CCE Archives

Moving from Multi-Channel to Omni-Channel Customer Engagement: Intelligent Interaction Analytics Are the Foundation

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:...

Guidelines for Implementing Relevant KPI’s and Delivering a First-Class Customer Experience

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...

Keeping Up With Today’s Complex Customers: Highlights from the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange

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...

A Data-Driven Approach to Re-Engineering Your Call Center

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...

Intuit Site Tour Insights: The Customer Care Team is the Real Talent

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...

Digital Innovation With A Soul

By Hilary Hahn, Vice President, Digital + Disruptors. SYKES for Emerging Brands. | Jun 6, 2017 | CCE

It has been said recently that “experience is the new brand.” According to a recent study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Our team believes this, and therefore we take the customer approach...

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Next Entries »

Moving from Multi-Channel to Omni-Channel Customer Engagement: Intelligent Interaction Analytics Are the Foundation

Guidelines for Implementing Relevant KPI’s and Delivering a First-Class Customer Experience

Keeping Up With Today’s Complex Customers: Highlights from the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange

A Data-Driven Approach to Re-Engineering Your Call Center

Intuit Site Tour Insights: The Customer Care Team is the Real Talent

Digital Innovation With A Soul

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