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...
By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Nov 28, 2017 | CCW
These were two primary themes at the 13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange this year. Carolyn Muise, Vice President, Voice of Customer Analytics at Dell, focused on the first, the importance of data. Muise noted that when it...
By Michael Cooper, Founder, Innovators + Influencers | Nov 28, 2017 | CCW
I’ve had so many calls from frantic HR managers and executives about millennials, that it’s become routine. “Over-entitled, lazy, tech-obsessed, lacking dedication, impatient” are some of the typical complaints I get about the largest generation in U.S. history, who...
