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 and teams that are leading the way in creating excellent customer experiences. They are Frost & Sullivan’s way of...
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 BPOs: if you guessed an economic downturn, you are right. Conversational AI and automation can significantly help companies,...
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 agent that spoke to me was wonderful, kind, and professional. They seemed excited to help me and I truly felt as if they...
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 sessions and crowdsourced solutions to some of today’s most pressing customer service challenges. Read on for key ideas and...