The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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How to Architect and Design a Comprehensive
CX Strategy and Framework
A comprehensive CX strategy and framework should begin with a deep review of the organization’s global, regional and local business strategies and/ or business plans.
10 Lessons from a Workforce Manager
Each organization needs to determine how the Workforce Management team will integrate into the overall Contact Center structure.
BROWSE RECENT POSTS
How to Architect and Design a Comprehensive
CX Strategy and Framework
A comprehensive CX strategy and framework should begin with a deep review of the organization’s global, regional and local business strategies and/ or business plans.
10 Lessons from a Workforce Manager
Each organization needs to determine how the Workforce Management team will integrate into the overall Contact Center structure.
CX 1.0 to 3.0: New Journeys for New Customer Expectations
Realizing the Benefits of Collaborative Performance Tracking
Innovating has to do with achieving what few have achieved before; it is true. Innovating involves challenging, surprising, changing.
Executive Brief | Virtual Case History on AI and CX
Engaging AI to Streamline the CX Journey:
Utopian Concept or Pragmatic Solution?
Abstract Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings....
Zoom Fatigue? Join us in-person at the 17th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
The Frost & Sullivan Events team is gearing up for our first in-person event in quite a while! Customer Contact West: A Frost & Sullivan...
CX Ecosystem Panel – Executive Brainstorm Closing
Organizational Silos across the CX Ecosystem
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking...
Understanding Personalization
Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the...
Effective Change Management Across The Ecosystem
Leading Exhausted Customer Contact Workers
We are living in the most difficult era of work in our history. We’re working longer hours than before the pandemic (an average of three extra hours...
The Contact Centerʼs Journey to the Cloud:
A Strategic Initiative with Hard Choices in 2021
A Frost & Sullivan Virtual Think Tank Article Market Challenges Signal Hard Choices The contact center (CC) represents a broad and mature market...
Five Timely Take-Aways from Customer Experience Ecosystem: A Frost & Sullivan VIRTUAL Executive MindXchange
Patricia Jacoby from Frost & Sullivan shares a few of the many timely insights from this content-rich virtual event.
Creating A Contactless Customer Journey
View Mike Lavigne, director of Nissan Motor Corporation presentation on Creating a Contactless Customer Journey.
Looking for the Why? Stay Engaged by Finding Value
and Purpose
The workforce of today is dramatically changing from our workforce of yesteryear. Organizations are looking for ways to navigate the new challenges...
3 Keys to Successfully Leading in a Hybrid Environment
Leading in a remote environment is one of the most challenging tasks we can ask of the organization. It is doctoral level leadership. The only...
Headliners and Highlights – Key Insights from Customer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange
Frost & Sullivan’s latest customer contact event featured real-world examples and insights from speakers on the leading edge of customer service...
Innovative Ideas for Agent Social Engagement, Incentives and Rewards
Connect to a powerful network of collaborators, innovators and achievers…
Join the Customer Engagement Leadership Council today
We have all weathered unprecedented changes in the last year, and those changes will continue to reshape the very nature of customer contact and...
A Frost & Sullivan Webinar
Conquering the Budget Struggle for Contact Center Transformation
Tracking Employee Engagement in a Remote Work World
In this new world of remote work, an increasingly large number of companies appreciate that greater employee engagement is a key component of...
Future Forward – Augmented is the New Reality in CX and CS
Tips and Best Practices for Building and Implementing Your Chatbot
Considering infusing Artificial Intelligence into your customer service channels? There are a number of reasons why you should! At first, our team...
Digital Transformation and our Journey at Empire-Today
Digital transformation is the hot topic these days. From the marketing departments of software firms to the C-level suite in most companies, the...
Capstone – How Pinterest Approaches Customer Segmentation and Tiered Service
Six Strategies to Keep Your Customers Engaged in Uncertain Times
As we move past one year of the pandemic, has your customer experience focus changed to reflect evolving circumstances? As many businesses struggle...
Executive Insights: Prioritizing the Safety and Well-Being of Your Employees
A Frost & Sullivan Webinar
Conquering the Budget Struggle for Contact Center Transformation
A Frost & Sullivan Webinar
How To Make “Voice of Customer” Your Game Changer
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and...
How to Bridge the Customer Experience (CX) Gap Across the Organization
Introduction Recently, a select group of CX thought leaders gathered to address the customer experience gap that is prevalent across so many...
Mission-Driven Customer Experiences (CX): A Guide
So much has changed in the world of customer experience. Over the past many years, the concept of convenience has been the undisputed focus of most...