Customer Contact East: A Frost & Sullivan Executive MindXchange Excerpt
Strategic Boardroom: Sharing Customer, Industry and Competitive Insights INTRODUCTION Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty, shift focus away from metrics and toward experience,...
Case History – End to End Product Journey Excellence
The Importance of Culture in the Call Center
It seems that today, culture is the new buzzword. This is demonstrated in many ways at various companies. It is not uncommon to see plaques placed throughout a building identifying the organization’s values and culture. It is a positive trend to see there is more...
Does Art or Science Deliver the Best Customer Experience?
I’ve always loved the Frost and Sullivan customer contact center events…but this year it was especially sweet to come back together with so many folks I’ve not been able to see in a couple of years. The energy was off the charts with people finally able to brainstorm...