By Frost & Sullivan | Oct 4, 2022 | CC, CCE, CCS, CX Blog
As virtual and hybrid work arrangements and digital acceleration continue to reshape the very nature of customer contact and customer engagement, it’s critical to stay connected to the latest learnings and trends. Joining the Customer Engagement Leadership Council is...
By Clancey Dollard, Director, 24/7 Support Center, University of Arizona | Jul 25, 2022 | CC, CCE, CCS, CCW
“Numbers shouldn’t matter.” “Focusing on KPIs makes customer service interactions transactional and less personal.” “It’s the type of experience you provide to customers that matters, not the ‘agent score card.’” Depending on the context, these sentiments may all be...
By Arpita Bhowmick | Jul 1, 2022 | CCE, CCS, CCW, CX Blog
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language...
By Frost & Sullivan | Jun 21, 2022 | CCE, CCS, CCW, CX Blog
Moderated by: Arnell Davis Senior Director, Enterprise Service Center Bristol-Myers Squibb Company Moderated by: Fred Kleiman Vice President, Customer Service AMC Networks...
By John Leighton, Head of Customer Service, easyJet | Apr 1, 2022 | CC, CCE, CCS, CX Blog
Abstract: Customers use the path of least resistance to get a resolution to their problem, increasing channel adoption to channels which companies know will provide quick, efficient servicing can be frustrating and more often than not, devalues the return on...
By Justin Davis | Feb 21, 2022 | CC, CCE, CCS, CCW, CX Blog
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level. When customers must contact a company for help, they expect just that, help. And often, companies do anything but help customers...
