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The Value of Communities

The Value of Communities

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...
Proactive Customer Engagement Tips

What Does Proactive Customer Engagement Feel Like?

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How...
3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

When it comes to brands, millennials are not lacking for options. The first generation raised on digital tools, the ability to research and choose...
The Cold Shoulder of Customer Care

The Cold Shoulder of Customer Care

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
Contact Center Pipeline Magazine Inside Our February 2017 Issue

Contact Center Pipeline Magazine: Inside Our February 2017 Issue

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...
Supporting Digital Natives in the Contact Center

Digital Native Citizens Demand More From Government Centers

While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government...
Supporting Digital Natives in the Contact Center

Human Touch Still Preferred for Customer Service

Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part...
Increased Consumer Review Transparency Puts the Consumer in Control

Increased Transparency Puts the Consumer in Control

Ernst & Young’s study, The Digitisation of Everything: How Organisations Must Adapt to Changing Consumer Behaviour, sheds some light on a key challenge that...

From Customer Experience to Customer Engagement

Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday...
Map Your Customer’s Journey

Map Your Customer’s Journey

Today’s customers own multiple technology devices and use them to interact with companies and brands like never before. People’s preference for—and reliance on—technology to...
Co-Create-Experience

Co-Create an Experience that Customers Value

What is often missing during the development of the customer experience strategy is the main element: the customer. Making assumptions about what customers value...