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Viewing 21 to 30 (38 Total)

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.
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.
ays to go before it can provide an excellent Customer Experiencechannel Customer Experiences 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…
http://digitaltransformation.frost.com/expert-insights/viewpoints/work-home-agents-wahas-best-option-canada/

Mural Proves the Value of Support Interaction Optimization (SIO)

How Mural used support interaction optimization (SIO) from Support.com to improve its business
rful tool that helps companies improve their customer experiences Customer Experience Center 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…
another report on why enabling an excellent Customer Experience is vital for companies.  Here are just a few… social media about companies based on their Customer Experience. http://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

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.
lue of having contact centers to support the Customer Experience. The report…notch customer experiences. And that 42… front line from providing the best possible customer experience possible despite the fact that customer enga http://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

Customer Intelligence is the new BLACK

For contact center transactions, Frost & Sullivan defines Cost-to-Serve (CTS) as the total cost across all channels to resolve customer issues.
http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-intelligence-new-black/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
the business benefits of an outstanding Customer Experience can be considerable. So too in the BPO indus http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

In the Chat’s Innovative Social and SMS Solutions

In the Chat's social media and SMS/text solutions
with the goal of improving the Customer Experience in these channels. These applications use te…s strong Customer Experience focus. The company http://digitaltransformation.frost.com/expert-insights/viewpoints/chats-innovative-social-and-sms-solutions/