The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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EXECUTIVE INTERVIEWS
Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center
Moderated by Kandy White Senior Vice President, Operations Altisource Today’s contact centers are complex, with many stakeholders, many opinions, and many objectives. Read on for key insights from an interactive session conducted at the 15th Anniversary Customer...
SUCCESS STORY: Hiring for Staying Power and Brand Fit
Presented by Regan Heckethorn Vice President, Operations Allegiant Air
BROWSE RECENT POSTS
Strategic Boardroom: Meeting the Unique Challenges of the Enterprise Contact Center
Moderated by Kandy White Senior Vice President, Operations Altisource Today’s contact centers are complex, with many stakeholders, many opinions, and many objectives. Read on for key insights from...
SUCCESS STORY: Hiring for Staying Power and Brand Fit
Presented by Regan Heckethorn Vice President, Operations Allegiant Air
The B2B Customer Has High Expectations: How Can You Meet Them?
By Juntae DeLane Senior Digital Brand Manager University of Southern California Founder, Digital Branding Institute There are big differences between B2B (business-to-business) and B2C...
3 Compelling Reasons to Join the Customer Engagement Leadership Council
1. The Council is supported by a growth strategy company fifty years strong The Customer Engagement Leadership Council is underpinned by Frost & Sullivan, a growth partnership company that has...
AGILENT CASE STUDY: Creating a Successful Online Community
Introduction Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award...
EXECUTIVE INSIGHT: Mapping Root Cause for Proactive Solutions
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help...
Executive Insight Video: Preparing for Big Disruption as Entry Barriers Come Down
Presented by Gabriele Masili Chief Technology Officer Customer Service and Support Microsoft
Top Takeaways from the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of innovative, enthusiastic, collaborative, and analytical...
AI Meets Global Fashion Brands — with Fantastic Results!
Aarde Cosseboom recently led a Virtual Executive Assembly for members of Frost & Sullivan’s Customer Engagement Leadership Council where he shared insights about TechStyle Fashion Group’s...
Women Lead the Way in Contact Center Innovation
At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the products become easier to use, customer satisfaction...
Sorting through the RPA Hype – The Introduction
$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All...
Your Front is Different than Your Back
As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each...