Top Ten Trends at the 11th Annual Customer Contact 2015, East: A Frost & Sullivan Executive MindXchange

By Brooke Thorpe
Event Producer
Frost & Sullivan






Here are the top takeaways and dynamic customer-centric strategies discussed at Customer Contact 2015 East. If you didn’t attend this exciting event (and even if you did) you’ll want to review and leverage these wide-ranging and inspiring trends and ideas in your own organization or use them as guidelines to develop your own implementable action plan now that the event is over.

1. The Millennial generation and their influence as employees in the contact center
2. New trends in Social Media and their influence in contact center operations
3. Innovation in contact center agent training methods
4. Leadership, team work and maintaining a positive work environment
5. New trends in data mining and the importance of using data effectively 
6. Using digital technology and multi-channel applications to improve the customer experience
7. Fine-tuning strategy and new strategic insights of the customer contact industry
8. The importance of company culture and its impact on operations performance
9. Innovative ways of creating and increasing revenue through the contact center
10. Aligning efforts across the company with the contact center to strategically achieve goal

Did you attend the event? Have a takeaway of your own you’d like to share? Have a great content idea for future programs? Email Brooke.Thorpe@frost.com with your feedback