By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Apr 16, 2024 | CC, CCS, CCW, CX Blog
Employee Engagement Boosts Customer Loyalty With contact center employees being the first point of contact with customers, organizations are recognizing that there is a proven correlation between a positive employee experience (EX) and a better customer experience...
By Katherine Ketter, Associate Vice President, Customer Experience, Jefferson Health Plans | Mar 15, 2024 | CCS, CCW, CX Blog
Are You a Battery Drainer or a Battery Charger? We all have amazing opportunities to be someone’s power bank in any given situation. Sometimes the way that we react to a situation could have been different in hindsight. Perhaps we wish we hadn’t rushed our...
By Rohan Sharma, Co-Founder and Chief Product Officer, Campaign AI, Advisor, UCLA Anderson School of Management | Mar 15, 2024 | CCS, CCW, CX Blog
Introduction What’s at the heart of the disruption of the customer experience function that we’re now witnessing? The resounding answer is Generative AI. It doesn’t just enhance customer experience—it redefines it. The journey into the future of customer...
By Abhinandan Jain, Chief Growth Officer, Startek | Mar 15, 2024 | CCS, CCW, CX Blog
What is call center gamification? In the dynamic landscape of customer service, the pivotal role of contact center agents cannot be overstated. These frontline heroes serve as the face and voice of organizations and are tasked with delivering exceptional experiences...
By Mark Levy | Feb 14, 2024 | CCS, CCW, CX Blog
Part 1: The Sinking Feeling That sinking feeling after receiving scathing criticism of your creation – we’ve all been there. Suddenly, the hours you spend pouring your passion into the experience for your product or service feel questioned. It stings, but what...
By Alexia Downs, Head of Operations and Customer Service, Ahara Corporation | Feb 14, 2024 | CCE, CCS, CCW
Introduction It’s likely that your experience with customer service AI over the last ten years has been less than stellar. You may have gotten stuck with a menu-based chatbot presenting irrelevant options or found yourself shouting “representative” into the phone when...
