By Frost & Sullivan | Oct 12, 2017 | CCW
https://www.jacada.com/blog/digital-solutions-vendors-can-implement-quickly Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers...
By Frost & Sullivan | Oct 12, 2017 | CCW
It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are...
By Carolyn Muise, Vice President, Chief Customer Office, Voice of the Customer, Analytics and Intelligence, Dell | Sep 25, 2017 | CCE, CCW
Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California this October. Here, she provides a...
By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Sep 14, 2017 | CCE, CCW
Introduction One of the primary themes of this year’s 11th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange, was how digital transformation represents an era of unprecedented exponential change. How can organizations best keep up with...
