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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.
yet unsurprising International Customer Management Institute …possible despite the fact that customer engagement and loyalty were identified as important p https://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
. One theme I touched upon during the panel discussion i…We've been thinking and writing about this theme at Frost … complementary locations of Cape Town https://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

Preventing the Digital Landfill with Smarter Business Practices Using Enterprise Content Management (ECM)

digital landfill
Strategy Lead of IBM Enterprise Content Management … described the mismanagement of content as …e Association for Information and Image Management …ent as the file titled 1Q 2015 Financial Statements https://digitaltransformation.frost.com/expert-insights/viewpoints/preventing-digital-landfill-smarter-business-practices-using-enterprise-content-management-ecm/

Mobile Field Service Management: More Predictive, More Proactive, More Preventive

Today's field service management apps are very emphatically moving away from simple worker tracking. Location is great to know, but it's just the beginning of what needs to be accomplished out on the front line.
egories Tags Today's field service management apps are very emphatically moving away fro… workflow functions and richer customer engagement capabilities. However https://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-field-service-management-more-predictive-more-proactive-more-preventive/

Making the Mobile App Sale to SMBs -- And Then Keeping It!

Oh, yes indeed, smaller businesses continue to be skeptical of mobile worker apps. But there are ways to still make the sale ... and to keep these infamous high-churners as long-term, profitable customers.
s use the mobile workforce management … and a variety of approaches to implementation …th current desktop ERP or Field Service Management solutions… that must be decided upon before actual implementation can commence https://digitaltransformation.frost.com/expert-insights/viewpoints/making-mobile-app-sale-smbs-and-then-keeping-it/

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…
r these conditions would be a gross understatement…oth. But after Sandy I suggested to the management that they should inform us in the event on… supplemented by outbound proactive customer contact. https://digitaltransformation.frost.com/expert-insights/viewpoints/view-belmar-sandy-disaster-response-social-media-and-limiting-future-events/

Mobile Worker Applications: Prebuilt or Custom? In-House or 3rd-Party?

One of the key questions a business has to grapple with when implementing a new mobile app for its employees is "Do we build or do we buy?"
ions a business has to grapple with when implementing a new mobile software app for its emplo… some interesting facts emerge…box implementations … 28 percent of wireless email users have implemented out https://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-worker-applications-prebuilt-or-custom-house-or-3rd-party/

GM, Toyota, and Target: Easier to do “The Wrong Thing” on Safety and Security?

Why do companies find it easier to cover up mistakes rather than preventing then, detecting them early on, and taking action, and taking full responsibility, and are extreme measures needed to break this behavior pattern?
more willing they are to pay fines and settlements than to prevent…1.2 billion settlement related to vehicle safety issues like acce…of doing business. Hopefully the Toyota settlement will change things https://digitaltransformation.frost.com/expert-insights/viewpoints/gm-toyota-and-target-easier-do-wrong-thing-safety-and-security/

ClickSoftware Acquires Xora: Real Potential to Grow MWM Market

ClickSoftware just announced that it is acquiring Xora for $14.7 million, a development that we think – if handled smartly – will be a winning proposition for the mobile workforce management (MWM) market in North America and beyond.
ng proposition for the mobile workforce management …day management and maintenance responsibilities. Anticipa…o significantly enhance actual customer engagement out in the field https://digitaltransformation.frost.com/expert-insights/viewpoints/clicksoftware-acquires-xora-real-potential-grow-mwm-market/

Mobile Workforce Management Apps: Is Anyone Innovating?

When it comes to mobile workforce management solutions, the most recent bold technological leaps have come from an interesting set of participants.
gs When it comes to mobile workforce management solutions…mize work processes and enrich customer engagement. Who…there are the traditional field service management providers who saw the light and began mobi https://digitaltransformation.frost.com/expert-insights/viewpoints/mobile-workforce-management-apps-anyone-innovating/

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