Search results for: 'plug-in'

When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Banking, financial services, and insurance (BFSI) organizations made major changes to their processes and technology to address the in...

Contact centers play a crucial role in the manufacturing sector, serving as the primary interface between the manufacturer and its customers. Manufacturers investing in their contact centers can enhance customer experience, build long-term customer relationships, and gain a competitive advantage. Contact centers play a crucial role in the manufact...

Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers’ sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study. Some industries, includi...

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision-makers and purchase decision influencers of contact centers wer...

The 21st Annual Customer Contact East 2025 MindXchange provided valuable insights into navigating the evolving customer experience (CX) landscape. This year’s key takeaways emphasize the importance of returning to basics to preserve a company’s core essence amid ongoing digital transformation, geopolitical chaos, and technology disruption. Think of...

By 2027, winning CX organizations won't run AI pilots—they'll run AI‑powered businesses where: Automation is trusted, humanized, and governed—explainable, resilient, and auditable by design. Decisions are made in the moment, addressing CX challenges as they arise, and journeys are orchestrated end-to-end, from intent to outcome.Employee experience ...

Patients are consumers and expect excellent customer service for every product and service they buy. Patients invest in their health and set self-care management goals and play an active role in attaining health services. Improving a patient’s experience with digital solutions that give them more power is becoming the norm. These solutions include ...

This Market Insight explores how large business process outsourcers (BPOs) are redefining and expanding traditional corporate giving. Corporate social responsibility (CSR) was the decades-long moniker to describe initiatives designed to deeply engage their agents and employees within the local communities. Much more than a company call for donating...

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...