The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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HEADLINER VIDEO – Unified Vision: Building a CX Strategy Supporting Strategic and Tactical Decision Making
Presentation by Maribeth Duggins Director, Customer Insights McKesson
AI and the Content Creator: Evolution, not Extinction
Content creators often approach AI with concern. Will the new technology put us out of a job? Is the pursuit of greatness in customer experiences dead? Can AI really match the quality of human-created content? These same questions have emerged frequently as we’ve...
BROWSE RECENT POSTS
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...
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...