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....
A Video Presentation from the 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange | BEST PRACTICE – Teaming Up to Raise NPS
 Presented by: Brian Wolfe Vice President, Global Customer Experience JBL, a division of HARMAN International Abstract: JBL’s Consumer Division has been moving to more online sales over the last several years and this leads to additional digital engagements with...