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 Patricia Jacoby, Senior Content Specialist, Marketing, Frost & Sullivan | Jul 17, 2023 | CX Blog
Introduction Many companies have expressed commitment to improving inclusion and equality for diverse customers. However, inclusion efforts often fail to include accessibility, which prevents disabled people and possibly other diversity groups from engaging with your...
By Frost & Sullivan | Jul 17, 2023 | 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...
By Laurie Englert, Chief Marketing Officer Legrand, North America | Jul 17, 2023 | CX Blog
Customer experience (CX) has become a central focus for companies due to its overarching view of the customer’s journey as well as their perceptions of your brands. CX goes beyond individual relationships and transactions by mapping every touchpoint 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...
