Ideas and Opportunities Flowing from the Changing Contact Center Landscape
The 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, held April 23-26, 2023 in Ft. Lauderdale, Florida, revealed contact center leaders are managing historic and volatile change. With delivering the best customer experience (CX)...
The Importance of Strategic Selling within Customer Service – Seizing the opportunity for tighter collaboration between Customer Service and Sales
During this time of ongoing change at both macro and micro levels, keeping your Customer Service and Sales teams actively partnered and engaged has become increasingly critical to prevent competitors from poaching incumbent business. Customer Service teams are an...
Your Long-Term Strategy Begins with a Plan
 Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
Executive Brief – Leadership in an Evolving Contact Center Ecosystem
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...
