Strategic Imperatives For Contact Centre Solutions
Meeting top 2023 business goals of improving employee experience by leveraging disruptive technologies that support workforce transformation and boost customer experience (CX).
Delivering seamless, omnichannel, and personalized CX is critical to address the need gap of 60% global businesses to meet evolving customer expectations and remain competitive.
Developing strategic self-service capabilities, seamless contact resolution, and frictionless channel transitions is crucial for smoother workflows and business processes.
How do you shift from where you are to what you want to become? How do you fill the gap?
Based on those strategic imperatives the gap between where you are now and where you need to be to achieve transformational growth is daunting.
Effective Growth Coaching increases productivity by over 53%
Over 40% of professionals would like to have more meaningful networks
84% of Executives say Innovation is critical but lack resources
The Three Components Required for Transformational Growth
Growth Opportunities for Contact Centre Solutions
Delivering deeper insights and automated processes with:
- Conversational artificial intelligence (CAI) solutions
- Natural language processing (NLP)
- Emotion and sentiment detection
Overhauling contact centers when ROI is proven to gain benefits such as:
- Quick and easy access to latest capabilities
- Lower capital costs
Imbibing empathy in contact center environments to:
- Humanize customer interactions
- Minimize attrition
- Maximize brand loyalty
Minimizing flight risks of work-at-home agents with:
- Seamless UCC technologies
- Modern training modules
- Access to the same contact center capabilities as in the office
Benchmarking Your Future Growth Potential
Our work is focused exclusively on identifying the growth opportunities of the future and evaluating companies that are best positioned to take advantage of them. The Frost Radar™ is a robust analytical tool that allows us to evaluate companies across two key indices: their focus on continuous innovation and their ability to translate their innovations into consistent growth.
To discover how you benchmark
A PRACTICAL, HIGH IMPACT, SCALABLE TRACKING SOLUTION
Measure with The Growth
& Innovation Index
Recognizing Excellence and Leadership in Contact Centre Solutions for 20 years
Our best practices analysis provides in-depth examination of successful strategies and tactics used by leading companies across all industries, and offers recommendations for implementation to drive performance and success
2022 Company of the Year Award- Contact Center Solutions, North AmericaRead More
2022 Customer Value Leadership Award—Employee Engagement in the Contact Center, North AmericaRead More
2023 Competitive Strategy Leadership Award—BPO Outsourcing, GlobalRead More
2022 Technology Leadership Award—Contact Center Enabling Technology, North AmericaRead More
2022 Technology Leadership Award—AR in Field Service Enabling Technology, North AmericaRead More
2022 Customer Value Leadership Award—Contact Center Omnichannel Agent Engagement, North AmericaRead More
2023 Customer Value Leadership Award—CCaaS, GlobalRead More
Connect with the Brightest Minds in Growth Innovation Leadership
Our community activates your success with our peer-to-peer network, peer meetings, annual growth events, executive roundtables, and access to inspiring activities such as our innovation workshops.
Join our exclusive community of like-minded professionals today.Join Growth Community
Growth Council Think Tank Series
Strategies for attracting and retaining top CX talent
Leveraging conversational AI to deliver excellent CX through self-service
How can you harness analytics to create actionable intelligence?
Benefits of incorporating ESG goals into your CX and EX strategies
Creating super agents through AI
Integrating UX and CX to deliver a seamless service experience
Why is AI an e-commerce game-changer?
How can you create a robust security framework for a remote hybrid world?
How will the Metaverse transform the CX industry?
Strategies for managing Cloud migration in large contact centers
How can SMBs deploy innovative CX solutions to level the playing field?
Activate your transformational journey
Through growth coaching you will gain the tools necessary to develop powerful growth pipeline strategies that will fuel the future of your company.
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Continuous flow of Growth Opportunities
Proven Best Practices
Optimised Customer Experience