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...
