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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"
Frost & Sullivan Principal Analyst Nancy Jamison made a powerful case for Support Interaction Optimization (SIO) in her recent blog, which references a white paper published on th… https://digitaltransformation.frost.com/expert-insights/viewpoints/sio-enabling-support-agents-cost-effectively-provide-excellent-level-1-plus-support/

The Game-Changer: BPO Innovation Up and Across the Value Chain

Customer care outsourcers are putting solutions in-place that affect their clients’ core business; from strategy, operations and processes to the financial bottom line.
The Game-Changer: BPO Innovation Up and Across the Value Chain Frost & Sullivan continues to research and report on trends in the customer care Business Process Outsourcing (BP… https://digitaltransformation.frost.com/expert-insights/viewpoints/game-changer-bpo-innovation-and-across-value-chain/

BPO Growth Climbs with a Laser Focus on Industry Verticals

Business Process Outsourcers in North America are expecting greater revenue growth through deeper penetration within 4 core vertical sectors
As many of you who follow BPO growth already know, the market for the outsourcing of customer care in North America is very fragmented and fiercely competitive. There are fewer th… https://digitaltransformation.frost.com/expert-insights/viewpoints/bpo-growth-climbs-laser-focus-industry-verticals/

Automakers Must Address Vehicle IoT Security Risks Immediately

Automakers must address IoT security risks in vehicles. New report by U.S. Senator Edward Markey who plans to introduce legislation with U.S. Senator Richard Blumenthal.
Last month I blogged about the critical need for companies to bolster their IT security. They must especially pay attention to connected devices or the Internet of Things (IoT), i… https://digitaltransformation.frost.com/expert-insights/viewpoints/automakers-must-address-vehicle-iot-security-risks-immediately/

Innovating the Virtual Office & Optimizing the Client Experience in BPO

A summary of the recent opening of a Teleperformance virtual office in Dubai.
On February 4, 2015, a group of BPO industry analysts joined Teleperformance Group for the opening of their new virtual office in Dubai, the United Arab Emirates (UAE). Yannis … https://digitaltransformation.frost.com/expert-insights/viewpoints/innovating-virtual-office-optimizing-client-experience-bpo/

Support Interaction Optimization (SIO) Takes on the Changing Face of Customer Service

Introduction to an emerging contact center market segment - Support Interaction Optimization (SIO)
Today’s sophisticated consumer and increasingly complex products and services have put a strain on technical support personnel who are on the front lines of providing customer ser… https://digitaltransformation.frost.com/expert-insights/viewpoints/support-interaction-optimization-sio-takes-changing-face-customer-service/

Clouds Improved the Forecast: Avaya Partner Summit 2015

Summary of Avaya's annual partner summit in Cancun.
Categories Tags Getting to hear first hand from those in the sales trenches – the partners – is always a treat, made even better by getting to hear from them in Cancun, Mexico… https://digitaltransformation.frost.com/expert-insights/viewpoints/clouds-improved-forecast-avaya-partner-summit-2015/

Employers: Insist on Contagious Disease Vaccinations for Employees and Families

Categories Tags Communicable deadly and debilitating diseases like the measles cause immense havoc, not only to individuals and their families, but to the economy and society … https://digitaltransformation.frost.com/expert-insights/viewpoints/employers-insist-contagious-disease-vaccinations-employees-and-families/

The Whys (and Caveats) of Contact Center Outsourcers Leveraging Operations and Technology Services

Categories Tags Outsourcing of any kind is a notoriously highly competitive thin-margin business.  Not surprisingly, outsourcers are constantly on the lookout for new opportun… https://digitaltransformation.frost.com/expert-insights/viewpoints/whys-and-caveats-contact-center-outsourcers-leveraging-operations-and-technology-services/

The Changing Landscape for Consumer Devices and Customer Service: A View of CES2015

