By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Apr 17, 2024 | CC, CCE, CCS, CCW, CX Blog
Customer experience transformation is happening whether organizations are ready for it or not. The longer a business waits, the wider the gap will become between them and their competitors who are further along on the journey. Along their quest, savvy customer...
By Sabrina “Sabs” Meditz, Senior Director of Product Management, Player Experience Group, PlayStation | Apr 16, 2024 | CC, CCE, CCS, CX Blog
Leadership skills and gaming tactics might seem like two disparate realms, but a closer examination reveals profound synergies. By adopting strategies from the world of gaming, professionals can significantly enhance their leadership abilities in the workplace....
By Aini Ali, Vice President, Service Technology, ADP | Apr 16, 2024 | CC, CCE, CCS, CX Blog
Insights from a Virtual Event moderated by Aini Ali Customer Engagement Leadership Council member Aini Ali recently led a virtual member event on the topic of Leveraging Evolving Technologies. Read on for some of the key insights and discussion takeaways shared,...
By Alexia Downs, Head of Operations and Customer Service, Ahara Corporation | Feb 14, 2024 | CCE, CCS, CCW
Introduction It’s likely that your experience with customer service AI over the last ten years has been less than stellar. You may have gotten stuck with a menu-based chatbot presenting irrelevant options or found yourself shouting “representative” into the phone when...
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...
