Verint CX Automation
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Inside View: Kayla Adair, DiCentral Corporation

A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make every aspect of the customer journey possible. Although their work...
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Inside View: Carbonite

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance,...
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Inside View: TCL North America

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United...
Inside View: Suzette Robinette, Hiway Federal Credit Union

Inside View: Suzette Robinette, Hiway Federal Credit Union

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on using automation to deflect customer calls, many credit unions still...
Inside View November PFS

Inside View: PFS

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during the coronavirus pandemic shutdown. Also, like many companies, the global...

Inside View: Michael Rotter, Aerotek

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high rate of turnover and it is easy to see why...

Inside View: Annette Franz, CCXP

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a...
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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 why travel can typically be found at the top of...
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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 and providers to ensure that guests feel welcome and comfortable,...
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Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind. CARiD is working to change that. The...
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Inside View: DAT Solutions

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that prides itself on delivering value to customers. “Customers for Life”...
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Inside View: Manuel Felix, Listen Up Español

Comic book legend Stan Lee described a superhero as someone who possesses an exceptional power and uses it to accomplish good deeds. While Lee’s characters may have been fictional, in the contact center world,...
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Inside View: Pacific Life

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes in the market and evolving customer expectations than Pacific Life’s...
Inside View Gopher Sport Contact Center

Inside View: Gopher Sport

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation for exceptional customer service. As a leading supplier of sports,...
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Inside View: VF Imagewear

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence how you perceive the business or official with whom you’re...
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Inside View: MOO

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet superior design and a world-class experience via the web. The...
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to a strong mission that employees can rally around. Also critical...
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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 just “good enough,” and should not spend the effort or...
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Inside View: Cassidy Klundt, Sitel

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and stretch to attain ever higher personal and professional goals. Add...
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Inside View: Garden City Group

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work,...