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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...

Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...

Cardiology is the second-largest generator of patient image data and reports, which need to be stored/archived, analyzed, and managed. This, coupled with hospitals need to provide timely, high-quality care to patients, given the urgency of cardiology cases, necessitates a holistic view of cardiac patient data and a well-connected, enterprise-wide ...

District cooling (DC) is the cooling equivalent of district heating. This process involves supplying chilled water (usually between 4 and 8 degrees Celsius) from a central plant to multiple buildings via insulated underground pipes. The cooled water is then used to chill the indoor air in buildings before being sent back to the central plant to be ...

Over the past decade, the aerospace industry has witnessed the growing application of additive manufacturing technology. Major applications include developing parts for the aircraft interior and engine. The technology replaces parts made using the traditional manufacturing process, offering aerospace companies increased supply chain flexibility and...

Cellular IoT connectivity is a booming market. It is witnessing rapid growth as 2G and 3G connections are being replaced with 4G-LTE, 5G, and low-power connections. Typically, 4G-LTE and 5G connections are the major revenue generators for cellular network operators. In 2020, global connectivity revenue stood at $47.02 billion. Asia-Pacific accounte...

Generative artificial intelligence (GenAI) has gained attention as an emergent area of artificial intelligence in which machines autonomously create novel content similar to the input data on which they were trained. Powered by advanced algorithms and neural networks, GenAI creates images, text, music, and more. This ability has caught the attentio...

The concept of companion diagnostics (CDx) was developed when researchers realized that even potent drugs only had an efficacy between 25% and 60%, the lowest being in oncology. Therefore, a clinical pharmacogenetic assay became important to distinguish patients more likely to respond to a drug or at a lesser risk of associated adverse pathophysiol...

The bike taxi ecosystem across Southeast Asia is undergoing transformational change, shaped by a convergence of regulatory formalization, electrification, digital platform scaling, and evolving driver behavior. This study offers a comprehensive and forward-looking analysis of the bike taxi market across 5 key countries—India, Indonesia, Vietnam, Th...