USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Top Takeaways from the 18th Annual Customer Contact West—A Frost & Sullivan Executive Mindxchange
Employee Engagement Rises to the Top of Business Objectives
01-Dec-2022
North America
Market Research
K84F-01-00-00-00
IT04628-GL-MR_27188
This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today.
The most prominent themes include:
- shifting to hybrid models and flexible scheduling to retain employees
- keeping remote employees engaged
- onboarding and training remote and the next generation of employees in an effective way
- infusing AI to improve customer and agent experiences
- deploying self-service capabilities while maintaining brand loyalty
- hiring best practices
- the value of emotional intelligence and empathy
Learn about the challenges and successes contact centers have faced over the past year, and what they intend to tackle in 2023.
Author: Alpa Shah
Top Takeaways from the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
- Top Takeaways from the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
26 Oct 2026 | Global | Market Research
Professional Headsets Market, Global, 2025–2032
This Frost & Sullivan study provides a comprehensive analysis of the key transformations shaping the global professional headsets market. The industry is undergoing significant disruption driven by the rapid adoption of software-based communication platforms with integrated noise suppression feature...
22 Oct 2026 | Global | Market Research
Governance for Agentic AI
Agentic AI now decides and acts inside live customer interactions, approving a refund, denying a claim, escalating a complaint, or promising a remedy the company must honor. The accountability and control architecture most enterprises rely on was built to review human work after the fact, and it can...
28 Sep 2026 | Global | Frost Radar
Frost Radar™: Communications Platform as a Service, 2026
Communications platform as a service (CPaaS) has become foundational infrastructure for digital business, embedding programmable voice, messaging, and video into the applications where customers and employees engage. Enterprises are rearchitecting their communication workflows around programmable in...
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.