By Rui Santos | Sep 14, 2017 | CCE
Why is it important to know how to manage (and not just how to measure) quality? The world is changing, changing fast. The way people communicate is changing. The way people think and reason is changing. The way people make buying decisions is changing. The reasons...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Sep 14, 2017 | CCE
Can the sophisticated use of analytics trump the old business advantages of geography, speed-to-market and proprietary technology? Frost & Sullivan believes that contact center insight analytics has the potential to yield significant competitive advantages:...
By Olivier Mourrieras | Sep 14, 2017 | CCE
Customer experience practitioners: how do you pick the right set of metrics and construct a performance system that delivers exceptional customer impact? Based on the twelve years I have spent driving customer experience improvement, I would answer this question by...
By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Sep 14, 2017 | CCE, CCW
Introduction One of the primary themes of this year’s 11th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange, was how digital transformation represents an era of unprecedented exponential change. How can organizations best keep up with...
By Ed Ariel, Co-Founder, TROOP | Jun 13, 2017 | CCE
Many changes have been made over the years in the name of making things easier for the customer: Questions and Answers (Q&A) became Frequently Asked Questions (FAQs), which then morphed into Self Help (no initials, doomed for failure). But did those changes really...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Jun 9, 2017 | CCE
Introduction Recently, Customer Engagement Leadership Council members and select Customer Contact West: A Frost & Sullivan MindXchange event attendees had the opportunity to tour Intuit’s innovative Customer Contact Center in Tucson, Arizona. Intuit is a business...
