By Stephen Loynd, Global Program Director, Digital Transformation Practice, Frost and Sullivan | Nov 28, 2017 | CCW
These were two primary themes at the 13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange this year. Carolyn Muise, Vice President, Voice of Customer Analytics at Dell, focused on the first, the importance of data. Muise noted that when it...
By Michael Cooper, Founder, Innovators + Influencers | Nov 28, 2017 | CCW
I’ve had so many calls from frantic HR managers and executives about millennials, that it’s become routine. “Over-entitled, lazy, tech-obsessed, lacking dedication, impatient” are some of the typical complaints I get about the largest generation in U.S. history, who...
By Frost & Sullivan | Oct 12, 2017 | CCW
The CEO of Netflix recently said that they compete with Facebook, YouTube and sleep. While Netflix competes with my sleep at 1AM, you know for a fact that every business out there is competing for your attention. So, what do you do with your customer’s attention? Well...
By Frost & Sullivan | Oct 12, 2017 | CCW
https://www.jacada.com/blog/digital-solutions-vendors-can-implement-quickly Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers...
By Frost & Sullivan | Oct 12, 2017 | CCW
It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are...
By Carolyn Muise, Vice President, Chief Customer Office, Voice of the Customer, Analytics and Intelligence, Dell | Sep 25, 2017 | CCE, CCW
Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California this October. Here, she provides a...
