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First Steps on the Contact Center Omnichannel Journey

First Steps on the Omnichannel Journey

In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel...
Create a Branded Customer Service Experience in Your Call Center

Create a Branded Service Experience

Companies spend millions each year on marketing and advertising to distinguish their products from their competitors. Yet after spending their time and resources to...
Evolving from multi- to omnichannel call centers

Top Challenges When Evolving from Multi- to Omnichannel

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer...

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...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in March

In early March, workforce management topped the charts on the Pipeline blog, with Human Numbers’ Tiffany LaReau blogging live from the SWPP Annual Conference,...
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...
Author Q and A

Author Q&A: Backstage at the Customer Experience

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set...
Mobile Self Service

Empower Customers with Mobile Self-Service

Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Call Center Agent Appreciation

”My Husband Just Died“: What Will Your Agents Do Next?

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...
Map Your Customer’s Journey

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-Experience

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...