Consumer devices are demanding sea change in the way we deliver customer support. Here is one view from CES.
Categories Tags   On the consumer electronics front, I need a wearable that I can program to warn me in early Fall that I need to register for the 2015 Consumer Electronics… https://digitaltransformation.frost.com/expert-insights/viewpoints/changing-landscape-consumer-devices-and-customer-service-view-ces2015/

Exchange Your Office and Travel Budgets for Work at Home and Conferencing Solutions

Categories Tags ‘Tis the season of many “happy” returns, of gifts that turn out to be less desirable, useful, and, or flawed.  These gifts are then exchanged for more desirabl… https://digitaltransformation.frost.com/expert-insights/viewpoints/exchange-your-office-and-travel-budgets-work-home-and-conferencing-solutions/

Make Providing a Superior Customer Experience Your New Year’s Resolution

Customers want immediate, thorough, and successful omni-channel customer care, and for a growing range of products and services.  So why not make it your 2015 resolution to provid… https://digitaltransformation.frost.com/expert-insights/viewpoints/make-providing-superior-customer-experience-your-new-years-resolution/

Consider the “Gift” of WebRTC for your Contact Center

Categories Web Real-Time Communication (WebRTC) is the realizable future of contact center voice and video by allowing customers and agents to interact with each other through W… https://digitaltransformation.frost.com/expert-insights/viewpoints/consider-gift-webrtc-your-contact-center/

Avaya Engages the Cloud

Last week Avaya announced new and enhanced products, services and solutions. These were made as a part of a near-comprehensive repositioning by the company.
Categories Tags Last week Avaya announced a bevy of new and enhanced products, services and solutions. These were made as a part of a near-comprehensive repositioning by the c… https://digitaltransformation.frost.com/expert-insights/viewpoints/avaya-engages-cloud/

Managing the Customer Shift to Online Channels

Categories Tags Customers are taking control of their relationships with companies, and that is having a profound impact on the Customer Experience.  Customers want immediate,… https://digitaltransformation.frost.com/expert-insights/viewpoints/managing-customer-shift-online-channels/

Connecting Customers to Connected Devices/Internet of Things

Categories Tags Each day more products and services are becoming connected to each other, to customers, and to employees.  Appliances, equipment, furnaces, dimmers, thermostat… https://digitaltransformation.frost.com/expert-insights/viewpoints/connecting-customers-connected-devicesinternet-things/

“Customer Experience” Honored More in the Breach Than in Reality?

Focusing on the “Customer Experience” should be obvious to companies, but it is honored more in the breach, including by vendors, for several reasons.
Focusing on the “Customer Experience” has become an “interesting” buzz phrase for several reasons: 1. Isn’t it obvious that companies should satisfy customers in order to retai… https://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

Why Social is Different (and How to Adapt Marketingwise)

Social media marketing issues and an approach to finding answers to them.
Categories Tags Every company understands the necessity of listening and engaging with customers on social media. But have most companies grasped how to effectively market to … https://digitaltransformation.frost.com/expert-insights/viewpoints/why-social-different-and-how-adapt-marketingwise/

Cloudy Forecast in Indianapolis

Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lots of good sessions, catching up, and Interactive Intelligence news.The big news was the introduction …
Categories Tags   Last week I attended Interactions14, Interactive Intelligence’s partner, customer and analyst summit in Indianapolis. It didn’t disappoint. There were lot… https://digitaltransformation.frost.com/expert-insights/viewpoints/cloudy-forecast-indianapolis/

The View from Belmar: Sandy, Disaster Response, Social Media, and Limiting Future Events

A firsthand account of how Belmar, New Jersey residents and the local government communicated during and after Hurricane Sandy, how tools such as the Web, proactive notifications, and social media proved invaluable, but also about how future disasters sh…
Categories Tags My wife and I live in Belmar, New Jersey, and from our home we can see the beach and the ocean. It is hard to find a more pleasant place to be. That is, except… https://digitaltransformation.frost.com/expert-insights/viewpoints/view-belmar-sandy-disaster-response-social-media-and-limiting-future-events/