The Customer Contact Blog

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

The Customer Engagement Leadership Council to Address these Six Critical Industry Issues in 2022

The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year.

Understanding Personalization

Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the right time, based on behavior,” stated Millie Gillon, Global Head of Client Experience at Standard Chartered Bank. Millie recently agreed to share her personalization expertise with us in an interview....

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 with almost 40 years of development. It comprises dozens of providers, catering to sites as small as 10 agents to thousands of globally dispersed representatives in a single enterprise. Figure 1.0...