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
Top CX Takeaways from Customer Contact West: A Frost & Sullivan Executive MindXchange
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...