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...
Engineering a Culture of Security Consciousness in Customer Service
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...
