Verint
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...
Ian Stokol, CCXP Inside View

Inside View: Ian Stokol, CCXP

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and...
Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor Forum.

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...

Would You Do That to Your Mother?

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Indicators Influencing FCR Performance

Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements...
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...
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...
Map Your Customer’s Journey

Design a Service Experience That Differentiates

Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow 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...

Results-Focused Leadership: The Catalyst for CX Transformation

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...
Call-Center-Inside-View-Feature

Inside View: Travelzoo

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...
Call-Center-Inside-View-Feature

Inside View: UPMC Health Plan

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...
Using Customer Journey Mapping to Collect Customer Service Feedback

Customer Experience: Collecting Meaningful Feedback

As many of the discussions at Engage 2015, Verint's Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really...
Create a Branded Customer Service Experience in Your Call Center

Defining the Branded Experience

How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions...
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...
Contact Center Digital Strategies Driven by Customer Experience

Digital Strategies Driven by Customer Experience

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...
Don't Equate Silence with Satisfaction

Don’t Equate Silence with Satisfaction

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
First Steps on the Contact Center Omnichannel Journey

Omnichannel Strategy: Start with the Right Internal Resources

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that...
Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that...
Define customer interactions that impact customer satisfaction in the contact center

Define the Moments of Truth That Impact Customer Satisfaction

Once you begin to form a more holistic view of the customer’s journey, you can define the interactions that truly impact the customer experience—which...