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...
By Erin McMillan, Associate Vice President, Client Operations Cox Automotive Media Group | Jun 7, 2022 | CC, CX Blog
It’s no secret that the key to understanding our customers is often found deep within the contact center. It should also come as no surprise that voluntary turnover in critical customer-facing roles has never been higher. They seem like disconnected problems, but the...
By Juan Manuel Gonzalez, Research Director, Frost & Sullivan | May 17, 2022 | CC, CX Blog
Mixed Emotions: The Travel & Hospitality Industry Today 1Source: Frost & Sullivan Analysis, UNWTO, Hospitalitytech.com, Hospitalitynet.org, STR Consulting. While it is true that COVID-19 had a devastating impact on the Travel and Hospitality (T&H)...
By Frost & Sullivan | May 17, 2022 | CC, CX Blog
Speaker: Justin Davis, BMV Contact Center & IT Director, State of Indiana Abstract: Increasing customer satisfaction seems like a no‐brainer, but there is no silver bullet to doing this. This session will focus on a real‐world success story from humble beginnings...
