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...
By Michael DeSalles, Principal Analyst, Frost & Sullivan | Feb 18, 2019 | CCS, CCW
This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social Responsibility (CSR) to deeply engage their agents and employees within the local communities they serve. Much more than a...
By Evan Watson, Library Research Coordinator, Duke University | Feb 18, 2019 | CCS, CCW
Contact center agents should absolutely never make up answers when speaking with customers. This is a difficult and serious job – definitely not a place for jokes. So how did performing wacky unscripted comedy prepare me for this business? A thousand possible...
By WendyShlensky, Vice President, Analyst and Advisor Relations, HGS | Dec 19, 2018 | CCS
In October, I facilitated a session at the Frost & Sullivan Executive MindXchange entitled The Digital Transformation Struggle, Addressing the Omnichannel Gap. Before the session, I was concerned that attendees wouldn’t engage in the discussion. Instead, I was...
By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Nov 29, 2018 | CC, CCE, CCS, CCW, CX Blog
What a fantastic couple of days at the Arizona Biltmore! Despite a general soreness from impromptu desert hiking, as well as a beard full of whipped topping from the “Wild West Olympics,” it was a remarkable event. Naturally, Customer Experience and AI were on the...
