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...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Jun 13, 2023 | CCE, CCS, CCW, CX Blog
When service is in a silo far from marketing and sales, customer journeys become disconnected. And that hurts the customer experience (CX). Gaps widen between customer expectations and an organization’s priorities; loyalty and wallet share vanish into that gap....
By Frost & Sullivan | May 18, 2023 | CCS, CCW, CX Blog
Presented by: Brian Wolfe Vice President, Global Customer Experience JBL, a division of HARMAN International Abstract: JBL’s Consumer Division has been moving to more online sales over the last several years and this leads to additional digital engagements with...
By Bernie Arnason, Industry Principal, Frost & Sullivan | May 12, 2023 | CCS, CCW, CX Blog
The 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, held April 23-26, 2023 in Ft. Lauderdale, Florida, revealed contact center leaders are managing historic and volatile change. With delivering the best customer experience (CX)...
