HEADLINER – Contact Center Digital Transformation: Then, Now, and Next Level
It’s Time to Rewrite Your Employee Engagement Playbook
Low morale among contact center employees — often an organization’s front door to its customers — is at a crisis point. More than three-quarters of customer experience (CX) leaders say low morale/engagement among their staff is challenging. It’s time for a change. “I...
EXECUTIVE INSIGHT
Six Questions You Should Ask About CX Implementation
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord, Customer Experience Manager, Tucson Electric Power, offered guidelines and lessons learned implementing successful customer...
Seven Tactics to Reinforce Your Customer Engagement Strategy
“How do we know this worked?” In the history of humanity, nobody has enjoyed hearing that question. Why? Because it contains seven assumptions – six of which have negative foundations! As companies evaluate their 2023 marketing spend (after likely...