By Eric Caron, Senior Director of Digital Experiences, Caribou Coffee | Oct 25, 2022 | CC, CCS, CCW, CX Blog
“How do we know this worked?” In the history of humanity, nobody has enjoyed hearing that question. Why? Because it contains seven assumptions – six of which have negative foundations! As companies evaluate their 2023 marketing spend (after likely...
By Frost & Sullivan | Oct 4, 2022 | CC, CCE, CCW, CX Blog
Presented by: Cal Austin Innovative Customer Experience Lead – Emerging Markets Pfizer
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...
