The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
An Excerpt from the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles
Jasmine Green shared her organization’s approach to creating a more customer-centric culture and some of the methods used to build programs and involve associates in the process. This included building a portal where employees submitted ideas for improvement.
The Three Shifts of Customer Leadership
What are the most essential shifts a key account director needs to make in order to see industry-leading customer results in their business? The answer is not doing more activity or more technology. It’s a shift in perspective. Why?
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Success Story – Real-World Initiatives that Increased NPS
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union
“Hi John, I See You Have An Upcoming Reservation…”
Organizations capture data at all stages of a customer life cycle. There are three phases in a customer’s life cycle where we have the ability to capture data.
It Comes Down to Trust: A Tool Based Index to Building Cohesive, Productive, Profitable and Happy Teams
High-trusting companies are 2.5 times more likely to be highperforming revenue organizationsthan low-trusting companies. They beat the average annualized
returns of the S&P 500 by 3X the profit.
“Build versus Buy” for Omni channel Contact Center AI Applications
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language Understanding (NLU) and Conversational AI for Omni channel contact center applications.
Crowdsourcing – A Modern Agent Job Description for a New Business Landscape
A Modern Agent Job Description for a New Business Landscape
The New Path Forward: Media and Entertainment Leaders Lean into Digital and Remote-first Agents
The media and entertainment market has repositioned its content to allow customers to stream at home or from anywhere.
Your Long-Term Strategy Begins with a Plan
This summary will be included in the Executive MindXchange Chronicles, an e-book compilation of key ideas from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange event.
Listening to Customers through Employees: Creating a Grassroots VoC Program
It should come as no surprise that voluntary turnover in critical customer-facing roles have never been higher. They seem like disconnected problems, but the good news is we can tackle them both at the same time by creating support for a grassroots Voice of the Customer (VOC) program.
An Update on the Travel and Hospitality Industry and its Approach to Customer Care
Customer service has always been relevant in the T&H industry. Sitel Group® research shows that 83 percent of consumers in the T&H segment identify customer experience (CX) as one of their top three most important factors influencing their decision-making process.
Real-World Initiatives that Increased CSAT
This session will focus on a real‐world success story from humble beginnings to rockstar CSAT scores by using lessons learned and best practices to increase CSAT.
The Ushering in of a New Culture
Understanding that the customer must be at the center of any competitive strategy is an important step. Learn how to make your customer happy!
Top 10 Takeaways from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
The top 10 takeaways from some of the most insightful sessions of the event, backed up with findings from Frost & Sullivan research and other sources.
Fixes for your Most Vexing Customer Service Issues
Companies need to consider ability to react with more real- time flexibility with marketing, on‐site sales and agent training.
2022 Case History on Achieving Digital Transformation
Digital transformation continues to evolve at lightning speed, technology advancements and adoption are at their peak.
Contact Centers are Here to Stay: How an Intelligent Use of Contact Channels Delights Customers and Drives Efficiency
Choose and implement ideas for an agile and successful customer contact channel strategy & bring the organization up to date on the successes.
Key Considerations to Help Transform Your Customer Experience
Listening to customers is an eco-system that must be the backbone that runs throughout the service experience and leads to success.
Data Drives CX Success in 2022, with Social Media Leading the Way
Businesses must leverage the wealth of data residing in many places to understand ever-changing customer needs fully & meet these goals.
Leverage these 6 Opportunities to Create a Better Customer Experience, Post-COVID
There is a great opportunity to work collaboratively, as one global team, to address 6 specific challenges & achieve a steady foundation.
Where does culture show up in your service organization?
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.
The Benefits of Building a Robust Organizational Change Management (OCM) Practice
Organizational change management requires shifting and evolving company culture. At the core of all change and transformation, are people.
Preview: SUCCESS STORY – Real‐World Initiatives that Increased CSAT
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level.
Data and Behavioral Science: The Twin Pillars of Strong Customer Experience
How do organizations design for engagement in the new world of digital-first customer experience? Behavioural science & data together offer answers.
Executive Brief | Authentic Leadership and Employee Loyalty – Creating a Win-Win
As leaders, we can create a stronger team dynamic & achieve superior results if employees are willing to spend their energy on the team.
The Customer Engagement Leadership Council to Address these Six Critical Industry Issues in 2022
The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year.
Silver Linings in a Pandemic – Humanizing Agents
The latest unified communications & video conferencing tools in contact center solutions can make training & collaboration easier.
Customer Contact East: A Frost & Sullivan Executive MindXchange Excerpt
Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty.
Case History – End to End Product Journey Excellence
Building a product that truly meets users’ needs requires maniacal focus on user pain points. It’s rarely a simple, linear process.
The Importance of Culture in the Call Center
Trust, respect, care, support, meaningfulpraise, clear direction, and honesty. Let’s call that a people- centric culture.
Does Art or Science Deliver the Best Customer Experience?
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.
The Most Important Question Managers Aren’t Asking
There is a negative impact when someone leaves soon after being hired, so it makes sense to reduce the risk of that happening.