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Viewing 1 to 9 (9 Total)

Social Recruiting and Employee Advocacy: Five Benefits for HR Leaders

With the advent of social media in the enterprise, it’s important to understand how the technology—and the human networks it creates—can help your business, inside and out.
Categories Tags With the advent of social media in the enterprise…the majority of organizations reported using social media for marketing and customer engagement. Socia https://digitaltransformation.frost.com/expert-insights/viewpoints/social-recruiting-and-employee-advocacy-four-benefits-hr-leaders/

Maximize the Value of your Talent with an Activated Workforce

Frost & Sullivan research on digital transformation has identified significant trends in the workplace that are changing the way business gets done.
in the workplace and the continued growth of social media and other sharing tools in the enterprise…and to share news and updates via social media. They are eager to bring newcomers on board https://digitaltransformation.frost.com/expert-insights/viewpoints/maximize-value-your-talent-activated-workforce/

Social Customer Service is Withering. Long Live the Social Customer Channel

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
Categories Tags Social media as a customer care channel had its coming ou…f solutions.  There was much talk then about social media becoming the next critical customer care cha https://digitaltransformation.frost.com/expert-insights/viewpoints/social-customer-service-withering-long-live-social-customer-channel/

Digital Channels Are Driving Customer Contacts to the Cloud

More customer contact applications are in the cloud, but this number will rise with customers' increasing preference for digital channels.
social media https://digitaltransformation.frost.com/expert-insights/viewpoints/digital-channels-are-driving-customer-contacts-cloud/

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.
aditional contact centers with messaging and social media. The Millennials who are now the consumer an https://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

In the Chat’s Innovative Social and SMS Solutions

In the Chat's social media and SMS/text solutions
ITC Enterprise Social Media. This application listens for… and intelligently routes social media comments and posts to the right agents. Agen… and security that falls between social media https://digitaltransformation.frost.com/expert-insights/viewpoints/chats-innovative-social-and-sms-solutions/

Why Social is Different (and How to Adapt Marketingwise)

Social media marketing issues and an approach to finding answers to them.
of listening and engaging with customers on social media. But have most companies grasped how to effe… Companies cannot generally use social media as a direct sales channel because it is open https://digitaltransformation.frost.com/expert-insights/viewpoints/why-social-different-and-how-adapt-marketingwise/

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…
Using Social Media in Disaster Planning and Response… social media Sullivan social media case study outlines how Belmar developed its… use of social media as a BC https://digitaltransformation.frost.com/expert-insights/viewpoints/view-belmar-sandy-disaster-response-social-media-and-limiting-future-events/

Omnichannel Customer Service (Part 1)

A two part look at the decline of the traditional "call center", the factors causing it. and what customer service will look like going forward in the North American market.
and on social media.   And… and social media permit agents to engage in several simultane…service and social media support.  Yet there has never been a grea https://digitaltransformation.frost.com/expert-insights/viewpoints/omnichannel-customer-service-part-1/