By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Jan 20, 2022 | CC, CCS, CX Blog
Agents are the front lines in handling customer emotions. Often, when customers call, they have already exhausted poorly designed self-service options and are frustrated by the time the agent takes the call. The COVID-19 pandemic accelerated the need for work-at-home...
By Moderated by Rachelle Dever, Vice President of Member Care, Cricut | Jan 20, 2022 | CC, CCS
Strategic Boardroom: Sharing Customer, Industry and Competitive Insights INTRODUCTION Customer experience leader Rachelle Dever led a brainstorming session on ways to improve customer and employee loyalty, shift focus away from metrics and toward experience,...
By Rolando Salinas, Senior Director, Global Customer Care, Arbonne | Jan 7, 2022 | CC, CCE, CCS, CCW, CX Blog
It seems that today, culture is the new buzzword. This is demonstrated in many ways at various companies. It is not uncommon to see plaques placed throughout a building identifying the organization’s values and culture. It is a positive trend to see there is more...
By Aarde Cosseboom, Senior Director of GMS Technology, Analytics, and Product, TechStyle Fashion Group | Nov 4, 2021 | CC, CCE, CCS, CCW, CX Blog
Providing the best customer experience is an excellent way to build customer loyalty – and boost ROI and profitability. Here are 10 ways that strategic Contact-Center-as-a-Service (CCaaS) solutions are helping contact centers gain a competitive advantage. 1. Agent...
