Tag: customer engagement

If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of...

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How...

When it comes to brands, millennials are not lacking for options. The first generation raised on digital tools, the ability to research and choose...

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...

While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government...

Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part...

Ernst & Young’s study, The Digitisation of Everything: How Organisations Must Adapt to Changing Consumer Behaviour, sheds some light on a key challenge that...

Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday...

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...