By Frost & Sullivan | Dec 12, 2022 | CC, CCE, CCS, CCW, CX Blog
Highlights from a thought leader discussion INTRODUCTION Natalie Beckerman, Senior Vice President, Global Call Center Operations, Leaf Home, and Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan sat down for a “fireside chat” at the 18th Annual...
By Ginger Conlon, Thought Leadership Director and Customer Experience Advocate Genesys | Nov 22, 2022 | CC, CCE, CCS, CCW, CX Blog
Low morale among contact center employees — often an organization’s front door to its customers — is at a crisis point. More than three-quarters of customer experience (CX) leaders say low morale/engagement among their staff is challenging. It’s time for a change. “I...
By John Bord, Manager, Customer Experience, Tucson Electric Power | Oct 25, 2022 | CC, CC Awards, CCS, CCW, CX Blog
INTRODUCTION At the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in Tucson, Arizona last week, John Bord, Customer Experience Manager, Tucson Electric Power, offered guidelines and lessons learned implementing successful customer...
By Eric Caron, Senior Director of Digital Experiences, Caribou Coffee | Oct 25, 2022 | CC, CCS, CCW, CX Blog
“How do we know this worked?” In the history of humanity, nobody has enjoyed hearing that question. Why? Because it contains seven assumptions – six of which have negative foundations! As companies evaluate their 2023 marketing spend (after likely...
