Verint CX Automation
How to Transcend Customer Expectations

How to Transcend Customer Expectations

One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the...
How to Clearly Hear Your Customers and Agents

How to Clearly Hear Your Customers and Agents

Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...
Reader Survey

Are we doing our job?

Dear Reader, We know you're busy and we work hard to only send you contact center articles that are truly worth your most precious resource...
Learning from the Customers

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,...
Customer Satisfaction Survey Erosion

Customer Satisfaction Survey Erosion

In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Thankful for Your Customer Feedback Tool?

With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via...
3 Contact Center Technology Tips for Better Assisted Self Service

Getting Closer to the Customer

One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer...
Contact Center Pipeline Blog