By Michael DeSalles, Principal Analyst, Frost & Sullivan | Aug 3, 2021 | CC, CCE, CCS, CCW, Featured
A Frost & Sullivan Virtual Think Tank Article Market Challenges Signal Hard Choices The contact center (CC) represents a broad and mature market with almost 40 years of development. It comprises dozens of providers, catering to sites as small as 10 agents to...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Aug 3, 2021 | CC, CCE, CCS, CCW, Featured
1. Your customer experience (CX) is arguably as important as your product Is your customer’s experience more important — or valuable — than your product? Opening headliner Tracy Robertson, Global Enterprise Vice President, Digital, Stryker, and former...
By Martin Lampman Director, Customer Support Operations BCLC | Jul 22, 2021 | CC, CCE, CCS, CCW, CX Blog, Featured
The workforce of today is dramatically changing from our workforce of yesteryear. Organizations are looking for ways to navigate the new challenges of work from home, find balance for our employees, and meet our customer’s needs. It is hard to let go of the past and...
By Kurt Mosher, Chief Operating Officer, Gant Travel Management | Jul 5, 2021 | CC, CCE, CCS, CCW, Featured
Leading in a remote environment is one of the most challenging tasks we can ask of the organization. It is doctoral level leadership. The only scenario more complex is what most organizations are about to go through next – hybrid teams in a high growth mode. ...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Jul 5, 2021 | CC, CCE, CCS, CCW, Featured
Frost & Sullivan’s latest customer contact event featured real-world examples and insights from speakers on the leading edge of customer service and customer experience innovation. Headliners from Mastercard®, Pearson and Virgin Atlantic Holidays shared insights...
