By Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group | Nov 4, 2021 | CC, CCE, CCS, CCW, CX Blog
Providing the best customer experience is an excellent way to build customer loyalty – and boost ROI and profitability. Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage. 1. Agent...
By Arjun Kochhar, Customer Experience and Insights Leader, APAC, Kimberly-Clark | Oct 15, 2021 | CC, CCE, CCS, CCW, CX Blog
Firstly, to establish context, let’s start by defining customer experience (CX) as the ability to understand our customer’s situations, perceptions and expectations of their relationship with our brands across all touchpoints and channels of the customer journey. This...
By Dr. Debra Bentson, Senior Workforce Manager, Kaiser Permanente | Oct 15, 2021 | CC, CCE, CCS, CCW, CX Blog
I have spent the past 22 years of my career building and leading Workforce Management teams in Contact Center environments for a variety of industries. Based on these experiences, I’d like to share my “10 Lessons from a Workforce Manager” which I...
By Francisco Toledo, Director, Global Vendor Management and Instructional, Design Groupon | Sep 30, 2021 | CC, CCE, CCS, CCW, CX Blog
The concept of innovation has acquired multiple connotations over the last few years, especially within the linguistics of the business world. Some consider it the holy grail of growth. That pillar that, if you execute it well, will bring predictable annual growth....
By Joe Russo, Assistant Vice President, Automotive Services,ERS Contact Center Operations, AAA - The Auto Club Group | Sep 20, 2021 | CC, CC Awards, CCE, CCS, CCW
Abstract Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings. The design and implementation of these channels can prove less intuitive than we may initially perceive. This discussion...
