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 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...
By Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group | Nov 4, 2021 | CC, CCE, CCS, CCW, CX Blog
Providing the best customer experience is an excellent way to build customer loyalty – and boost ROI and profitability. Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage. 1. Agent...
By Arjun Kochhar, Customer Experience and Insights Leader, APAC, Kimberly-Clark | Oct 15, 2021 | CC, CCE, CCS, CCW, CX Blog
Firstly, to establish context, let’s start by defining customer experience (CX) as the ability to understand our customer’s situations, perceptions and expectations of their relationship with our brands across all touchpoints and channels of the customer journey. This...
