The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
FEATURED
Q&A with Natalie, Beckerman, Global Head, Customer Support Operations, IHG Hotels & Resorts
From the Frontlines to the Strategy Room: Beckerman’s Playbook for CX Success Frost & Sullivan recently chatted with customer contact leader extraordinaire Natalie Beckerman. Natalie has run top tier, large scale operations driving transformation and change,...
The Brand is the Experience — Not the Ad
A Call for Marketing and CX Leaders to Deliver on the Promise, Not Just the Pitch Let’s rewind for a second. Do you remember when “false advertising” meant a brand made misleading product claims or used bait-and-switch tactics? Today, it’s not just about what was...
BROWSE RECENT POSTS
Self-Assessment Requirements for Contact Center Interaction Analytics
Contact Centers are at the heart and core of any organization. They are the perfect vehicle for the business to understand what their customers...
In Pursuit of an Excellent Customer Experience
There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and...
Customer Preference – It’s Personal
I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry...
What is Hyper-Personalization and Why Is It a Key Customer Experience Component?
With service now the biggest competitive differentiator, it’s no longer enough to provide efficient, or even tailored service. Today’s customers...
5 Moments When Customers Turn Into Brand Promoters
Many types of customers contact your brand. Prospective customers wanting to learn more about your products or services. Existing customers with...
How an Intelligent Front Door Helps You Ease into AI
“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small...
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...