By Alexandra Hebert | Mar 8, 2023 | CCS, CCW, CX Blog
New Normal. Extraordinary circumstances. Unprecedented. These are all the words we’ve heard applied to the last three years of work life. This vocabulary circulated as a way to describe and justify a new, and what many thought temporary, way of working. Three years...
By Frost & Sullivan | Feb 15, 2023 | CCS, CCW, CX Blog
When thought leaders from TMX Finance, Dun & Bradstreet, Baxter Healthcare and others gathered in Tucson, Arizona for the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange, they also led crowdsourcing sessions designed to gather...
By Jason Mercer-Pottinger, RTS Operations Director (Contact Centers), Baxter Healthcare Corporation | Feb 15, 2023 | CC, CCE, CCS, CCW, CX Blog
Introduction – What is Telehealth? Telehealth is defined as the delivery and facilitation of health and health-related services including medical care, provider and patient education, health information services, and self-care via telecommunications and digital...
By Craig Antonucci, Chief Experience Officer (CXO), Autocar Trucks | Jan 20, 2023 | CC, CCS, CCW, CX Blog
In a quote from “The Silence of the Lambs,” whilst Clarice was trying to figure out the seemingly unsolvable crime, she uttered, “so desperately random, it’s not random at all.” Are you trying to solve that seemingly unsolvable CX problem? Is everything about your...
By Benny Serna, Executive Vice President - Director of Call Center Ops and Managing Partner, DHR Health | Jan 10, 2023 | CC, CCE, CCS, CCW, CX Blog
Where have all the humans gone? High rates of attrition and no humans to hire have put hiring management teams into a scramble to hire and hire anyone! Such extreme conditions mean interviewing managers have lowered the bar and are hiring anyone with a pulse. However,...
By Andrew Deutscher, Founder, Regenerate | Jan 10, 2023 | CC, CCE, CCS, CCW
Session Abstract Your team is successful when they bring their creativity and their strategic thinking skills to the table. As a leader you must find creative solutions to address the chronic stress that stymies that and prevents workers from becoming disengaged or...
