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Viewing 1 to 10 (35 Total)

Matching Experience with Expectation – Using Speech Technologies to Power up a Digital Workforce

The growing use of VAs and Bots for customer service
rces to help. In addition to the traditional contact center players…their own as well as through partners in the contact center space. For instance…s contact center fields over 100 million calls a year and 55 http://digitaltransformation.frost.com/expert-insights/viewpoints/matching-experience-expectation-using-speech-technologies-power-digital-workforce/

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
will significantly reduce the need for contact center agents.   After all… of contact center operating costs and it drives capital…ing 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/

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.

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.
Will They Take Over the Contact Centert to compete directly against the mainstream contact center solutions vendors for IVR…t applications. AWS has been powering hosted contact center solutions for leading suppliers http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/

Plantronics - Thinking out of the Headset

Plantronics latest release brings a new era of analytics capabilities to the workplace and contact center.
that plague the use of audio devices in the contact center and general work environments. Are devices b…s 2016 Cloud Contact Center Buyers Guide…s contact center portfolio of headsets and digital processors http://digitaltransformation.frost.com/expert-insights/viewpoints/plantronics-thinking-out-headset/

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.

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
ing itself effective and popular in customer contact centers. These business functions are characterized…well as high stress and turnover situations. Contact centers are becoming collaborative as they handle m http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

Validating Contact Center Trends for 2017 and Beyond

Followup to conversation on survey results and trends in the contact center with 8x8
t completed a survey in conjunction with the Contact Center Network Group … with 25 percent of contact centers having fully deployed cloud today and anoth http://digitaltransformation.frost.com/expert-insights/viewpoints/validating-contact-center-trends-2017-and-beyond/

Calabrio Promotes a Stronger CX in New and Future Solutions

Calabrio releases Calabrio ONE WFO for the cloud and plans future applications
for superior service.  The new generation of contact center agents expects to fully help customers… of contact center operating costs. With the growing economy cr 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
through contact centers… research has forecasted that North American contact center seats will slightly decline over the next fe…w years.  That is even taking into account contact center onshoring http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

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