The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Listening to customers is an eco-system that must be the backbone that runs throughout the service experience and leads to success.
Businesses must leverage the wealth of data residing in many places to understand ever-changing customer needs fully & meet these goals.
There is a great opportunity to work collaboratively, as one global team, to address 6 specific challenges & achieve a steady foundation.
People want to have pride in what they do, but to have pride, they need to feel valued and understand the positive impact of their work.
Organizational change management requires shifting and evolving company culture. At the core of all change and transformation, are people.
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level.
How do organizations design for engagement in the new world of digital-first customer experience? Behavioural science & data together offer answers.
As leaders, we can create a stronger team dynamic & achieve superior results if employees are willing to spend their energy on the team.
The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year.
The latest unified communications & video conferencing tools in contact center solutions can make training & collaboration easier.
Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty.
Building a product that truly meets users’ needs requires maniacal focus on user pain points. It’s rarely a simple, linear process.
Trust, respect, care, support, meaningfulpraise, clear direction, and honesty. Let’s call that a people- centric culture.
As CX professionals, our work is changing at a break‐neck speed.We need to understand the nature of the work & how we can continue to evolve.
There is a negative impact when someone leaves soon after being hired, so it makes sense to reduce the risk of that happening.
Essential Take-Aways from the 17th Annual Customer Contact Center West: A Frost & Sullivan Executive
The 17th Annual Contact West in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, & analytical minds.
Create value for customers & shareholders by further driving investment growth, introducing innovative solutions & technologies to enhance CX.
Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage.
A comprehensive CX strategy and framework should begin with a deep review of the organization’s global, regional and local business strategies and/ or business plans.
Each organization needs to determine how the Workforce Management team will integrate into the overall Contact Center structure.
Innovating has to do with achieving what few have achieved before; it is true. Innovating involves challenging, surprising, changing.
Executive Brief | Virtual Case History on AI and CX
Engaging AI to Streamline the CX Journey:
Utopian Concept or Pragmatic Solution?
Abstract Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings....
Zoom Fatigue? Join us in-person at the 17th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
The Frost & Sullivan Events team is gearing up for our first in-person event in quite a while! Customer Contact West: A Frost & Sullivan...
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking...
Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the...
We are living in the most difficult era of work in our history. We’re working longer hours than before the pandemic (an average of three extra hours...
A Frost & Sullivan Virtual Think Tank Article Market Challenges Signal Hard Choices The contact center (CC) represents a broad and mature market...
Five Timely Take-Aways from Customer Experience Ecosystem: A Frost & Sullivan VIRTUAL Executive MindXchange
Patricia Jacoby from Frost & Sullivan shares a few of the many timely insights from this content-rich virtual event.