By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Jun 13, 2023 | CCE, CCS, CCW, CX Blog
When service is in a silo far from marketing and sales, customer journeys become disconnected. And that hurts the customer experience (CX). Gaps widen between customer expectations and an organization’s priorities; loyalty and wallet share vanish into that gap....
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 Chris Goostree, Director of Contact Center Operations, TMX Family of Companies | Apr 5, 2023 | CCE, CCS, CCW, CX Blog
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...
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...
By Jasmine Green | Mar 21, 2023 | CCE, CCS, CCW, CX Blog
Empowering Associates to Enhance Customer Experience and Efficiencies Jasmine Green shared her organization’s approach to creating a more customer-centric culture and some of the methods used to build programs and involve associates in the process. This included...
By Jermaine Edwards, Author and B2B Customer Growth Strategist | Mar 21, 2023 | CCE, CCS, CCW, CX Blog
What are the most essential shifts a key account director needs to make in order to see industry-leading customer results in their business? The answer is not doing more activity or more technology. It’s a shift in perspective. Why? This is because we read the...
