Contact Centers

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...

The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...

The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindxChange brought thought leaders from around the globe to Huntington Beach, California to tackle their challenges with other customer experience (CX) experts. Participants discussed their shared challenges, successful customer solution implementations, and strategies for improvi...

The recent introduction of ChatGPT from artificial intelligence (AI) firm OpenAI has captured the imagination of the world and moved AI further into mainstream conversation. ChatGPT is “humanizing” AI in a way that has not been experienced before, generating impressive content from relatively simple requests (or prompts) written in natural lang...

Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and custom...

The LATAM cloud contact center (CC) market grew substantially in 2022, driven by accelerated migration from premises-based contact center implementations. As organizations realize that providing superior customer experience (CX) is fundamental for competitive differentiation, they respond to growing customer expectations by delivering seamless, eff...

To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing,...

This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today. ...

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 & Sulliva...