The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Empowering Women in CX: Leadership Alliance Workshop Returns to Frost & Sullivan’s 21st Annual Customer Contact West
Customer contact leader extraordinaire Natalie Beckerman, who has run top tier, large scale operations while driving transformation and change throughout her career, will be returning to lead another CX Women’s Leadership Alliance Workshop at Customer Contact West: A...
Mastering Resilience: How to Become a Resilient Leader
A resilient leader is someone who not only survives adversity but thrives in it, leading their teams with confidence and clarity. This article will delve into the key traits of resilient leaders, practical tips for building resilience, and real-world examples of...
BROWSE RECENT POSTS
Measuring the Impact of Customer Self-Service Options
In recent history, consumers viewed self-service as a negative. Today, it’s a must to provide a variety of options for customers to communicate or...
Summary of the 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange, in Dublin, Ireland, June, 2018
Introduction The 12th Annual Customer Contact Europe: A Frost and Sullivan Executive MindXchange (at Clontarf Castle in Dublin) brought together a...
How to Implement Your Customer Experience Strategy
Making your CX strategy real by engaging and energizing the people you need on your side. A strategy only shines in execution. For your...
Ready to Craft Your CX Strategy? Then Listen, Measure, and Empower
Compiling and analyzing data from multiple customer touch points, based on company-set metrics, will provide a dynamic and actionable way of...
Safelite’s Journey to Customer Excellence: Transforming Business by Being Purpose Driven
Key Takeaways from the 14th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
It was a true pleasure wrapping up three days of learning and fun with three insightful and engaging panelists – Terry Blankenship, Associate Vice...
Maryland’s Customer Service Promise Delivers
When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had...
Listening To Your Customers Is Like Growing Up
Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most...
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...