The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Staying Agile Amid Disruption: Lead from Your CORE to Turn Uncertainty into Advantage
Change is constant, and disruption rarely gives a heads-up. When everything is shifting (markets, customers, teams) how do leaders keep people focused, adapt quickly, and still deliver results? Headliner Sean Albertson gave a dynamic opening presentation on leading...
The Impact of the Digital Age on Customer Service
AI Takes the Stage In recent years, customer service has undergone an unprecedented transformation driven by digitalization and, especially, by the emergence of artificial intelligence (AI). Companies have gone from relying almost exclusively on human agents and...
BROWSE RECENT POSTS
CX Transformation Primer: 7 Tips for Continued Success
Customer experience transformation is happening whether organizations are ready for it or not. The longer a business waits, the wider the gap will...
Boss Mode: Level Up Your Leadership Skills
Leadership skills and gaming tactics might seem like two disparate realms, but a closer examination reveals profound synergies. By adopting...
Leveraging Evolving Technologies
Insights from a Virtual Event moderated by Aini Ali Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on...
Delivering Excellent Customer Experiences by Taking Care of Your Agents
Employee Engagement Boosts Customer Loyalty With contact center employees being the first point of contact with customers, organizations are...
How to Be a Battery Charger
Are You a Battery Drainer or a Battery Charger? We all have amazing opportunities to be someone's power bank in any given situation. Sometimes the...
Reimagining CX with Generative AI: Transforming Service into a Strategic Revenue Driver
Introduction What's at the heart of the disruption of the customer experience function that we’re now witnessing? The resounding answer is...
How Call Center Gamification Improves Agent Productivity
What is call center gamification? In the dynamic landscape of customer service, the pivotal role of contact center agents cannot be overstated....
Feedback is a Gift: Unwrapping Opportunities in Negative Responses
Part 1: The Sinking Feeling That sinking feeling after receiving scathing criticism of your creation – we've all been there. Suddenly, the hours you...
Generative AI: A Beginner’s Guide to the Galaxy
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!
The Importance of Exceptional Customer Service: Why It Matters
This blog post explores the significance of exceptional customer service and why it matters for businesses of all sizes and industries.
The Human Touch in Crisis: AI’s Dramatic Potential Takeover Could Redefine Customer Engagement
Introduction Straight talk – customer service is at another crossroads, with generative AI leading the charge this time around. More than just a...
Leveraging Evolving Technologies is Top Critical Issue for Customer Engagement Leadership Council Members
Each year, members of Frost & Sullivan’s Customer Engagement Leadership Council vote on the most important issues facing the customer service...
EXECUTIVE INSIGHT – Agents of the Future: New Roles, Competencies, Expectations and Opportunities
Participants at the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange held in Huntington Beach, California, left with...
Aligning Customer Care with the Corporate Strategy: The Customer at the Core
At the forefront of every thriving enterprise lies a fundamental truth: the customer experience is pivotal. It is this unwavering commitment to the...
The Science of CX: Understanding the Chemistry of Complaints
By Kat Ketter, AVP, Customer Experience, Jefferson Health Plans Contributor: Fannie Perrucci, Manager of Customer Experience, Jefferson Health Plans...
Delivering Fiscally Responsible Customer Service
Presented by Thomas Rocharz Director of Contact Centers Cape Air
Key Takeaways from the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
INTRODUCTION The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange brought thought leaders from around the globe to...
Executive Summary – The 10 Biggest Myths about AI
Futurist speaker and university instructor Christina “CK” Kerley recently led a session entitled “Shock, Awe and AI” at Customer Contact West: A...
Headliner Video – Taking the Customer Experience to the Next Level
Presented by Robert Globocki Vice President, Customer Experience and Billing Operations Hydro One
VIDEO – Executive Dialogues: Surprising Lessons from My CX Transformational Journey
Senior Vice President, Call Center Transformation
Frontier Communications
Presentation Summary: Investing in CX Priorities to Generate Customer Lifetime Value
Customer Experience 2023: A Frost & Sullivan Executive MindXchange, held in Nashville, Tennessee, this summer, provided a forum for customer...
Peek Under the Hood: Anatomy of Basic Conversational AI and IVAs
Think about it. 20 years ago, the model for customer service meant giving consumers a toll-free number to call for support. In the years since,...
Moving from Chaos to Efficiency: Solving Labor Capacity Issues in Contact Centers with Human-in-the-Loop AI
Contact centers play a pivotal role in the modern business landscape, serving as the frontline of customer interactions. However, labor capacity...
HEADLINER VIDEO – Investing in CX Priorities to Generate Customer Lifetime Value
Presented by Jermaine Edwards Growth Advisor and Creator of The Customer Advantage
Delivering on Your Brand Promise: Insights from Customer Experience 2023: A Frost & Sullivan Executive MindXchange
Design and Deliver Your Brand Promise was the theme of Customer Experience 2023: A Frost & Sullivan Executive MindXchange held in Nashville,...
THE FROST & SULLIVAN CC AWARDS ARE BACK!
After a short hiatus, the “People’s Choice Awards” of the Customer Service industry is back: The CC Awards! The CC’s identify and honor companies...
Withstanding Economic Uncertainty with Conversational AI
When it comes to the customer experience (CX) industry, there’s another looming challenge to add to the burgeoning list for contact centers and...
Your Employee is Your First Customer
Yesterday I called a customer service number for a company that I do business with. Lots of questions for them and some confusion on my end. The...
Crowdsourcing Tactical Solutions to Your Most Vexing Customer Challenges – Part 2
At the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants chose between six interactive brainstorming...
Executive Brief | Planning for Shifting Demographics
Insights into the impact of deaf people’s communication strategies and technology innovations adopted by the public today.