By Acquire BPO | Apr 4, 2019 | CCE, CCS, CCW
Customers want to get personalized experiences whenever they engage with companies and brands. This is the norm today. Customer experience is not just the sale itself but it starts from the moment they land on your site, to after sales. A pleasant customer journey can...
By Acquire BPO | Apr 4, 2019 | CCE, CCS, CCW
Almost every action consumers make involves a digital application, from looking for the best product, to shopping, to after-sales support, which makes up the entire customer journey. A single interaction no longer defines the entirety of a customer’s journey when...
By Frost & Sullivan | Mar 21, 2019 | CCE, CCS
When a company finds themselves with the capability of globally expanding their operations, it typically indicates they are successfully servicing their customer base. While this signals business accomplishments, moving forward with expansion can complicate the...
By Christina Cowell, Director, Workforce Optimization, Product Management, Aspect | Mar 20, 2019 | CCS
It should come as no surprise that the customer experience is rapidly becoming the most important contact center objective. To make matters even more challenging, the traditional voice channel is now joined by email, chat/IM, social and SMS as popular channels...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Feb 21, 2019 | CCS, CCW
INTRODUCTION AI is poised to change and disrupt many industries, and among the first will be the customer support industry. This is because the two major subsets of AI, machine learning and natural language processing, are particularly well suited to many of the...
By Frost & Sullivan | Feb 18, 2019 | CCS, CCW
Join dozens of customer contact industry leaders on the Customer Engagement Leadership Council and benefit from invaluable opportunities to learn, network and grow your organization’s top and bottom line. Frost & Sullivan’s Customer Engagement Leadership Council...
