Customer Contact Blog
Creating A Global Customer Experience Your Company Expands Operations
When a company finds themselves with the capability of globally expanding their operations, it typically indicates they are successfully servicing their customer base. While this signals business accomplishments, moving forward with expansion can complicate the...
Top 5 Best Practices for Superior Quality Management
Christina Cowell, Director, Workforce Optimization, Product Management, Aspect It should come as no surprise that the customer experience is rapidly becoming the most important contact center objective. To make matters even more challenging, the...
Improving the Customer Support Experience: A Microsoft AI Implementation Case Study
By Patricia Jacoby Publications Editor, Events Frost & Sullivan INTRODUCTION AI is poised to change and disrupt many industries, and among the first will be the customer support industry. This is because the two major subsets of AI, machine learning and natural...
Chat, Tap, Talk: Trends Shaping the Future of Customer Experience
Nicola Millard Head of Customer Insight & Futures BT Global Services Innovation Team
How Improv Made Me a Better Call Center Agent
By Evan Watson Library Research Coordinator Duke University Press Former Lead Advisor - Member Service Association of International Certified Public Accountants Contact center agents should absolutely never make up answers when speaking with customers. This is...
Traditional Corporate Responsibility is Out!: BPOs Transforming Employee Engagement into a Competitive Advantage
By Michael DeSalles Principal Analyst, Digital Transformation Frost & Sullivan This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social Responsibility (CSR) to deeply...
Solve Your Most Pressing Customer Service Issues with Customer Engagement Leadership Council Membership
Join dozens of customer contact industry leaders on the Customer Engagement Leadership Council and benefit from invaluable opportunities to learn, network and grow your organization’s top and bottom line. Frost & Sullivan’s Customer Engagement Leadership Council...
The Five Cs of True Omnichannel Experiences
By Samantha Starmer Vice President of Design - Digital Commerce and Identity Capital One When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the...
Omnichannel: Are We There Yet?
By Wendy Shlensky, Vice President, Analyst and Advisor Relations, HGS In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the Omnichannel Gap. Before the session, I was concerned...
Top CX Takeaways from Customer Contact West: A Frost & Sullivan Executive MindXchange
By Nate Brown,Director of Customer ExperienceUL EHS Sustainability What a fantastic couple of days at the Arizona Biltmore! Despite a general soreness from impromptu desert hiking, as well as a beard full of whipped topping from the “Wild West...