Crowdsourcing Tactical Solutions to Your Most Vexing Customer Challenges –
At the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants chose between six interactive brainstorming sessions and crowdsourced solutions to some of today’s most pressing customer service challenges. Read on for key ideas...
What is Winnable? Strategic Priorities for Transformative Customer Experiences
Customer experience (CX) has become a central focus for companies due to its overarching view of the customer’s journey as well as their perceptions of your brands. CX goes beyond individual relationships and transactions by mapping every touchpoint and...
Executive Insight-Strategic Partnering to Attract Top Talent
Abstract: Attracting and retaining talent is tough in any industry but, it can be especially challenging in the contact center space. The anatomy of a successful customer service representative is unique, and it requires a great deal of emotional stability. Having...
EXECUTIVE INSIGHT – Strategies and Tactics for Doing Hybrid Right
At the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange event, Wilson Nieves shared statistics and insights about hybrid work and employee engagement. Read on for key ideas and ways to keep employees – and your customers – happy and...
Four Ways to Make Your Contact Center Integral to Business Growth
When service is in a silo far from marketing and sales, customer journeys become disconnected. And that hurts the customer experience (CX). Gaps widen between customer expectations and an organization’s priorities; loyalty and wallet share vanish into that gap....