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Viewing 31 to 40 (41 Total)

Trip to Enterprise Connect 2015 – It’s UC, C & C

Highlights of Enterprise Connect 2015
with a smattering of contact centers… so this contact center girl didn… cornucopia of solution providers showcasing contact centers… but if I had to typify contact center EC https://digitaltransformation.frost.com/expert-insights/viewpoints/trip-enterprise-connect-2015-its-uc-c-c/

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.
into question the underlying value of having contact centers to support the Customer Experience. The …als a contradictory set of counterproductive contact center attitudes and practices https://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

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
https://digitaltransformation.frost.com/expert-insights/viewpoints/bpo-growth-climbs-laser-focus-industry-verticals/

Innovating the Virtual Office & Optimizing the Client Experience in BPO

A summary of the recent opening of a Teleperformance virtual office in Dubai.
000 employees and 80 contact centers.  Despite a challenging few years for most 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)
morphing into what we now call contact centers. The first thirty or so years of modern con… but the drivers behind new developments in contact center technology and best practices https://digitaltransformation.frost.com/expert-insights/viewpoints/support-interaction-optimization-sio-takes-changing-face-customer-service/

“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.
premise installed contact center products in particular https://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-honored-more-breach-reality/

Part 2: The Next Generation Customer Experience Landscape

What will the new customer experience environment, or landscape look like.
contact center not just in contact centers …overy. There is no longer a valid reason why contact center employees …t no longer matters where an employee like a contact center agent or supervisor is in order for them to https://digitaltransformation.frost.com/expert-insights/viewpoints/part-2-next-generation-customer-experience-landscape/

Interactive Intelligence will Remake Your Contact Center--Free!

Interactive Intelligence is launching a contest for a customer contact center makeover. Instead of a new home, bedroom or body, contestants can enter to win a complete contact center overhaul--free of charge. The makeover will include Interactive Intellig…
https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/latest-technology/interactive-intelligence-will-remake-your-contact-center-free/