The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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The Psychology of CX 101: Master the Hidden Drivers of Customer Behavior
A conversation with Mark Levy, Author and Head of Consumer Product and Customer Experience at Frontier Communications Frost & Sullivan recently caught up with Mark Levy, Head of Consumer Product and Customer Experience at Frontier Communications, to talk about his...
Coaching for Success: Hybrid and Remote Contact Centers
The customer experience landscape is in the midst of a profound shift. Hybrid and remote contact centers are no longer temporary responses to a global disruption; they are the new operating model for many organizations. Yet while the structures have changed, one thing...
BROWSE RECENT POSTS
CC Awards Program Opens to Recognize Excellence in Customer Service in 2019
Frost & Sullivan prepares to honor companies leading the customer service industry, rewarding excellence and outstanding achievement across a...
Employee Retention Rate: An Overlooked Factor in Creating Better Customer Satisfaction Rates
Companies face many challenges on a daily basis. One of the most prominent is adhering to customer’s demands and tendencies in order to yield...
Leveraging AI and robotic process automation technology to personalize customer experience
Customers want to get personalized experiences whenever they engage with companies and brands. This is the norm today. Customer experience is not...
Key Statistics affecting customer experience
Almost every action consumers make involves a digital application, from looking for the best product, to shopping, to after-sales support, which...
Creating A Global Customer Experience Your Company Expands Operations
When a company finds themselves with the capability of globally expanding their operations, it typically indicates they are successfully servicing...
Top 5 Best Practices for Superior Quality Management
It should come as no surprise that the customer experience is rapidly becoming the most important contact center objective. To make matters...
Improving the Customer Support Experience: A Microsoft AI Implementation Case Study
INTRODUCTION AI is poised to change and disrupt many industries, and among the first will be the customer support industry. This is because the two...
Solve Your Most Pressing Customer Service Issues with Customer Engagement Leadership Council Membership
Join dozens of customer contact industry leaders on the Customer Engagement Leadership Council and benefit from invaluable opportunities to learn,...
Traditional Corporate Responsibility is Out!: BPOs Transforming Employee Engagement into a Competitive Advantage
This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social...
How Improv Made Me a Better Call Center Agent
Contact center agents should absolutely never make up answers when speaking with customers. This is a difficult and serious job - definitely not a...
Chat, Tap, Talk: Trends Shaping the Future of Customer Experience
Omnichannel: Are We There Yet?
In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the...
Top CX Takeaways from Customer Contact West: A Frost & Sullivan Executive MindXchange
What a fantastic couple of days at the Arizona Biltmore! Despite a general soreness from impromptu desert hiking, as well as a beard full of...
Engineering a Culture of Security Consciousness in Customer Service
A FROST & SULLIVAN WHITE PAPER EXCERPT Introduction and Purpose Today’s customers are more concerned than ever about how companies use their...
Measuring Employee Engagement for Greater Returns
With the constant hustle and bustle of the workday, it is often difficult to determine the root cause of employee turnover and limited employee...
Customer Survey Lessons
I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other...
2018 CC Awards Big Kahuna Winners Announced
Microsoft, Albridge and Dollar Shave among others honored as CC Awards “Big Kahuna” winners at the 14th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange for excellence in customer experience.
Reinforcing personalization: putting automation and AI to work
Leveraging the right blend of human touch and automation can help deliver effective, personalized customer experiences. While IBM predicts that 85%...
The benefits and risks of channel pivoting
Knowing where to best communicate with your customers is essential in running a successful business. But keeping up can be difficult given customers...
Bridging the Omnichannel Gap for Customer Communications
Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate...
Meeting expectations at the right channels
Meeting expectations at the right channels Key findings about customer expectations and preferred communication channels Customers want frictionless...
All I Need to Know I Learned in Real Time
What do you do when you want to learn how to change your car wiper blades or say “hello” in sign language? We’d bet that you do a search on YouTube,...
‘No Ledge’ To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from...
The Equation for Engaged Employees: Gamification, Bots, Machine Learning and Human Intellect
It’s amazing how often I am asked, “What’s the secret sauce?” or, “What is the silver bullet?” when it relates to creating a culture of positive,...
2018 CC Awards Program Winners Announced
Microsoft, Mastercard and Dollar Shave among high achievers to be recognized at the 14th Annual Customer Contact West: A Frost & Sullivan...
Starting with Superior Customer Service
Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to...
How Siri-like Virtual Assistants Have Taken Hold of the Call Center
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for...
How AI Automation Has Changed Customer Service Operations
As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business...
How Automation is Transforming the Workplace
The story of automation and job loss is a familiar one – and it’s one we’ve all heard before. The belief that automation would lead to unemployment...
What Is a Customer Experience Strategy?
Nicolle Paradise Senior Director...