The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
FEATURED
Building Vibrant Voice-of-the-Customer Programs
What is the Voice of Customer (VoC)? When your customers speak… do you listen? And do you listen even when they don’t speak? In order to be competitive in customer experience, you need to be in tune with what your customers want and adapt to changing customer needs -...
Executive Brief: Leveraging Evolving Technologies
Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on the topic of Leveraging Evolving Technologies. Read on for some of the key insights and discussion takeaways shared, designed to help you navigate your organization’s...
BROWSE RECENT POSTS
Top 10 Takeaways from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
The top 10 takeaways from some of the most insightful sessions of the event, backed up with findings from Frost & Sullivan research and other sources.
Fixes for your Most Vexing Customer Service Issues
Companies need to consider ability to react with more real- time flexibility with marketing, on‐site sales and agent training.
2022 Case History on Achieving Digital Transformation
Digital transformation continues to evolve at lightning speed, technology advancements and adoption are at their peak.
Contact Centers are Here to Stay: How an Intelligent Use of Contact Channels Delights Customers and Drives Efficiency
Choose and implement ideas for an agile and successful customer contact channel strategy & bring the organization up to date on the successes.
Key Considerations to Help Transform Your Customer Experience
Listening to customers is an eco-system that must be the backbone that runs throughout the service experience and leads to success.
Data Drives CX Success in 2022, with Social Media Leading the Way
Businesses must leverage the wealth of data residing in many places to understand ever-changing customer needs fully & meet these goals.
Leverage these 6 Opportunities to Create a Better Customer Experience, Post-COVID
There is a great opportunity to work collaboratively, as one global team, to address 6 specific challenges & achieve a steady foundation.
Where does culture show up in your service organization?
People want to have pride in what they do, but to have pride, they need to feel valued and understand the positive impact of their work.
The Benefits of Building a Robust Organizational Change Management (OCM) Practice
Organizational change management requires shifting and evolving company culture. At the core of all change and transformation, are people.
Preview: SUCCESS STORY – Real‐World Initiatives that Increased CSAT
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level.
Data and Behavioral Science: The Twin Pillars of Strong Customer Experience
How do organizations design for engagement in the new world of digital-first customer experience? Behavioural science & data together offer answers.
Executive Brief | Authentic Leadership and Employee Loyalty – Creating a Win-Win
As leaders, we can create a stronger team dynamic & achieve superior results if employees are willing to spend their energy on the team.
The Customer Engagement Leadership Council to Address these Six Critical Industry Issues in 2022
The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year.
Silver Linings in a Pandemic – Humanizing Agents
The latest unified communications & video conferencing tools in contact center solutions can make training & collaboration easier.
Customer Contact East: A Frost & Sullivan Executive MindXchange Excerpt
Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty.
Case History – End to End Product Journey Excellence
Building a product that truly meets users’ needs requires maniacal focus on user pain points. It’s rarely a simple, linear process.
The Importance of Culture in the Call Center
Trust, respect, care, support, meaningfulpraise, clear direction, and honesty. Let’s call that a people- centric culture.
Does Art or Science Deliver the Best Customer Experience?
As CX professionals, our work is changing at a break‐neck speed.We need to understand the nature of the work & how we can continue to evolve.
The Most Important Question Managers Aren’t Asking
There is a negative impact when someone leaves soon after being hired, so it makes sense to reduce the risk of that happening.
Essential Take-Aways from the 17th Annual Customer Contact Center West: A Frost & Sullivan Executive
MindXchange
The 17th Annual Contact West in Huntington Beach was a meeting of innovative, enthusiastic, collaborative, & analytical minds.
Unleashing the Full Potential of CX Technologies
Create value for customers & shareholders by further driving investment growth, introducing innovative solutions & technologies to enhance CX.
10 Ways Contact-Center-as-a-Service (CCaaS) Solutions are Creating a Competitive Advantage
Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage.
How to Architect and Design a Comprehensive
CX Strategy and Framework
A comprehensive CX strategy and framework should begin with a deep review of the organization’s global, regional and local business strategies and/ or business plans.
10 Lessons from a Workforce Manager
Each organization needs to determine how the Workforce Management team will integrate into the overall Contact Center structure.
CX 1.0 to 3.0: New Journeys for New Customer Expectations
Realizing the Benefits of Collaborative Performance Tracking
Innovating has to do with achieving what few have achieved before; it is true. Innovating involves challenging, surprising, changing.
Executive Brief | Virtual Case History on AI and CX
Engaging AI to Streamline the CX Journey:
Utopian Concept or Pragmatic Solution?
Abstract Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings....
Zoom Fatigue? Join us in-person at the 17th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
The Frost & Sullivan Events team is gearing up for our first in-person event in quite a while! Customer Contact West: A Frost & Sullivan...
CX Ecosystem Panel – Executive Brainstorm Closing
Organizational Silos across the CX Ecosystem
Customer experience no longer lives in a vacuum. More than ever, organizations need to weave the customer experience into every department, breaking...
Understanding Personalization
Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the...