by Arjun Kochhar | Oct 15, 2021 | CC, CCE, CCS, CCW, CX Blog
Firstly, to establish context, let’s start by defining customer experience (CX) as the ability to understand our customer’s situations, perceptions and expectations of their relationship with our brands across all touchpoints and channels of the customer journey. This...
by Dr. Debra Bentson | Oct 15, 2021 | CC, CCE, CCS, CCW, CX Blog
I have spent the past 22 years of my career building and leading Workforce Management teams in Contact Center environments for a variety of industries. Based on these experiences, I’d like to share my “10 Lessons from a Workforce Manager” which I...
by Francisco Toledo | Sep 30, 2021 | CC, CCE, CCS, CCW, CX Blog
The concept of innovation has acquired multiple connotations over the last few years, especially within the linguistics of the business world. Some consider it the holy grail of growth. That pillar that, if you execute it well, will bring predictable annual growth....
by Jason Doty | Sep 17, 2021 | CC, CCE, CCS, CCW, CX Blog
The Frost & Sullivan Events team is gearing up for our first in-person event in quite a while! Customer Contact West: A Frost & Sullivan Executive MindXchange will take place in balmy Huntington Beach, California from October 24-27th. We’ve got you covered...
by Theresa Scheuble | Sep 3, 2021 | CX Blog
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking down silos and making customer centricity part of the company’s DNA. This session will unpack the best practices for...
