The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Harnessing Data and Analytics for Strategic Advantage
Essential Takeaways from a Presentation by Melinda Ellsworth, Senior Director, Customer Experience, Watkins Wellness Introduction Customer experience change leader Melinda Ellsworth recently led a Virtual Case History for Frost & Sullivan’s Customer Engagement...
CX Leaders Navigate Disruption in a New Era of Customer Contact
2025’s Customer Contact East: A Frost & Sullivan Executive MindXchange provided valuable insights into navigating the evolving customer experience (CX) landscape. This year’s key takeaways emphasize the importance of returning to basics to preserve a company’s...
BROWSE RECENT POSTS
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.
Essential Take-Aways from the 17th Annual Customer Contact Center West: A Frost & Sullivan Executive
MindXchange
The 17th Annual Contact West in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, & analytical minds.
Unleashing the Full Potential of CX Technologies
Create value for customers & shareholders by further driving investment growth, introducing innovative solutions & technologies to enhance CX.
10 Ways Contact-Center-as-a-Service (CCaaS) Solutions are Creating a Competitive Advantage
Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage.
How to Architect and Design a Comprehensive
CX Strategy and Framework
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.
10 Lessons from a Workforce Manager
Each organization needs to determine how the Workforce Management team will integrate into the overall Contact Center structure.
CX 1.0 to 3.0: New Journeys for New Customer Expectations
Realizing the Benefits of Collaborative Performance Tracking
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....