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Expert Insights | Holly Carroll, Vice President, Customer Service & Contact Center Ops

Expert Insights | Holly Carroll, Vice President, Customer Service & Contact Center Ops

To say that we’re living and working through unusual times is an understatement as we adjust to a new reality. With the impacts of the pandemic, senior CX executives need the ability to quickly address unprecedented increase in overall call volume and augment support.

So we sat down with Holly Carroll, Vice President, Customer Service & Contact Center Ops at David's Bridal to discuss how senior leaders are addressing today’s customer service needs using various channels and technologies. Learn Holly’s unique perspective about the integration of these technologies into a successful customer service.

3 Reasons Executives Must Be Listening

3 Reasons Executives Must Be Listening

Calling All Executives: Here is a question for you - What does your Contact Center look like in 2025? Does it include employee engagement and workforce transformations? What about Automation? If your blueprint doesn't have these key factors, falling behind the curve is going to be inevitable for your contact center. In this report, read about why these 3 topics are crucial for your organization.

Top 5 Content Center Trends

Top 5 Content Center Trends

These Top 5 Contact Center Trends aren't yesterday's news. They are tomorrow's curiosities and next year's questions that our analyst has uncovered now. Leveraging our CCW Digital community of 140,000+ CX professionals, our principal analyst, Brian Cantor crunched the numbers to show where contact center technology is going and what trends executives should be taken seriously.

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

The conventional solution process actually creates problems for contact center executives.  It may generate excitement over particular innovations, but it may not confirm about fitness for specific applications. It may not provide an actionable, valid blueprint for actually making the most of the new technology.

Ultimately, it may not inspire contact center executives to take action. And that is a problem: for as much as they cannot afford to be wrong about the solutions they buy, contact center leaders definitely cannot afford to sit on their hands. The needs are too great and the stakes are too high for indecision to govern the function.

In this report:

  • 4 top priorities for contact center executives
  • 4 problems with solution providers
  • a new way to do business