Contact Centers

A perfect storm of innovation occurs when unforeseen events or circumstances challenge human nature. Fall into a hole and you’ll find your way out. Take a truckload of lemons and go into the lemonade business. The English language is certainly peppered with colloquialisms that reflect this: “Desperate times call for desperate measures.” “...

Traditionally, the focal point of customer experience (CX) has been the contact center, but today’s contact center extends outwards across many channels, both digital and in-person. This has never been truer, as traditional brick-and-mortar establishments have been complemented by digital counterparts in the form of eCommerce and digital self-ser...

13 Oct 2021  |  North America

Digital Customer Journey Analytics Provide a Hyper Personalized Customer Experience

Enhancing ROI, Margin, Conversion, Branding, and Differentiation in Digital-born Businesses

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Digital customer journey analytics refers to capturing, aggregating, and analyzing customer data (e.g., frequency of online purchases) on digital channels that allow businesses to understand customers better, improve their experience, and make interactions more meaningful. Digital analytics tools provide organizations with the opportunity to gain a...

Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer seg...

27 May 2021  |  North America

Improving Customer Journeys with Biometric Authentication Systems

Biometric Technologies Enhance the Customer Experience While Complying with the Highest Security Standards

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The global biometrics market is growing fast because of the ubiquity of some biometric modalities, such as fingerprint and facial recognition. The deployment of biometric technologies is increasing across different business sectors because of their ease of use, high security and assurance, and quick scalability. In recent years, businesses have ...

This report analyzes the global on-premise and cloud contact center applications market size for the base year 2019 and provides forecasts until 2026. This study also analyzes the market share of top vendors across each region in on-premise and cloud contact center application segments separately for 2018 and 2019. The study is based on extensive p...

12 Jan 2021  |  North America

North American Knowledge Management (KM) Market View for Customer Care, 2021

Knowledge Creation and Mining for Improve Employee and Customer Engagement

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Knowledge management (KM) is a mature technology area that can be broadly applied across all areas of business. Initially, KM was aimed at gathering and sharing of knowledge within an organization (across documents, databases, and other sources). One of the most critical early components of KM was content management; an organizations data and infor...

This study examines the trends in the North America customer experience outsourcing (CXO) services market and forecasts the market size. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining operations and increasing revenue. The businesses that wil...

Frost & Sullivan launched the first ever virtual customer contact event. The new platform proved successful for an interactive Executive MindXchange, despite the obstacles COVID-19 created for such events. We had a full house, where the majority of people stayed engaged on the event platform throughout the program. Moving from session to session wa...