The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

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Webinar Week Presentation: Adjusting Your CX Strategy in the Midst of COVID-19

In this webinar you will learn how to be nimble and still deliver your CX strategy as we face the COVID-19 pandemic. Specifically, we will discuss how to face the current challenges you and your team deal with, while still being able to adjust your CX strategy and deliver well for your organization. During this uncertain time, it’s more important...

Why Call Centers Once Outsourced Overseas Are Coming Back to the U.S.

Throughout the 1990s and the first decade of the 2000s, call centers were often the poster children for jobs leaving the U.S. and being outsourced to other countries. Many businesses outsourced their call center operations to foreign countries, most often India and the Philippines, leaving U.S.-based phone centers behind in favor of less...

EXECUTIVE INTERVIEWS

Harnessing Voice of the Customer to Drive Growth

When we talk about Voice of the Customer what do we mean? Well, in essence, it is the process of capturing the customer's expectations, preferences and aversions. It doesn’t really matter what industry you work in, you are likely to face the same customer service...

Brand Experience: What’s That and Why Should I Care?

In my career, I’ve had the great pleasure of working with some iconic brands in varying industries:  food and beverage, hotel, travel, and now, consumer electronics.  What I always find so fascinating is that, across industries, there are far more similarities than...

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