The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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Breaking the Burnout Cycle in Customer Service Teams
According to a recent 2025 Business Education article, job burnout in customer service teams has reached an all-time high of 66%. I feel this deeply! During my two decades in customer service leadership, I have witnessed a noticeable shift in how employees are coping...
The Psychology of CX 101: Master the Hidden Drivers of Customer Behavior
A conversation with Mark Levy, Author and Head of Consumer Product and Customer Experience at Frontier Communications Frost & Sullivan recently caught up with Mark Levy, Head of Consumer Product and Customer Experience at Frontier Communications, to talk about his...
BROWSE RECENT POSTS
Executive Insight Video: Preparing for Big Disruption as Entry Barriers Come Down
Top Takeaways from the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange
The 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California, was a meeting of...
AI Meets Global Fashion Brands — with Fantastic Results!
Aarde Cosseboom recently led a Virtual Executive Assembly for members of Frost & Sullivan’s Customer Engagement Leadership Council where he...
Women Lead the Way in Contact Center Innovation
At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the...
It’s Time to Pull Up A Chair For CX At The Product Design Table
Years ago, I started conversations with one of our product design teams. I asked about how they could make their product better by solving issues...
Customer Experience as the New Competitive Advantage
Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive...
People, not Perks, Define Your Company Culture
Among professional circles, terms like “company culture” and “engagement” often get thrown around without much regard to what they actually mean for...
Mapping the Customer Journey and Experience
Many organizations go through journey mapping exercises, but few come out of these exercises with journey maps that guide next steps and execution....
An Executive BriefEffortless Customer Experience
Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members...
Sorting through the RPA Hype – The Introduction
$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while...
Your Front is Different than Your Back
As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly...
Interactive Video: The Rise of RPA Bots in Customer Service
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from...
Top 10 Reasons to Outsource Your Call Center
Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource...
The Benefits of Centralizing Contact Centers
Your organization has grown over the years, and you have agents scattered at offices across the country (or around the world), answering customer...
Who Is In Charge of Your Contact Center? When the System Takes Over: A British Airways Case Study
As Artificial Intelligence creeps into our lives, it’s easy to envision a world where machines start to take over, calling the shots and determining the direction and outcomes of our everyday experiences.
The Ultimate Customer Experience Primer
This guide will serve as a comprehensive starting point for Customer Experience Management. There are more and more business leaders being called...
What’s Trending in Employee Experience (EX)?
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they...
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...