The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

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Webinar Week Presentation: Adjusting Your CX Strategy in the Midst of COVID-19

by Rachelle L. Dever, Vice President, Customer Relations and Brand Experience, Signature Flight Support | June 1, 2020 | CCE, CCS, CCW, Featured | 0 Comments

In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your team deal with, while still being able to adjust your CX strategy and deliver well for your organization. During this uncertain time, it’s more important...

Why Call Centers Once Outsourced Overseas Are Coming Back to the U.S.

by DATAMARK | August 8, 2019 | Featured | 0 Comments

Throughout the 1990s and the first decade of the 2000s, call centers were often the poster children for jobs leaving the U.S. and being outsourced to other countries. Many businesses outsourced their call center operations to foreign countries, most often India and the Philippines, leaving U.S.-based phone centers behind in favor of less...

EXECUTIVE INTERVIEWS

Featured Video: Not All Superheroes Wear Uniforms,
They Wear Headsets Too

Nov 19, 2020 | CCE, CCS, CCW

Harnessing Voice of the Customer to Drive Growth

Nov 19, 2020 | CCE, CCS, CCW

When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer's expectations, preferences and aversions. It doesn’t really matter what industry you work in, you are likely to face the same customer service...

BROWSE RECENT POSTS

Featured Video: Not All Superheroes Wear Uniforms,
They Wear Headsets Too

by Nastaciea Roberts, Director of Contact Center and Access Services, Spectrum Health Hospitals

Harnessing Voice of the Customer to Drive Growth

by Philip Purdy, Head of Customer Services, Community Fibre Limited

When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer's expectations, preferences and aversions. It doesn’t really matter what...

Brand Experience: What’s That and Why Should I Care?

by Rachelle Dever, Vice President of Member Care, Cricut

In my career, I’ve had the great pleasure of working with some iconic brands in varying industries: food and beverage, hotel, travel, and now, consumer electronics. What I always find so...

Top Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange

by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan

Recently Frost & Sullivan launched the first ever virtual customer contact event. The new platform proved successful for an interactive Executive MindXchange, despite the obstacles COVID-19...

Making Work from Home Work for You – The Long Game

by Chris Vetrano, Head of Partner and Customer Engagement for Transit, Bikes, and Scooters, Lyft

It’s no secret that this year has changed a lot for everyone. Customer experience teams know the impact of COVID-19 all too well. As the world faced this global pandemic, and many business models...

The Returns from Investing In your Customer Experience
Adapted from DoingCXRight.com

by Stacy Sherman, Customer Experience Strategist and Practitioner

By Stacy Sherman Customer Experience Strategist and Practitioner Over the years, we often hear “The customer is always right.” While “always” may not really be the case, companies are going out of...

Webinar on Demand
Customer Story: Maximize Human Capital to Increase Loyalty and Profitability

by Frost Sullivan

5 Things Teams Can Do To Help Each Other Thrive While Working From Home
From a teamwork expert who has helped everyone from Google to the Oakland A’s

by Mike Robbins, Motivational Speaker and Author, Mike Robbins, LLC

By Mike Robbins Motivational Speaker and Author Mike Robbins, LLC The coronavirus has had a significant impact on the world, the economy, and just about every aspect of our day-to-day lives. For...