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 Frost & Sullivan | Nov 7, 2022 | CCW
Presented by: Monica Rothgery Chief Operations Officer KFC US
By Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan | Nov 7, 2022 | CCW
Frost & Sullivan held yet another successful customer contact event, with executives staying engaged throughout the three days of interactive sessions. Many participants enthusiastically shared that the event was “amazing” and like no other event they have...
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...
