Customer Contact Blog
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...
Engineering a Culture of Security Consciousness in Customer Service
Michael DeSalles, Principal Analyst, Frost & Sullivan A FROST & SULLIVAN WHITE PAPER EXCERPT Introduction and Purpose Today’s customers are more concerned than ever about how companies use their data and track their activities online. While...
FUTURE FORWARD STORY Anticipating Their Every Need: Predictive, Proactive, and Personal
A Video Presentation by David Bancroft Client Service Division Manager, Treasury Management Client Services Wells Fargo
Measuring Employee Engagement for Greater Returns
By Katrina Schiedemeyer Customer Quality Analyst (VOC) Oshkosh Corporation With the constant hustle and bustle of the workday, it is often difficult to determine the root-cause of employee turn-over and limited employee engagement. Organizations often...
Customer Survey Lessons
By Matt Beckwith Contact Center Director Clark Pest Control I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other contact centers have proven invaluable. I...
Starting with Superior Customer Service
By Becky Ayotte Head of Solution Consulting, Tender Management and Project Coordination, Americas DHL Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer...
What Is a Customer Experience Strategy?
James Dodkins Founder and Customer...
The True Measure of Customer Experience Comes from the Customer
By Kathy Egan Manager, Merlyn Customer Support Services Merlyn Showering The future of Customer Experience is ambient. As an organisation, the thinking culture must be: How do we make our customers lives easier and easier each day? How do we measure and...
Beyond Chatbots
By Terry Blankenship Customer Engagement Technology Leader The General/American Family Direct Henry Ford was a late-bloomer - he only started his rounds of innovation and visioning the future of gasoline-powered vehicles when he was 33, a decade behind...