Sat.Aug 26, 2017 - Fri.Sep 01, 2017

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10 trends changing customer expectations

Vonage

We can post something on social media and get instant feedback from friends. Consumers expect data to be at companies’ fingertips – from accurate stock information to delivery dates and customer records. While 24/7 call centers may not be possible, consumers expect longer opening hours and weekend support.

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Make an Impact with Your Voice of the Customer Program

Verint

More traditional tools such as surveys and feedback mechanisms only go so far in the digital world. Brands must think differently to evolve how they approach capturing, analyzing and acting on customer feedback. Processes—Developing processes to close the loop on feedback and address issues. But what should your program include?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.