By Clancey Dollard, Director, 24/7 Support Center, University of Arizona | Jul 25, 2022 | CC, CCE, CCS, CCW
“Numbers shouldn’t matter.” “Focusing on KPIs makes customer service interactions transactional and less personal.” “It’s the type of experience you provide to customers that matters, not the ‘agent score card.’” Depending on the context, these sentiments may all be...
By Frost & Sullivan | Jul 15, 2022 | CC, CCS, CCW, CX Blog
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union
By Jeff Grant, Senior Product Owner, Enterprise Contact Center Technology, Southwest Airlines | Jul 15, 2022 | CC, CCS, CCW, CX Blog
“Hi John, I see that you have an upcoming reservation on July 29th. Is that what you are calling about?” Wouldn’t it be nice if that is what we heard when we called into a contact center? Instead, how many of us have called a contact center and been asked a multitude...
By Arpita Bhowmick | Jul 1, 2022 | CCE, CCS, CCW, CX Blog
The question of whether to build or to buy is a heavy one to weigh. It’s a dilemma that many business owners and digital leaders face at some point. There is another added level of complexity, the uncharted territory and relatively new area of Natural Language...
By Frost & Sullivan | Jun 21, 2022 | CCE, CCS, CCW, CX Blog
Moderated by: Arnell Davis Senior Director, Enterprise Service Center Bristol-Myers Squibb Company Moderated by: Fred Kleiman Vice President, Customer Service AMC Networks...
