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 Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Nov 29, 2018 | CC, CCE, CCS, CCW, CX Blog
What a fantastic couple of days at the Arizona Biltmore! Despite a general soreness from impromptu desert hiking, as well as a beard full of whipped topping from the “Wild West Olympics,” it was a remarkable event. Naturally, Customer Experience and AI were on the...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Nov 28, 2018 | CCS, CCW
A FROST & SULLIVAN WHITE PAPER EXCERPT Introduction and Purpose Today’s customers are more concerned than ever about how companies use their data and track their activities online. While security has traditionally been viewed as the responsibility of the IT...
By Katrina Schiedemeyer, Customer Quality Analyst (VOC), Oshkosh Corporation | Nov 28, 2018 | CCS, CCW
With the constant hustle and bustle of the workday, it is often difficult to determine the root cause of employee turnover and limited employee engagement. Organizations often begin their employee retention efforts by focusing on a competitive salary and offering a...
