INSPIRATION
december 2023 | VOL. 4 | ISSUE 15
1
THE CC AWARDS
QUICK QUIZ
4
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Meet your fellow Members!
Learn more about your Council peers.
New Growth Content Just Posted
Catch up on new Growth content on our member portal.
The 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange
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CUSTOMER ENGAGEMENT NEWSLETTER
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Thought Leadership from Customer Contact Experts
Strategies and Tactics for Extraordinary Times
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They're Back! Check Out Our Categories and Submit Nominations
Empower Your Teams
With Clarity and Vision
Use the Science Behind Customer Sentiment for Better Service
UPCOMING EXECUTIVE MINDXCHANGE SCHEDULE
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By Kat Ketter, AVP
Customer Experience
Jefferson Health Plans
Complete the Entire Training
Set Goals
Implement Policies and Procedures
Set Good Examples
Oversee and Guide
What role should managers play in training?
SUBMIT
Managers should NOT be trainers. If your role is the proprietorship of accountability for your hiring manager and your trainer(s) actions, then you know the true cost of attrition. The industry has changed and we need to make sure our “Gate Keepers” have all the tools needed to hire an optimum work force.
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By Arretta Stivers
Director of Customer Experience
Realtor.com
ARTICLES AND INSIGHTS
Accounting for Payroll,
Customer Support and
Technology Spends
The Science of CX: Understanding the Chemistry of Complaints
CLICK TO WATCH
Personalization and Data
Empathy Training for Employees
Replacing Agents with AI to Cut Down on Costs
Proactive Customer Support
Which of the Following is NOT a Best Practice When Using Technology to Drive the Agent Experience?
SUBMIT
Presented by Thomas Rocharz
Director of Contact Centers
Cape Air
Delivering Fiscally Responsible Customer Service
Agent-Assist Use Case
Correct Answer:
Replacing Agents with AI to Cut Down on Costs
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5
Our Executive MindXchange Schedule of Events
EVENT CALENDAR
"You're going to get your investment back, tenfold."
- Rob Gofourth
Customer Engagement
Leadership Council Member
"Frost & Sullivan provides one of the premier events for contact centers available. More intimate and with more opportunities for interactions and learning. "
"The event had an equal amount of networking, insightful content, and fun sprinkled in. I appreciated the opportunity to expand my network and resources. Thank you Frost & Sullivan!
"Excellent on everything...from the content to the networking and relationship-building opportunities."
"An amazing event. The participants and the solution providers are highly engaged and open to sharing/learning best practices. The opportunities to network with colleagues in both formal and informal ways are unique and powerful."
"No better forum to share your experiences, learn from others, and build new relationships."
"This was my 2nd event, and you all again have exceeded my expectations....so impactful in connecting/learning/sharing experiences with other call center/customer service peers!"
"You're guaranteed to walk away enlightened and recharged to make a difference."
"For the longest time, I have always wanted to attend a Frost & Sullivan event, but never had the chance. I had always heard such great things about their events. Let me tell you, my first ever experience did not disappoint. "
CUSTOMER CONTACT EAST RECAP: APRIL 2023
AI will continue to assist agents, not replace them. Enterprises will need to integrate data and technology without overwhelming agents. When it comes to adopting new technology and data to assist the agents, it's possible to allocate resources to solve problems rather than being tied to predefined solutions.
April 7 - 10, 2024
April 7 - 10, 2024
Identify technology best practices in the contact center
20th ANNIVERSARY CUSTOMER CONTACT EAST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
Employee Satisfaction (eNPS) By No. of Employee
Engagement Initiatives in Organization,
Global, 2022–2023
Employee Satisfaction (eNPS) By No. of Solutions
Used in Organization, Global, 2022–2023
28
35
47
32
37
41
28
NPS Scores
0 initiatives
1-2 initiatives
3-4 initiatives
5 or more initiatives
Up to 3 solutions
4-5 solutions
6 solutions
or more
The CC Awards - deadline december 22
Frost & Sullivan is gearing up for our infamous CC AWARDS, where we reward Excellence, Culture, and Team Spirit. All honorees will be celebrated and the top-scoring company in each category will be announced at the 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange next April 7-10, 2024 at the Marriott Harbor Beach Resort and Spa in Ft. Lauderdale, Florida.
