The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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INSIGHTS AND IDEAS ROUNDUP – The Great Take-Away: Implementing the Best, Brightest and Boldest Ideas from the 20th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings, but it can be a challenge to take it all in. During this Q&A session, customer contact leaders from diverse industries gathered to highlight important themes and...
Show Me the Money: Proving ROI from Your CX Initiatives
You know the drill. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” And if you’re in CX, that question can feel like trying to explain why your dog needs a $200 grooming bill—you know it’s worth it, but it’s...
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Managing Data and Change Were Key Themes at Customer Contact West: A Frost & Sullivan Executive MindXchange
These were two primary themes at the 13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange this year. Carolyn Muise, Vice...
Are You Ready for Gen Z?
I’ve had so many calls from frantic HR managers and executives about millennials, that it’s become routine. “Over-entitled, lazy, tech-obsessed,...
Customer Attention – What Do You Do With It?
The CEO of Netflix recently said that they compete with Facebook, YouTube and sleep. While Netflix competes with my sleep at 1AM, you know for a...
Top 5 Customer Service Expectations in 2017
https://www.jacada.com/blog/digital-solutions-vendors-can-implement-quickly Customer service trends are today driven by the need to meet consumer...
Can you reduce AHT without damaging customer satisfaction?
It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication...
Information, Insight, and Analytics Drive Customer Loyalty!
Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact...
Keeping Up With Today’s Complex Customers: Highlights from the 11th Annual Customer Contact, Europe: A Frost & Sullivan Executive MindXchange
Introduction One of the primary themes of this year’s 11th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange, was how...