By Frost & Sullivan | Jan 30, 2018 | CCS, CCW
Customer contact organizations face growing competitive pressures to simultaneously improve the customer experience (CX), increase productivity, and reduce costs. For good reason: delivering a cost-effective excellent CX is becoming the prime means by which companies...
By Nancy Jamison, Principal Analyst, Digital Transformation, Frost & Sullivan | Jan 30, 2018 | CCS, CCW
PANELISTS Victor Ghanem, Director, Business Process Solutions – Customer Experience, Manulife Richard Gianvecchio, Vice President, Support and Services, Symantec Gabriele Masili, Global Director, Digital & Device, Customer Service and Technical Support, Amazon...
By April Sealy, Vice President, Operations and Customer Solutions, Elevate | Dec 4, 2017 | CCW
Using Business Process Outsourcing (BPO) to staff customer service has evolved significantly during my career. From a focus in the 1990s on cost-saving measures, by moving simple transactional processes to BPO, it has now become more about the need for strategic...
By Bruce Pullens, Director, Customer Service, Lane Bryant | Nov 30, 2017 | CCW
A Customer Contact West: A Frost & Sullivan Executive MindXchange Preview SESSION ABSTRACT Strategically designed mentor programs engage high potential executives in the skills of behavior management and leadership development aligned to the organization’s vision...
By Cippy Seidler, Director, Consumer Care Center, Banner Health | Nov 28, 2017 | CCW
About 2 years ago, I took on a stretch assignment at work to overhaul our online company store. It needed a fresh look and a little love and attention. We created a system-wide multi-discipline team to complete an RFP for a new site vendor and created a refreshed...
