What does it take to be considered a customer experience expert? Try living on three continents (14 cities), supporting dozens of companies (public and private), and leading teams covering some of the largest contact centers in the world. That's what Donald Crosslin has done. From starting as an entry-level engineer to leading global teams, Mr. […]

Over the past two years, everything has changed, personal and professional. Customer experience teams changed the most. Customers went online while employees moved to virtual offices. Sending employees home impacted business operations around the world, and leadership and operations philosophy had to change overnight. Jet Blue was one of the pioneers of the at-home agent […]

The most exciting and scary times in a career are when leadership gives you the keys to the castle. That chance to build out your team from the ground up your way. Hire your team—install your processes—deploy your preferred technologies. This is the situation that Robert Daniels finds himself in at Vio Security as the […]

I spent some time with Jarvous Freeman discussing his customer experience philosophy leveraging the contact center. He has spent his entire career in this space and has seen it all. Name the largest enterprise contact centers, and he’s probably run them. Contact center optimization is his passion. Mr. Freeman currently oversees over 860 virtual agents. […]

I had the chance to sit down with Jesse Jackson, Coach-Net’s Contact Center Director. We dove into his vision of leadership, technology and customer service and how they might achieve an optimal future state for their customer experience. This is a fun company with a great culture and as proof, Jesse showed up wearing a […]

Over the past two years, I have had many different experiences with companies: some good, some bad. As a consumer, I am most interested in frictionless experiences. Honestly, I don't really want to speak with the company that I purchase from. I just want my issue solved as quickly as possible with minimal disruption to […]

In Part 2 of our one-on-one with a 20-year contact center vet, we delve into the personal side of managing agent resources and keeping your people motivated to provide superior customer service. To read Part 1, click here Question – It sounds like your people were your biggest strength. Is there anything that you wished […]

What is the magic formula for customer experience? I recently had the chance to spend some time with a colleague who worked the last 19 years in various roles running and administering call centers. Foremost on my agenda was a deep dive into his perspectives on managing the people, building effective processes, and selecting the […]

You want your customers to have a great experience when they call you, but have you taken the appropriate steps to make that happen? The easiest way to ensure a happy experience, is by installing a contact center solution. These platforms facilitate quality customer engagements in the way they want to communicate with you (voice, […]

Your RFP Guide - Top 10 sections to include A request for proposal (RFP) is a document that solicits proposal, often made through a bidding process, by an agency or company interested in procurement of a commodity or service. The RFP process is a critical business methodology that separates competitive bidders and independent vendors using […]