By Bernie Arnason, Industry Principal, Frost & Sullivan | May 12, 2023 | CCS, CCW, CX Blog
The 19th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, held April 23-26, 2023 in Ft. Lauderdale, Florida, revealed contact center leaders are managing historic and volatile change. With delivering the best customer experience (CX)...
By Paul Nevelos, Previously Senior Director, National Sales, Vroom | May 12, 2023 | CX Blog
During this time of ongoing change at both macro and micro levels, keeping your Customer Service and Sales teams actively partnered and engaged has become increasingly critical to prevent competitors from poaching incumbent business. Customer Service teams are an...
By Frost & Sullivan | Apr 21, 2023 | CC, CCE, CCS, CCW, CX Blog
Presented by: Janet Solomon Vice President, Client Operations/Contact Center Solutions Fiserv
By Chris Goostree, Director of Contact Center Operations, TMX Family of Companies | Apr 5, 2023 | CCE, CCS, CCW, CX Blog
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...
By Michael Cooper, Founder, Innovators + Influencers | Mar 21, 2023 | CC, CCE, CCS, CCW, CX Blog
Today, transformative skill sets are needed to build teams that are cohesive, productive, profitable and happy. (Not necessarily in that order). If you have blind spots, you, your team, and your organization will struggle to thrive in a business climate that is...
By Jasmine Green | Mar 21, 2023 | CCE, CCS, CCW, CX Blog
Empowering Associates to Enhance Customer Experience and Efficiencies Jasmine Green shared her organization’s approach to creating a more customer-centric culture and some of the methods used to build programs and involve associates in the process. This included...
