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Viewing 1 to 10 (14 Total)

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
rizon FiOS mobile app with its SmartCam tech support. Its support agents can then see customers 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
that require high quality service and support to gain and retain customers. But here…ies are beginning to heal themselves without support agent or field service intervention.  Finall http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

Squaring Excellent Customer Experiences with Customer Affordability

Providing an excellent Customer Experience is a worthy objective, but it may not necessarily be aligned with corporate goals
ly insightful New York Times article on tech support points out this hard… support is often excellent …xpensive. For example the cost of handling a support call for a unit of packaged software will of http://digitaltransformation.frost.com/expert-insights/viewpoints/squaring-excellent-customer-experiences-customer-affordability/

Social Customer Service is Withering. Long Live the Social Customer Channel

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
http://digitaltransformation.frost.com/expert-insights/viewpoints/social-customer-service-withering-long-live-social-customer-channel/

Conduit Global: A Hidden BPO Gem

Principal Analyst Michael DeSalles, specializing in customer experience, uncovers a "hidden BPO gem" nestled in the heart of San Antonio's bustling customer care industry.
outbound sales and technical support services. Even though I had not previousl…voice support is refreshing.  The company seems very exper http://digitaltransformation.frost.com/expert-insights/viewpoints/conduit-glbal-hidden-bpo-gem/

How 3D Printing Will Change the Customer Experience

3D Printing is beginning to revolutionize manufacturing and disrupt the supply chain. But ultimately 3D Printing will radically alter the Customer Experience including changing customer service and service delivery.
person counter and field technical support.  Moreover… as well as service and support. But savvy vendors would also offer the opti http://digitaltransformation.frost.com/expert-insights/viewpoints/how-3d-printing-will-change-customer-experience/

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.
ng capabilities of automated and social peer support http://digitaltransformation.frost.com/expert-insights/viewpoints/super-agents-how-about-expert-assistants-instead/

Mural Proves the Value of Support Interaction Optimization (SIO)

How Mural used support interaction optimization (SIO) from Support.com to improve its business
support interaction optimization … and support. Mural has over 40 cloud IT services deli… and Symantec. Mural serves and supports customers in the U.S. 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…
are some peanuts. 5.       Sales is cool. Support is OK. Service is for wimps.  Society gives …IT support. But society places much less value on servi http://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

SIO: Enabling Support Agents to Cost-Effectively Provide Excellent “Level 1-Plus” Support

Support Interaction Optimization (SIO) enables a new and productive support level:"Level 1-Plus"
alyst Nancy Jamison made a powerful case for Support Interaction Optimization … support processes and product behavior. What SIO …ly does is create a new and a more effective support level http://digitaltransformation.frost.com/expert-insights/viewpoints/sio-enabling-support-agents-cost-effectively-provide-excellent-level-1-plus-support/

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