By Cindy Oberkirsch | Jun 13, 2023 | CC, CCE, CCS, CCW, CX Blog
 Abstract: Attracting and retaining talent is tough in any industry but, it can be especially challenging in the contact center space. The anatomy of a successful customer service representative is unique, and it requires a great deal of emotional stability. Having...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Jun 13, 2023 | CCE, CCS, CCW, CX Blog
When service is in a silo far from marketing and sales, customer journeys become disconnected. And that hurts the customer experience (CX). Gaps widen between customer expectations and an organization’s priorities; loyalty and wallet share vanish into that gap....
By Frost & Sullivan | May 18, 2023 | CCS, CCW, CX Blog
 Presented by: Brian Wolfe Vice President, Global Customer Experience JBL, a division of HARMAN International Abstract: JBL’s Consumer Division has been moving to more online sales over the last several years and this leads to additional digital engagements with...
By Bernie Arnason, Industry Principal, Frost & Sullivan | May 12, 2023 | CCS, CCW, CX Blog
The 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, held April 23-26, 2023 in Ft. Lauderdale, Florida, revealed contact center leaders are managing historic and volatile change. With delivering the best customer experience (CX)...
By Frost & Sullivan | Apr 21, 2023 | CC, CCE, CCS, CCW, CX Blog
 Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
By Chris Goostree, Director of Contact Center Operations, TMX Family of Companies | Apr 5, 2023 | CCE, CCS, CCW, CX Blog
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...
