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...
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...
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...
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...
Executive Talk: JoAnn Morency, NECCF and Commerce Bank
JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at...
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...
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...
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...
Omnichannel: Tracking the Customer Experience
So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...
Analytics in Action: Using VoC Data to Create a Better Experience
Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared...
Omnichannel Strategy: How to Identify and Prioritize Customer Channels
Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to...
First Steps on the Omnichannel Journey
In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel...
