By Michael DeSalles, Principal Analyst, Frost & Sullivan | Aug 22, 2023 | CC
When it comes to the customer experience (CX) industry, there’s another looming challenge to add to the burgeoning list for contact centers and BPOs: if you guessed an economic downturn, you are right. Conversational AI and automation can significantly help companies,...
By Cippy Seidler, Director, Consumer Care Center, Banner Health | Aug 22, 2023 | CC
Yesterday I called a customer service number for a company that I do business with. Lots of questions for them and some confusion on my end. The agent that spoke to me was wonderful, kind, and professional. They seemed excited to help me and I truly felt as if they...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Aug 22, 2023 | CC, CCE, CCS, CCW, CX Blog
At the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants chose between six interactive brainstorming sessions and crowdsourced solutions to some of today’s most pressing customer service challenges. Read on for key ideas and...
By Cindy Oberkirsch | Jun 13, 2023 | CC, CCE, CCS, CCW, CX Blog
Abstract: Attracting and retaining talent is tough in any industry but, it can be especially challenging in the contact center space. The anatomy of a successful customer service representative is unique, and it requires a great deal of emotional stability. Having...
By Frost & Sullivan | Apr 21, 2023 | CC, CCE, CCS, CCW, CX Blog
Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
By Michael Cooper, Founder, Innovators + Influencers | Mar 21, 2023 | CC, CCE, CCS, CCW, CX Blog
Today, transformative skill sets are needed to build teams that are cohesive, productive, profitable and happy. (Not necessarily in that order). If you have blind spots, you, your team, and your organization will struggle to thrive in a business climate that is...
