By Craig Antonucci, Chief Experience Officer (CXO), Autocar Trucks | Jan 20, 2023 | CC, CCS, CCW, CX Blog
In a quote from “The Silence of the Lambs,” whilst Clarice was trying to figure out the seemingly unsolvable crime, she uttered, “so desperately random, it’s not random at all.” Are you trying to solve that seemingly unsolvable CX problem? Is everything about your...
By Benny Serna, Executive Vice President - Director of Call Center Ops and Managing Partner, DHR Health | Jan 10, 2023 | CC, CCE, CCS, CCW, CX Blog
Where have all the humans gone? High rates of attrition and no humans to hire have put hiring management teams into a scramble to hire and hire anyone! Such extreme conditions mean interviewing managers have lowered the bar and are hiring anyone with a pulse. However,...
By Frost & Sullivan | Dec 12, 2022 | CC, CCE, CCS, CCW, CX Blog
Highlights from a thought leader discussion INTRODUCTION Natalie Beckerman, Senior Vice President, Global Call Center Operations, Leaf Home, and Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan sat down for a “fireside chat” at the 18th Annual...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Nov 22, 2022 | CC, CCE, CCS, CCW, CX Blog
Low morale among contact center employees — often an organization’s front door to its customers — is at a crisis point. More than three-quarters of customer experience (CX) leaders say low morale/engagement among their staff is challenging. It’s time for a change. “I...
