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Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor Forum.video

Executive Talk: Michael Pace, Pace of Service

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...
Contact Center Executive Outlook 2020 Feature

Contact Center Executive Outlook on 2020 and Beyond

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...
Face the Music - Call Yourself

Face the Music… Call Yourself!

According to TheFreeDictionary.com, “face the music” means to “confront unpleasantness, especially the consequences of one’s errors.” The precise origin of this idiom has been...
Evolving from multi- to omnichannel call centers

Top Challenges When Evolving from Multi- to Omnichannel

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer...
Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
Call-Center-Inside-View-Feature

Inside View: HomeServe USA

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...
7 Steps to Superior CX

7 Steps to Superior CX

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...
On the Road to Customer-Centricity in the Contact Center

Where Is Your Company On the Road to Customer-Centricity?

In recent years, a growing number of organizations have demonstrated progress toward becoming more customer-centric. For some, the transformation that began as conversations in...
Create a Branded Customer Service Experience in Your Call Center

Create a Branded Service Experience

Companies spend millions each year on marketing and advertising to distinguish their products from their competitors. Yet after spending their time and resources to...

Inside View: Nate Brown, UL EHS Sustainability

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...
Look Beyond Post Call Surveys to Measure Customer Experience across Multiple Touchpoints

Look Beyond Surveys to Measure Customer Experience

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that...

Customer Experience… Mystery, Myth, Mission or Magic?

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...