By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Feb 21, 2019 | CCS, CCW
INTRODUCTION AI is poised to change and disrupt many industries, and among the first will be the customer support industry. This is because the two major subsets of AI, machine learning and natural language processing, are particularly well suited to many of the...
By Frost & Sullivan | Feb 18, 2019 | CCS, CCW
Join dozens of customer contact industry leaders on the Customer Engagement Leadership Council and benefit from invaluable opportunities to learn, network and grow your organization’s top and bottom line. Frost & Sullivan’s Customer Engagement Leadership Council...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Feb 18, 2019 | CCS, CCW
This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social Responsibility (CSR) to deeply engage their agents and employees within the local communities they serve. Much more than a...
By Evan Watson, Library Research Coordinator, Duke University | Feb 18, 2019 | CCS, CCW
Contact center agents should absolutely never make up answers when speaking with customers. This is a difficult and serious job – definitely not a place for jokes. So how did performing wacky unscripted comedy prepare me for this business? A thousand possible...
By WendyShlensky, Vice President, Analyst and Advisor Relations, HGS | Dec 19, 2018 | CCS
In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the Omnichannel Gap. Before the session, I was concerned that attendees wouldn’t engage in the discussion. Instead, I was...
