By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Aug 22, 2022 | CC, CCS, CX Blog
The best experiences show that a company truly cares and values its customers and employees. Two healthcare organizations that prioritize patient and employee experiences shared their strategies at the recent Customer Experience Ecosystem: A Frost & Sullivan...
By Clancey Dollard, Director, 24/7 Support Center, University of Arizona | Jul 25, 2022 | CC, CCE, CCS, CCW
“Numbers shouldn’t matter.” “Focusing on KPIs makes customer service interactions transactional and less personal.” “It’s the type of experience you provide to customers that matters, not the ‘agent score card.’” Depending on the context, these sentiments may all be...
By Frost & Sullivan | Jul 15, 2022 | CC, CCS, CCW, CX Blog
Presented by: Barbara Barry Chief Marketing Officer, Max Approvals Former Chief Experience Officer NuVision Federal Credit Union
By Jeff Grant, Senior Product Owner, Enterprise Contact Center Technology, Southwest Airlines | Jul 15, 2022 | CC, CCS, CCW, CX Blog
“Hi John, I see that you have an upcoming reservation on July 29th. Is that what you are calling about?” Wouldn’t it be nice if that is what we heard when we called into a contact center? Instead, how many of us have called a contact center and been asked a multitude...
By By Michael Brandenburg, Senior Industry Analyst, Frost & Sullivan | Jun 21, 2022 | CC, CCS, CCW, CX Blog
The media and entertainment market has repositioned its content to allow customers to stream at home or from anywhere. The extended duration of the COVID-19 pandemic has affected every industry in different ways. For some digital-native companies, lockdowns, and other...
