The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
If you’ve been impressed by the power of conversational AI but are unsure how to harness it for your customer service organization, let’s take a look at a few simple steps you can take to get started!
BROWSE RECENT POSTS
The Importance of Strategic Selling within Customer Service – Seizing the opportunity for tighter collaboration between Customer Service and Sales
During this time of ongoing change at both macro and micro levels, keeping your Customer Service and Sales teams actively partnered and engaged has...
Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business.
Today, transformative skill sets are needed to build teams that are cohesive, productive, profitable and happy. (Not necessarily in that order). If you have blind spots, you, your team, and your organization will struggle to thrive in a business climate that is constantly changing.
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.
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?
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says, ‘Make Me Feel Important.’ Treat...
New Normal. Extraordinary circumstances. Unprecedented. These are all the words we’ve heard applied to the last three years of work life. This...
When thought leaders from TMX Finance, Dun & Bradstreet, Baxter Healthcare and others gathered in Tucson, Arizona for the 18th Annual Customer...
There was a gap in the dialysis industry with regards to additional support for patients during the first 90 days of starting dialysis. Baxter identified this as an opportunity to utilize telehealth technology along with RPM through our connected devices to provide additional support for patients during their first 90 days on dialysis.
Presented by: Natalie Beckerman and Alpa Shah Senior Vice President Global Vice President...
Highlights from recent research and discussions conducted by the Frost & Sullivan Global CX team.
Frost & Sullivan’s Customer Engagement Leadership Council, a member-driven, business leadership network for senior-level executives in the customer experience, customer care and contact center industries, recently announced the Critical Issues of focus for members in 2023.
Are you trying to solve that seemingly unsolvable CX problem? Is everything about your customer behavior seemingly random? Perhaps…it’s not all that random at all.
Elevating Practices for Hiring Managers: How to Hire Right in a World of High Attrition and “Slim Pickins”
High rates of attrition and no humans to hire have put hiring management teams into a scramble to hire and hire anyone! Such extreme conditions mean interviewing managers have lowered the bar and are hiring anyone with a pulse.
Tackling Engagement and Retention Challenges Amidst a Stress Endemic
Moderated by Andrew Deutscher, Founder, Regenerate
Your team is successful when they bring their creativity and their strategic thinking skills to the table. As a leader you must find creative solutions to address the chronic stress that stymies that and prevents workers from becoming disengaged or leaving your organization.
Lessons learned that forced us to become agile as a leader in the contact center world, leading people and personalizing the approach to our customers.
Be an employer that’s attractive to employees. Offer competitive benefits and salary. Make sure your work environment is pleasing.
Presented by: Monica Rothgery Chief Operations Officer KFC US
Frost & Sullivan held yet another successful customer contact event, with executives staying engaged throughout the three days of interactive sessions.
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord,...
As companies evaluate their 2023 marketing spend (after likely reducing spending in 2022), the wise marketer remembers their north star: customer engagement. By embracing proven techniques, addressing these seven assumptions will expand the impact of your digital, physical and omnichannel marketing.
Presented by: Cal Austin Innovative Customer Experience Lead – Emerging Markets Pfizer
Join the Customer Engagement Leadership Council
…and connect to a powerful network of collaborators, innovators and achievers
Joining the Customer Engagement Leadership Council is a great way to connect with a network of people and places, collaborate, and check in with peers to see who’s doing what.
Moderated by: John Bord Manager, Customer Experience Tucson Electric Power
Despite all the change we’ve seen in customer experience (CX) over the past few years, there’s still too much mired in the status quo.
Presented by: Vinod Varma Senior Vice President, Patient Experience & Service Operations Oak Street Health
Customer experience (CX) thought leaders from around the country recently came together to share industry insights and best practices at the Customer Experience Ecosystem: A Frost & Sullivan Executive MindXchange, held in Minneapolis, Minnesota. The event offered both strategic and tactical solutions to many of today’s most challenging customer experience issues.