by Alpa Shah, Global Vice President of Customer Experience, Frost & Sullivan | Jan 20, 2022 | CC, CCS, CX Blog
Agents are the front lines in handling customer emotions. Often, when customers call, they have already exhausted poorly designed self-service options and are frustrated by the time the agent takes the call. The COVID-19 pandemic accelerated the need for work-at-home...
by By Rolando Salinas, Senior Director, Global Customer Care, Arbonne | Jan 7, 2022 | CC, CCE, CCS, CCW, CX Blog
It seems that today, culture is the new buzzword. This is demonstrated in many ways at various companies. It is not uncommon to see plaques placed throughout a building identifying the organization’s values and culture. It is a positive trend to see there is more...
by By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Dec 9, 2021 | CC, CCW, CX Blog
I’ve always loved the Frost and Sullivan customer contact center events…but this year it was especially sweet to come back together with so many folks I’ve not been able to see in a couple of years. The energy was off the charts with people finally able to brainstorm...
by By Matt Beckwith, Director of Customer Experience, Clark Pest Control | Dec 9, 2021 | CC, CX Blog
“Is this the job we sold you on?” How much time does it take you to recruit, hire, and train a new team member? How much does it cost your organization? What is the impact if a new team member leaves your organization shortly after being trained, or even before their...
by Michael DeSalles, Principal Analyst, Frost & Sullivan | Nov 24, 2021 | CCW, CX Blog
Introduction The 17th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, and analytical minds. The event consisted of inspiring keynotes, breakout sessions, a Family...
