By Ed Ariel, Co-Founder, TROOP | Jun 13, 2017 | CCE
Many changes have been made over the years in the name of making things easier for the customer: Questions and Answers (Q&A) became Frequently Asked Questions (FAQs), which then morphed into Self Help (no initials, doomed for failure). But did those changes really...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Jun 9, 2017 | CCE
Introduction Recently, Customer Engagement Leadership Council members and select Customer Contact West: A Frost & Sullivan MindXchange event attendees had the opportunity to tour Intuit’s innovative Customer Contact Center in Tucson, Arizona. Intuit is a business...
By Hilary Hahn, Vice President, Digital + Disruptors. SYKES for Emerging Brands. | Jun 6, 2017 | CCE
It has been said recently that “experience is the new brand.” According to a recent study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Our team believes this, and therefore we take the customer approach...
By Juan Manuel Gonzalez, Research Director, Frost & Sullivan | May 30, 2017 | CCE
The 13th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange event took place in Fort Lauderdale during the last days of April and featured informative sessions, individual meetings, and lot of networking for industry experts. The following...
By Brendan Read, Editor, Writer, Researcher/Analyst and Communications Professional, Lloydmedia, Inc. | Apr 11, 2017 | CCE
There is a strong sense of déjà vu arising from the conversations about whether the new wave of artificial intelligence (AI)-driven chatbots and virtual assistants (VAs) will significantly reduce the need for contact center agents. After all, labor savings is a...
