By Joe Russo, Assistant Vice President, Automotive Services,ERS Contact Center Operations, AAA - The Auto Club Group | Sep 20, 2021 | CC, CC Awards, CCE, CCS, CCW
Abstract Self-service channels can have significant cost advantages, and even cross channel fallout can reduce employee effort, preserving savings. The design and implementation of these channels can prove less intuitive than we may initially perceive. This discussion...
By Jason Doty, Director, Executive Leadership Solutions, Frost & Sullivan | Sep 17, 2021 | CC, CCE, CCS, CCW, CX Blog
The Frost & Sullivan Events team is gearing up for our first in-person event in quite a while! Customer Contact West: A Frost & Sullivan Executive MindXchange will take place in balmy Huntington Beach, California from October 24-27th. We’ve got you covered...
By Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank | Sep 3, 2021 | CC, CCE, CCS, CCW, Featured
Introduction “Personalization is all about knowing your clients, understanding their needs, and providing the right solutions and services at the right time, based on behavior,” stated Millie Gillon, Global Head of Client Experience at Standard Chartered Bank. Millie...
By Andrew Deutscher, Founder, Regenerate | Aug 20, 2021 | CC, CCE, CCS, CCW
We are living in the most difficult era of work in our history. We’re working longer hours than before the pandemic (an average of three extra hours daily). The lines between work and home are not even blurred – they’ve been eradicated. This is especially...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Aug 3, 2021 | CC, CCE, CCS, CCW, Featured
A Frost & Sullivan Virtual Think Tank Article Market Challenges Signal Hard Choices The contact center (CC) represents a broad and mature market with almost 40 years of development. It comprises dozens of providers, catering to sites as small as 10 agents to...
