Tag: customer engagement
Contact Center Pipeline Magazine: Inside Our November 2020 Issue
Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...
The New Digital Customer Engagement for the New (Ab)Normal
COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally....
Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
Verint CEO:
Dan Bodner, President, CEO and Chairman of the Board When Founded:
1994. We just celebrated our 25th year. Describe your company:
As...
Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
WFMSG (The Workforce Management Software Group) CEO/Co-Founders:
Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded:
2005 Describe your company:...
Executive Interview with LogMeIn’s Ryan Lester
We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...
The Secret Sauce for Increasing Customer Happiness
If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of...
The Value of Communities
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...
Top 5 Posts in September
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...
What Does Proactive Customer Engagement Feel Like?
Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How...
3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers
When it comes to brands, millennials are not lacking for options. The first generation raised on digital tools, the ability to research and choose...
The Cold Shoulder of Customer Care
Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
Contact Center Pipeline Magazine: Inside Our February 2017 Issue
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...
Digital Native Citizens Demand More From Government Centers
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...
Human Touch Still Preferred for Customer Service
Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part...
Increased Transparency Puts the Consumer in Control
Ernst & Young’s study, The Digitisation of Everything: How Organisations Must Adapt to Changing Consumer Behaviour, sheds some light on a key challenge that...
From Customer Experience to Customer Engagement
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...
Map Your Customer’s Journey
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...
Co-Create an Experience that Customers Value
What is often missing during the development of the customer experience strategy is the main element: the customer. Making assumptions about what customers value...
