The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Fueling Decision-Making with Data
Presentation by Michael Wireko Vice President, Customer Care Grubhub
How AI Will Transform—Not Replace—Your CX Role
Every day, AI gets a little better at stuff we used to think only humans could do. It analyzes customer feedback, predicts behavior, and personalizes experiences—all faster and more accurately than we ever could. The things that used to make CX pros stand out—like...
BROWSE RECENT POSTS
Exploring Virtual Reality for Empathy Training
Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him...
Botman versus SuperAgent: The Dawn of a New Contact Centre
Movie theaters have been packed with superhero movies lately. Many of these pit humans against machines in a fight to the death. Is the contact...
Join Your Colleagues on the Customer Engagement Leadership Council
Navigate the new era of customer engagement with confidence -- and reap the rewards The Customer Engagement Leadership (CEL) Council, a Frost &...
Engaging with the Consumer of the Future: The Next Wave of Innovation
Watch Video PRESENTED BY Brian David Johnson, Futurist in Residence, Center for Science and the Imagination, Arizona State University SESSION...
Frost & Sullivan Viewpoints: Enabling Robots (Process Automation) for Enhanced CX and Cost Management
Customer contact organizations face growing competitive pressures to simultaneously improve the customer experience (CX), increase productivity, and...
Augmenting Intelligent Customer Care: The Advent of Chatbots, Virtual Assistants, and Machine Learning
PANELISTS Victor Ghanem, Director, Business Process Solutions – Customer Experience, Manulife Richard Gianvecchio, Vice President, Support and...
Ensuring Partnership Success with Business Process Outsourcing
Using Business Process Outsourcing (BPO) to staff customer service has evolved significantly during my career. From a focus in the 1990s on...
Mentor the Mentors: Bringing Out the Best in Your Managers and Supervisors
A Customer Contact West: A Frost & Sullivan Executive MindXchange Preview SESSION ABSTRACT Strategically designed mentor programs engage high...
Keynote Video: Positive Change: How Contact Center Executives Can Ignite the Organization and Move Beyond the Status Quo
Who Cares About the Company Store?
About 2 years ago, I took on a stretch assignment at work to overhaul our online company store. It needed a fresh look and a little love and...
Managing Data and Change Were Key Themes at Customer Contact West: A Frost & Sullivan Executive MindXchange
These were two primary themes at the 13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange this year. Carolyn Muise, Vice...
Are You Ready for Gen Z?
I’ve had so many calls from frantic HR managers and executives about millennials, that it’s become routine. “Over-entitled, lazy, tech-obsessed,...
Customer Attention – What Do You Do With It?
The CEO of Netflix recently said that they compete with Facebook, YouTube and sleep. While Netflix competes with my sleep at 1AM, you know for a...
Top 5 Customer Service Expectations in 2017
https://www.jacada.com/blog/digital-solutions-vendors-can-implement-quickly Customer service trends are today driven by the need to meet consumer...
Can you reduce AHT without damaging customer satisfaction?
It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication...
Information, Insight, and Analytics Drive Customer Loyalty!
Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact...
Keeping Up With Today’s Complex Customers: Highlights from the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange
Introduction One of the primary themes of this year’s 11th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange, was how...