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Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that...
How to Make Your Contact Center Digital Transformation a Success

How to Make Your Contact Center Digital Transformation a Success

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...
The Ball is in Your Court

The Ball Is in Your Court

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....

Would You Do That to Your Mother?

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...

Inside View: Nate Brown, UL EHS Sustainability

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...

CX Satisfaction Starts with Your Brand Advocates

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...
QA in an Omnichannel World

QA in an Omnichannel World

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...
Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...
Customer Experience Can Drive Topline and Bottomline Growth

How Customer Experience Can Drive Topline and Bottomline Growth

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
Call-Center-Inside-View-Feature

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...
Reaching Millennials Through Authentic Omnichannel Experiences

Reaching Millennials Through Authentic Omnichannel Experiences

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...
The Secret Sauce for Increasing Customer Happiness

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...
Personalized Omnichannel Customer Experience

Delivering a Personalized, Effortless, Connected CX

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
Contact Center Customers Want Out!

Lost in the Labyrinth… Customers Want Out!

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is...
Leveraging Digital Channels, Part 1

Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of...
Agent Engagement and the Customer Experience

Agent Engagement and the Customer Experience

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high...