CCS Archives

Silver Linings in a Pandemic – Humanizing Agents

By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Jan 20, 2022 | CC, CCS, CX Blog

Agents are the front lines in handling customer emotions. Often, when customers call, they have already exhausted poorly designed self-service options and are frustrated by the time the agent takes the call. The COVID-19 pandemic accelerated the need for work-at-home...

Customer Contact East: A Frost & Sullivan Executive MindXchange Excerpt

By Moderated by Rachelle Dever, Vice President of Member Care, Cricut | Jan 20, 2022 | CC, CCS

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

By Presented by Briana Frank, Director of Product Management, IBM | Jan 7, 2022 | CC, CCE, CCS, CCW, CX Blog

The Importance of Culture in the Call Center

By Rolando Salinas, Senior Director, Global Customer Care, Arbonne | Jan 7, 2022 | CC, CCE, CCS, CCW, CX Blog

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...

Unleashing the Full Potential of CX Technologies

By Derrick Dickens, Chief Operating Officer and Senior Vice President, Customer Operations, PEPCO Holdings (PHI), An Exelon Company | Nov 5, 2021 | CC, CCE, CCS, CCW, CX Blog

10 Ways Contact-Center-as-a-Service (CCaaS) Solutions are Creating a Competitive Advantage

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...

« Older Entries

Next Entries »

Silver Linings in a Pandemic – Humanizing Agents

Customer Contact East: A Frost & Sullivan Executive MindXchange Excerpt

Case History – End to End Product Journey Excellence

The Importance of Culture in the Call Center

Unleashing the Full Potential of CX Technologies

10 Ways Contact-Center-as-a-Service (CCaaS) Solutions are Creating a Competitive Advantage

Recent Posts

CONTACT US

ABOUT THE EVENT