The Mr. Roboto (AI & Automation)
Submit Your Nominations!
The 9 to 5 (Analytics Driving Customer Experience)
The Virtual Insanity (Self-Serve & Digital Transformation)
The Get Up Stand Up (Hybrid Workforce)
The Good Vibrations (Innovative Agent Engagement)
Work Hard, Play Hard!
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Thought Leadership from Customer Contact Experts
INSPIRATION
1
2
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Key Ideas and Takeaways from
Industry Thought Leaders
CX iNDUSTRY TRENDS
3
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They're Back! Check Out Our Categories and Submit Nominations
THE CC AWARDS
2
Read More
3
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Identify technology best practices in the contact center
QUICK QUIZ
4
Read More
Our Executive MindXchange Schedule of Events
EVENT CALENDAR
5
This category recognizes companies for excellence in implementing artificial intelligence and related technologies, such as machine learning and natural language processing for enhanced agent and customer interactions business insights.
This category recognizes companies for excellence in leveraging analytics to deliver differentiated customer experiences, while driving improvements in operational KPIs for the organization.
This category recognizes companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities.
This category recognizes companies for excellence in establishing a Hybrid Workforce by using the best of remote and in-office work to create a seamlessly integrated workforce.
This category recognizes companies for being rockstars in Innovative Agent Engagement by leveraging enhanced technologies, incentives, flexible scheduling, and career path development to retain and improve the agent experience.
Show us your spirit! Submit an innovative 90-second video highlighting what makes your culture unique and your people so special. Commit to Submit for this category by December 22 and the winner will be selected by a live vote at our April event!
Threats:
• Poor CX
• Agent Attrition
• Poor Integration
• Lack of Continuity
• Lack of Security
Opportunities:
• Business Continuity
• Easy to deploy solutions
• New Market Penetration
• Secure Transactions
And Much More!
Customer Interactions: Threats vs. Opportunities
Click to read ARTICLE
Have a question? Click here to email us for a future Q&A!
Have a question? Click here to email us for a future Q&A!
34%
35%
37%
37%
38%
Percentage Increase in Revenues
Product Innovations
Employee Retention Rates
Customer Satisfaction Rates
New Customer Acquisition
• Predictive issue resolution: Leverage data and technology to predict and proactively
manage 50-60% of customer issues within first 60 days
• Specialist groups: Create specialized teams with AI-based support for streamlined
transactions
• Agent lifecycle mapping: Align technology deployment with the agent lifecycle, similar to how the customer lifecycle is managed
The Technology and Data Driving the Agent Experience
Have a question?
Click here to email us for a future Q&A!
Have a question?
Click here to email us for a future Q&A!
Global Vice President at Frost & Sullivan
Alpa Shah
customer contact trends
The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange offered numerous interactive Collaboration Zones focused on industry trends, tactics and strategies. In The Technology and Data Driving the Agent Experience session, thought leaders delved into the role of technology and data at every stage of the agent lifecycle. Participants gained insights into its transformative impact, including ways it could improve agent efficiency and help deliver superior customer service.
JULY 15 - 17, 2024
CUSTOMER EXPERIENCE 2024: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
CUSTOMER EXPERIENCE 2024: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
JULY 15 - 17, 2024
20th ANNIVERSARY CUSTOMER CONTACT EAST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
20th ANNIVERSARY CUSTOMER CONTACT WEST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
october 20 - 23, 2024
october 20 - 23, 2024
20th ANNIVERSARY CUSTOMER CONTACT WEST: A FROST & SULLIVAN EXECUTIVE MINDXCHANGE
Ft. Lauderdale, Florida | April 7 - 10, 2024
Embracing Limitless Possibilities for the Contact Center of Tomorrow
• Training: Data and tech support is crucial to boost agent proficiency beyond traditional training materials
• The ongoing omni-channel challenge: Only 27% of companies have all channels connected, highlighting the importance of achieving a true omni-channel experience for efficient CX
• Contact reduction and complexity: Technology can reduce routine customer contacts, but complex issues will persist
Takeaways:
action items:
Key Ideas and Takeaways from
Industry Thought Leaders
CX iNDUSTRY TRENDS
Aligning Customer Care
with Corporate Strategy
