstrom-meets-customer-needs-digital-solution/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
is not simply recreation or exercise. Most critically… it promotes learning…evelop these skills through experimentation with their peers. Playing…life problems. It is applied to non http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

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