By Steve Seidl, BPO Sales Leader, Customer Experience, Alta Resources | Feb 14, 2024 | CCS, CCW, CX Blog
Exceptional customer service is the cornerstone of any successful business. It goes beyond meeting customers’ basic needs; it’s about exceeding their expectations and creating memorable experiences. In today’s competitive landscape, where customers have numerous...
By Rohan Sharma, Co-Founder and Chief Product Officer, Campaign AI, Advisor, UCLA Anderson School of Management | Jan 17, 2024 | CCS, CCW, CX Blog
Introduction Straight talk – customer service is at another crossroads, with generative AI leading the charge this time around. More than just a tech upgrade, it’s a game-changer, poised to boost efficiency but almost certain to dilute empathy. We’re moving...
By Frost & Sullivan | Jan 17, 2024 | CCS, CCW
Each year, members of Frost & Sullivan’s Customer Engagement Leadership Council vote on the most important issues facing the customer service industry in their region of the globe. The Council consists of highly dedicated, team-oriented and visionary leaders in...
By Kiana Phi | Jan 17, 2024 | CC, CCS, CCW, CX Blog
Participants at the 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange held in Huntington Beach, California, left with a wealth of ideas and strategies to address current and emerging industry challenges. As a case in point, in her...
By Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Aug 22, 2023 | CC, CCE, CCS, CCW, CX Blog
At the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants chose between six interactive brainstorming sessions and crowdsourced solutions to some of today’s most pressing customer service challenges. Read on for key ideas and...
By Cindy Oberkirsch | Jun 13, 2023 | CC, CCE, CCS, CCW, CX Blog
Abstract: Attracting and retaining talent is tough in any industry but, it can be especially challenging in the contact center space. The anatomy of a successful customer service representative is unique, and it requires a great deal of emotional stability. Having...
