by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | Feb 23, 2021 | CC, CCE, CCS, CCW
INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has...
by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | Nov 10, 2020 | CCW
Last September, Frost & Sullivan launched our first ever Customer Contact VIRTUAL event. The new platform proved very successful for an interactive Executive MindXchange resulting in a full house of highly engaged participants. Moving from session to session was...
by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | Nov 14, 2019 | CCE, CCS, CCW
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of innovative, enthusiastic, collaborative, and analytical minds. This year, the main challenges discussed by contact center leaders...
by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | May 10, 2018 | CCE, CCS, CCW
By Alpa Shah Global Vice President – Digital Transformation Frost & Sullivan It was a true pleasure wrapping up three days of learning and fun with three insightful and engaging panelists – Terry Blankenship, Associate Vice President, Contact Center...
