Strategic Imperative
EXPLORE, LEARN, ANALYZE, AND GROW

Will YOUR Organization survive the Contact Center Solutions Transformation?

  • Strategic
    Imperatives
  • Growth
    Gap
  • The Yellow Brick
    Road
  • Transformational
    Growth

Strategic Imperatives For Contact Center Solutions

01

Meeting top 2023 business goals of improving employee experience by leveraging disruptive technologies that support workforce transformation and boost customer experience (CX).

02

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.

03

Developing strategic self-service capabilities, seamless contact resolution, and frictionless channel transitions is crucial for smoother workflows and business processes.

GROWTH GAP

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.

GROWTH CONTENT

Growth Opportunities for Contact Center Solutions

Conversational artificial intelligence

Delivering deeper insights and automated processes with:

  • Conversational artificial intelligence (CAI) solutions
  • Natural language processing (NLP)
  • Emotion and sentiment detection
  • Analytics
ROI

Overhauling contact centers when ROI is proven to gain benefits such as:

  • Flexibility
  • Scalability
  • Quick and easy access to latest capabilities
  • Lower capital costs
brand loyalty

Imbibing empathy in contact center environments to:

  • Humanize customer interactions
  • Minimize attrition
  • Maximize brand loyalty
work-at-home contact centre

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

Frost RadarTM

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
against competition

A PRACTICAL, HIGH IMPACT, SCALABLE TRACKING SOLUTION

Measure with The Growth
& Innovation Index

  • 2

    Major Indices

  • 10

    Analytical Algorithms

  • 1

    Platform

BEST PRACTICES RECOGNITION

Recognizing Excellence and Leadership in Contact Center 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

1
NICE

2023 Company of the Year Award – North American CCaaS Conversational AI

Read More
2
Probe CX

2023 Company of the Year Award – Australian Customer Experience Outsourcing Services

Read More
3
Teleperformance

2024 Company of the Year Award – Indian Customer Experience (CX) Outsourcing Services

Read More
4
Diabolocom

2023 Product Leadership Award – France AI Innovation

Read More
5
Bright Software, Inc.

2023 Customer Value Leadership Award – North American Contact Center Performance Management

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6
Genesys

2023 Company of the Year Award – North American Sustainability in Contact Center

Read More
7
Datacom

2023 Competitive Strategy Leadership Award – Australian Customer Experience Outsourcing Services

Read More
60 Years of
Experience
1800 Global Research
Analysts
GROWTH COMMUNITY

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

CX talent
Employee Engagement Strategies in Global Customer Contact

Is Employee Experience Surpassing Customer Experience as a Business Objective?

Competitive Strategy in Global Customer Contact

Strategies for Attracting and Retaining Top CX Talent in Contact Centers

Customer Strategy in Global Contact Center Solutions

How can you harness analytics to create actionable intelligence?

Limiting Your Business Growth
Growth Opportunities in Global Contact Center Solutions

Benefits of incorporating ESG goals into your CX and EX strategies

Technology Strategies in Global Contact Center Solutions

Creating super agents through AI

Technology Strategies in Global Contact Center Solutions

Integrating UX and CX to deliver a seamless service experience

AI e-commerce
Growth Opportunities in Global Contact Center Solutions

Why is AI an e-commerce game-changer?

cybersecurity
Technology Strategies in Global Contact Center Solutions

How can you create a robust security framework for a remote hybrid world?

Metaverse Impact life
Customer Strategy in Global Contact Center Solutions

How will the Metaverse transform the CX industry?

Cloud Data Centers
Technology Strategies in Global Contact Center Solutions

Strategies for managing Cloud migration in large contact centers

CX
Competitive Strategy in Global Contact Center Solutions

How can SMBs deploy innovative CX solutions to level the playing field?

GROWTH COACHING

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.
Growth Coaches | Think Tanks | Growth Experts

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Growth Experts

A global team that is solving some of the world’s most complex business challenges

  • Brian Cotton
    Brian Cotton Growth Coach
  • Alpa Shah
    Alpa Shah Growth Expert
TRANSFORMATIONAL GROWTH

Growth for Leaders & Companies

Future Growth Potential

Maximized through collaboration

Growth Pipeline

Continuous flow of Growth Opportunities

Growth Strategies

Proven Best Practices

Innovative Culture

Optimised Customer Experience

ROI & Margin

Implementation Excellence

Transformational Growth

Industry Leadership