Search results for: 'Endpoint Security growth opportunities'

The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliv...

Cloud Contact Center solutions provide greater speed and flexibility in terms of scale, reach, and modularity as well as better business continuity, disaster recovery, and cost-effectiveness than traditional on-premises contact center solutions. The cloud is progressively becoming the fundamental enabler of a mature customer experience (CX) and emp...

The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliv...

2020 was a disruptive year for the entire world and for the CX & CC landscape. The COVID-19 pandemic has pushed every contact center in the region to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (65.3% of the outsourced agents in CALA were working remotely by the end of May 2020). Due t...

Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

10 May 2023  |  North America  |  Customer Research

Retail Contact Center Growth Opportunities in North America—2023

Successful Providers Must Bridge the Physical and Digital Realms

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Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footprint. To mitigate economic headwinds, customer retention is key. Malls and retailers need new ways to entice pandemic-weary customers, and retailers must find the optimal mix of di...

The Context of Europe’s Economy The European economy is a stark drama that continues to unfold in real-time, as Germany and Greece in particular try to come to terms with how to best move forward on the European project. In fact, negotiations between Greece and the European Union may turn out to be a turning-point for the Continent. Consider tha...

New analysis from Frost & Sullivan's Information and Communications Technologies program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technol...

Businesses receive massive amounts of customer feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to garner customer data that they can use to enhance market intelligence. Voice of customer (VoC) refers to the practice of ...