By Frost & Sullivan | Feb 7, 2022 | CC, CCE, CCS, CCW, Featured
Leveraging over 60 years of experience helping companies capture growth opportunities around the world, Frost & Sullivan invites you to explore The Customer Engagement Leadership Council. Powered by member-driven Critical Issues, defined as the most important...
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Jan 20, 2022 | CC, CCS, CX Blog
Agents are the front lines in handling customer emotions. Often, when customers call, they have already exhausted poorly designed self-service options and are frustrated by the time the agent takes the call. The COVID-19 pandemic accelerated the need for work-at-home...
By Moderated by Rachelle Dever, Vice President of Member Care, Cricut | Jan 20, 2022 | CC, CCS
Strategic Boardroom: Sharing Customer, Industry and Competitive Insights INTRODUCTION Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty, shift focus away from metrics and toward experience,...
By Rolando Salinas, Senior Director, Global Customer Care, Arbonne | Jan 7, 2022 | CC, CCE, CCS, CCW, CX Blog
It seems that today, culture is the new buzzword. This is demonstrated in many ways at various companies. It is not uncommon to see plaques placed throughout a building identifying the organization’s values and culture. It is a positive trend to see there is more...
By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Dec 9, 2021 | CC, CCW, CX Blog
I’ve always loved the Frost and Sullivan customer contact center events…but this year it was especially sweet to come back together with so many folks I’ve not been able to see in a couple of years. The energy was off the charts with people finally able to brainstorm...
