Verint CX Automation
promoting a culture of attendance

10 Common Retention Mistakes

Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal client of a certain roadside assistance program. However, my new...
Engaging the C-Wing

How to Improve Your Center’s Loyalty and Retention Rates

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that...

Seven Ideas to Deliver a Great Customer Experience During a Recession

Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting or production quality. However, your team has an outsized impact...
Opportunities for Contact Centers

Opportunities for Contact Centers

The opening months of 2023 were gloomy with a tightening job market and a slowdown in business activity fueling fears of a recession. Organizations across nearly every industry have been focused on increasing...
Platinum Service

What Comes First: Platinum Status or Platinum Service?

I travel often, and so I am generally at one of the highest status levels for the airline I fly, the hotel where I sleep, or the rental car that I drive. Occasionally, though,...
Contact Center Pipeline Blog