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Surviving Post-Holiday Returns

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect...

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven...
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...
Map Your Customer’s Journey

Design a Service Experience That Differentiates

Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow and...
Slow service

What Causes Slow Service?

Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better...