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
5 Ways to Take Customer Journey Mapping to the Next Level
Customer journey mapping is crucial to creating a good cross-channel customer experience. Customer journey maps should take an empathetic point of...
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchange
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchangeHear directly from Gabriele “G” Masili, Chief Technology Officer,...
US Labor Shortages and the Growing Need to Outsource
By: Outsource Consultants https://outsource-consultants.com/blog/us-labor-shortages-and-the-growing-need-to-outsource/ Record-breaking wage growth...
Nearshore Outsourcing Spotlight: Colombia
By: Outsource Consultants https://outsource-consultants.com/blog/nearshore-spotlight-colombia/ Image caption: Bogota is the heart of Colombia’s call...
Creating Geo-redundancy Through Nearshore Outsourcing
By: Outsource Consultants https://outsource-consultants.com/blog/creating-geo-redundancy-through-nearshore-outsourcing/ For most organizations, the...
Join the Customer Engagement Leadership Council
Navigate The New Era of Customer Engagement With Confidence The Customer Engagement Leadership Council, a Frost & Sullivan Professional...
Four Key Themes from the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange
As I am writing this, the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange has just concluded. The event took...
Bots, Blockchain and Building a Customer-Centric Company
Q&A with Jerry Leisure Currently, Vice President, Customer Success, at Forte, a gaming technology platform, thought leader Jerry Leisure’s...
Train to the Vision
Earlier this year I was traveling to Great Falls, Montana on business. My travel began at 5 am on Sunday and included a 3-hour layover in Seattle,...
Keynote Presentation: Saving The Customer Experience, One Contact Center At A Time
![What Are You Building? I’m Building a [Customer Service] Cathedral](https://www.customercontactmindxchange.com/wp-content/uploads/2019/05/data-insight-solutions-400x250.jpg)
What Are You Building? I’m Building a [Customer Service] Cathedral
Consider the story of two stonemasons. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and replies, “I’ve...
Virtual Executive Assembly Brief: Agent Culture and Engagement
Introduction Recently, members of the Customer Engagement Leadership Council gathered for a unique member benefit -- a Virtual Executive Assembly...
Taking Care of the Heart of Your Company – Your Customers
You just had that amazing first idea. The one that is going to be the foundation for the future. The future that will re-define or re-envision your...
CC Awards Program Opens to Recognize Excellence in Customer Service in 2019
Frost & Sullivan prepares to honor companies leading the customer service industry, rewarding excellence and outstanding achievement across a...
Employee Retention Rate: An Overlooked Factor in Creating Better Customer Satisfaction Rates
Companies face many challenges on a daily basis. One of the most prominent is adhering to customer’s demands and tendencies in order to yield...
Leveraging AI and robotic process automation technology to personalize customer experience
Customers want to get personalized experiences whenever they engage with companies and brands. This is the norm today. Customer experience is not...
Key Statistics affecting customer experience
Almost every action consumers make involves a digital application, from looking for the best product, to shopping, to after-sales support, which...
Creating A Global Customer Experience Your Company Expands Operations
When a company finds themselves with the capability of globally expanding their operations, it typically indicates they are successfully servicing...
Top 5 Best Practices for Superior Quality Management
It should come as no surprise that the customer experience is rapidly becoming the most important contact center objective. To make matters...
Improving the Customer Support Experience: A Microsoft AI Implementation Case Study
INTRODUCTION AI is poised to change and disrupt many industries, and among the first will be the customer support industry. This is because the two...
Solve Your Most Pressing Customer Service Issues with Customer Engagement Leadership Council Membership
Join dozens of customer contact industry leaders on the Customer Engagement Leadership Council and benefit from invaluable opportunities to learn,...
Traditional Corporate Responsibility is Out!: BPOs Transforming Employee Engagement into a Competitive Advantage
This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social...
How Improv Made Me a Better Call Center Agent
Contact center agents should absolutely never make up answers when speaking with customers. This is a difficult and serious job - definitely not a...
Chat, Tap, Talk: Trends Shaping the Future of Customer Experience
Omnichannel: Are We There Yet?
In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the...
Top CX Takeaways from Customer Contact West: A Frost & Sullivan Executive MindXchange
What a fantastic couple of days at the Arizona Biltmore! Despite a general soreness from impromptu desert hiking, as well as a beard full of...
Engineering a Culture of Security Consciousness in Customer Service
A FROST & SULLIVAN WHITE PAPER EXCERPT Introduction and Purpose Today’s customers are more concerned than ever about how companies use their...
Measuring Employee Engagement for Greater Returns
With the constant hustle and bustle of the workday, it is often difficult to determine the root cause of employee turnover and limited employee...
Customer Survey Lessons
I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other...
2018 CC Awards Big Kahuna Winners Announced
Microsoft, Albridge and Dollar Shave among others honored as CC Awards “Big Kahuna” winners at the 14th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange for excellence in customer experience.