The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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EXECUTIVE INTERVIEWS
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 for Excellence in Social Media Customer Service (The Selfie Award) at...
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 organizations map the root causes of customer service issues and develop...
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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...
Interactive Video: The Rise of RPA Bots in Customer Service
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of...
Top 10 Reasons to Outsource Your Call Center
Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service...
The Benefits of Centralizing Contact Centers
Your organization has grown over the years, and you have agents scattered at offices across the country (or around the world), answering customer inquiries and resolving problems by phone, email and...
Who Is In Charge of Your Contact Center? When the System Takes Over: A British Airways Case Study
As Artificial Intelligence creeps into our lives, it’s easy to envision a world where machines start to take over, calling the shots and determining the direction and outcomes of our everyday experiences.