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

Customer Contact Webinar Week: Essential Take-Aways

With the current health crisis creating unprecedented challenges, Frost & Sullivan recently created a Customer Contact Webinar series comprised of a week’s worth of virtual customer contact content.  Diverse and timely insights were presented live by a select...

Essential Skills for CX Leaders

The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the language of every organizational function, and be masters of change...

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