By Cindy Oberkirsch | Jun 13, 2023 | CC, CCE, CCS, CCW, CX Blog
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...
By Wilson Nieves | Jun 13, 2023 | CX Blog
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...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Jun 13, 2023 | CCE, CCS, CCW, CX Blog
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....
By Frost & Sullivan | May 18, 2023 | CCS, CCW, CX Blog
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...
By Bernie Arnason, Industry Principal, Frost & Sullivan | May 12, 2023 | CCS, CCW, CX Blog
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)...
By Paul Nevelos, Previously Senior Director, National Sales, Vroom | May 12, 2023 | CX Blog
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...
