Planning for the Future of the Customer Contact Center: Top 10 Take-Aways from 12th Annual Customer Contact, East: A Frost & Sullivan Executive MindXchange

The challenge of serving an increasingly empowered customer and the ongoing technological transformations affecting call centers were just two of the key issues participants discussed at 12th Annual Customer Contact, East:
A Frost & Sullivan Executive MindXchange, Transformational Customer Engagement was the theme of this year’s event.

Here we present just some of the take-aways our highly engaged participants discussed. Be sure to leverage them at your own organization to prepare for the change and disruption the Customer Contact industry is currently experiencing, and to more fully serve your customers today…and tomorrow.

1. When it comes to great customer experiences and contact center development, you need to be thinking about what the day after tomorrow will bring


2. It is important to integrate all CX platforms to create a seamless experience and leverage VOC to drive your strategy


3. Excellent customer experience comes from transforming the company from product -centric to customer-centric


4. Empathy is the key ingredient for creating a culture of authentic and engaged agents


5. How do you change the future? Change the story people tell themselves about the future they will live in


6. Effective Net promoter scores start with getting your team to evangelize, and making sure your agents understand what you and your organization are trying to do


7. In this era of techno consumerism and the Internet of things, heralding higher customer expectations and demand, you must provide self-serve solutions to meet the demand of always being connected


8. Don't underestimate the value of customer data! Use it to implement and create value for your customers!


9. Customer service departments deserve much praise for their huge impact on business and clients and we must pay more to improve business outcomes


10. We must create a data-centric, self-optimizing world where we can get the right data at the right time to the customer

Don’t miss the 12th Annual Customer Contact, West: A Frost & Sullivan Executive MindXchange. Taking place in Tuscon, Arizona. Click here to learn more and register.