www.frost.com
13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
• •
• Price was tied with company/solution for third. It was discussed that buyers of
outsourcing contact services are risk adverse, and that was a key factor is price
being less important than results and relationship
Value-add was last in the rankings and this means impacting the business
beyond the contracted KPIs. Once again, the buyers assess high right and low
reward with contact center services, so value-add is a reward that is considered
of lower importance
Finally, even though there was general agreement between the groups, it was
recommended that each company should go through their own assessment.

Organizations have differences in what they value, and the team and their
outsourcers should be calibrated
BEST PRACTICE
• Can use the exercise/tool above with the internal team to create alignment and
understand the key requirements of their contact center providers
• Assess your current outsourcers against the new criteria to determine strengths
and weaknesses
• Work with your current outsourcers to address their areas of weakness to make
improvements, or determine if you need to replace outsourcers
FINAL THOUGHT
Complete this exercise with your team and with your outsourcers to create better
alignment with you and your organization
55



www.frost.com
13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange
_____________________________________________________________________ CONCURRENT SESSIONS - INTERACTIVE
THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges
PRESENTERS Myra Linsker, Division Manager, Customer Care, City of Witchita
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Claire Mead, Associate Vice President, Client Service Center, American National
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Eric Poe, Managing Director, National Contact Center, Customer Care, TIAA
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Kirsty Traill, Vice President, Customer, Hootsuite
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Noel Holmes, Vice President, Customer Experience, Travelport
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April Sealy, Vice President, Operations, Elevate
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Rachel Pace-Maron, OCU Consultant, Royal Caribbean
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Calvin St Juste, Executive Director, Digital Care, Comcast
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TIME Monday, October 16, 2017, at 3:40pm
______________________________________________________________________ SESSION ABSTRACT
Share your smarts! Choose between eight themed brainstorming sessions and
crowdsource solutions to the most vexing challenges facing customer experience and
customer contact today. These were twenty minute rapid fire sessions with four
rotations. First come, first serve, so choose wisely! Each brainstorm group will build
upon the other to build a list of readily operationalized ideas to these common
challenges. 56