Asking the Right Questions
There are many elements to building strong customer relationships and maximizing your interactions with them. One integral skill needed for this is the ability...
Learning from the Customers
The products and services that customers seek from companies – the features, pricing, delivery, and marketing - continue to change. Along with the technologies,...
Building Connections with Edgy Customers
Today’s consumer customers are edgy, impatient, and anxious.
Perhaps these are signs of the times. What with the aftermath of the COVID-19 pandemic, fear...
A Passion for Customer Engagement
Happy 15th Anniversary to Contact Center Pipeline Magazine
This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine...
Breaking the Cookie Habit
For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer...
Building a Win-Win Customer Strategy
When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where...
Closing the Engagement Capacity Gap
Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to...
Is Your Contact Center Thriving in the “New Normal”?
It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to...
The Secret Sauce for Increasing Customer Happiness
If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of...
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
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
Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
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...
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 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...
