The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

Show Me the Money – A Step-by-Step Guide

by Mark Levy | February 12, 2025 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Uncategorized | 0 Comments

Last month, I broke down why proving CX ROI is such a struggle. I’ve been there—knowing the work delivers real value but watching leadership shrug because the impact isn’t spelled out in dollars. Too many CX teams track metrics that don’t resonate with execs, making it easy for them to dismiss our work as a “nice to have” instead of a business...

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Redefining Luxury in the Modern Contact Center Environment

Dec 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog

In today's competitive market, the concept of luxury extends beyond premium products and exclusive services. It encompasses exceptional customer experiences, especially within contact centers. As customer expectations evolve, defining luxury in a contact center...

How To Prioritize and Compartmentalize for Work Success and Life Satisfaction

Dec 10, 2024 | CC, CC Awards, CCE, CCS, CCW, CX Blog

What’s the difference between prioritization and compartmentalization? One entails putting things in order while the other means putting them into categories. You need these skills, and so do your teams, especially in a time where we’re working more hours and...

BROWSE RECENT POSTS

Women Lead the Way in Contact Center Innovation

by Jason Harvison, Interim Chief Executive Officer, Elevate

At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the...

It’s Time to Pull Up A Chair For CX At The Product Design Table

by Josh Reynolds, Senior Director of Product and Partner Engagement - Worldwide Customer Experience, Electronic Arts

Years ago, I started conversations with one of our product design teams. I asked about how they could make their product better by solving issues...

Customer Experience as the New Competitive Advantage

by Steve Riddell, Head of Customer Experience, Better.com

Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive...

People, not Perks, Define Your Company Culture

by Frost & Sullivan

Among professional circles, terms like “company culture” and “engagement” often get thrown around without much regard to what they actually mean for...

Mapping the Customer Journey and Experience

by admin

Many organizations go through journey mapping exercises, but few come out of these exercises with journey maps that guide next steps and execution....

An Executive BriefEffortless Customer Experience

by Kathy O' Mahony, Personal Market Manager, Direct Banking, AIB

Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members...

Sorting through the RPA Hype – The Introduction

by Scott Merritt, Vice President, Global Head of Automation, Jacada

$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while...

Your Front is Different than Your Back

by Matthew Storm

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly...

Interactive Video: The Rise of RPA Bots in Customer Service

by Scott Merritt, Vice President, Global Head of Automation, Jacada

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from...

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Top 10 Reasons to Outsource Your Call Center

by DATAMARK

Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource...

The Benefits of Centralizing Contact Centers

by DATAMARK

Your organization has grown over the years, and you have agents scattered at offices across the country (or around the world), answering customer...

Who Is In Charge of Your Contact Center? When the System Takes Over: A British Airways Case Study

by Gary Robbins, Partner, Global Brand & Demand Solutions, Frost & Sullivan

As Artificial Intelligence creeps into our lives, it’s easy to envision a world where machines start to take over, calling the shots and determining the direction and outcomes of our everyday experiences.

The Ultimate Customer Experience Primer

by Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated

This guide will serve as a comprehensive starting point for Customer Experience Management. There are more and more business leaders being called...

What’s Trending in Employee Experience (EX)?

by Aceyus

The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they...

5 Ways to Take Customer Journey Mapping to the Next Level

by Aceyus

Customer journey mapping is crucial to creating a good cross-channel customer experience. Customer journey maps should take an empathetic point of...

Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchange

by Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft

Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchangeHear directly from Gabriele “G” Masili, Chief Technology Officer,...

US Labor Shortages and the Growing Need to Outsource

by Outsource Consultants

By: Outsource Consultants https://outsource-consultants.com/blog/us-labor-shortages-and-the-growing-need-to-outsource/ Record-breaking wage growth...

Nearshore Outsourcing Spotlight: Colombia

by Outsource Consultants

By: Outsource Consultants https://outsource-consultants.com/blog/nearshore-spotlight-colombia/ Image caption: Bogota is the heart of Colombia’s call...

Creating Geo-redundancy Through Nearshore Outsourcing

by Outsource Consultants

By: Outsource Consultants https://outsource-consultants.com/blog/creating-geo-redundancy-through-nearshore-outsourcing/ For most organizations, the...

Join the Customer Engagement Leadership Council

by Frost & Sullivan

Navigate The New Era of Customer Engagement With Confidence The Customer Engagement Leadership Council, a Frost & Sullivan Professional...

Four Key Themes from the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange

by Alexander Michael, Director of Consulting, Frost & Sullivan

As I am writing this, the 13th Annual Customer Contact Europe: A Frost & Sullivan Executive MindXchange has just concluded. The event took...

Bots, Blockchain and Building a Customer-Centric Company

by Jerry Leisure, Chief Executive Officer and Founder, Officium Labs

Q&A with Jerry Leisure Currently, Vice President, Customer Success, at Forte, a gaming technology platform, thought leader Jerry Leisure’s...

Train to the Vision

by SheriKendall, Learning and Development Manager, FCR

Earlier this year I was traveling to Great Falls, Montana on business. My travel began at 5 am on Sunday and included a 3-hour layover in Seattle,...

Keynote Presentation: Saving The Customer Experience, One Contact Center At A Time

by Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated

What Are You Building? I’m Building a [Customer Service] Cathedral

by MichaelPace, Director, Global Member Services, Virgin Pulse

Consider the story of two stonemasons. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and replies, “I’ve...

Virtual Executive Assembly Brief: Agent Culture and Engagement

by April Sealy, Vice President, Operations and Customer Solutions, Elevate

Introduction Recently, members of the Customer Engagement Leadership Council gathered for a unique member benefit -- a Virtual Executive Assembly...

Taking Care of the Heart of Your Company – Your Customers

by Jerry Leisure, Chief Executive Officer and Founder, Officium Labs

You just had that amazing first idea. The one that is going to be the foundation for the future. The future that will re-define or re-envision your...