Hello Customer

MAY 19, 2021

We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Yet, these centers often don’t get the attention and recognition they deserve. Contact centers are often seen as a cost center, something you need to have as an organization.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Supporting Customer Engagement as Channel Preferences Evolve.

Contact Center 52

Contact Center Competitive Advantage Employee Engagement Analytics 52

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Natalie Petouhof

JANUARY 28, 2021

Employee attrition is easier to spot, especially in the contact center. ” Employees may show up for the paycheck, but who wants half-engaged employees? Poor experiences happen every day in nearly every contact center or customer experience center – why? Why is that?

Employee Experience 59

Employee Experience Customer Experience Competitive Advantage Contact Center 59