By Gary Robbins, Partner, Global Brand & Demand Solutions, Frost & Sullivan | Jul 16, 2019 | CCE, CCS, CCW
As Artificial Intelligence creeps into our lives, it’s easy to envision a world where machines start to take over, calling the shots and determining the direction and outcomes of our everyday experiences. However, there is no day where I think this would be a positive...
By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Jul 9, 2019 | CCE, CCS, CCW
This guide will serve as a comprehensive starting point for Customer Experience Management. There are more and more business leaders being called upon to guide Customer Experience (CX) initiatives. It’s no longer an optional function of the organization, but it has...
By Aceyus | Jul 9, 2019 | CCW
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they having an outstanding experience? But what about the employee experience (or agent experience), which is equally important....
By Aceyus | Jul 9, 2019 | CCW
Customer journey mapping is crucial to creating a good cross-channel customer experience. Customer journey maps should take an empathetic point of view, delving into customers’ pain points so organizational leaders can understand the customer experience and solve...
By Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft | Jul 8, 2019 | CCE, CCS, CCW
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchangeHear directly from Gabriele “G” Masili, Chief Technology Officer, Customer Service and Support at Microsoft, about some of his takeaways from our most recent Customer Contact Executive...
By Outsource Consultants | Jul 3, 2019 | CCW
By: Outsource Consultants US Labor Shortages and the Growing Need to Outsource Record-breaking wage growth and low unemployment rates have made it harder than ever for businesses to field a domestic call center staff. As existing teams grow or former employees leave,...
