Traditional Corporate Responsibility is Out!: BPOs Transforming Employee Engagement into a Competitive Advantage
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...
How Improv Made Me a Better Call Center Agent
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...
Chat, Tap, Talk: Trends Shaping the Future of Customer Experience
Omnichannel: Are We There Yet?
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...