SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Verint

JUNE 29, 2017

The latest enhancements to the Verint Employee Engagement and Engagement Channels suites are based on feedback from our customers and the changing needs of the marketplace. Following are three customer examples of where these advancements are well underway. Global Warranty Company.

Customer Service 31

Customer Service Insurance Employee Engagement Contact Center 31

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. 2) Make the Case : At Qualtrics, we take pride in customer obsession. Confirmit. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Verint

DECEMBER 12, 2017

Contact center teams have been evaluating call recordings for quality for years now. What is different today is that organizations that embrace automation can potentially leapfrog their competitors and dramatically improve how work is done in their contact centers.

Contact Center 30

Contact Center Call Recording Resources Technology 30

Verint

MAY 16, 2017

Over the past few years, KM customers and prospects have increasingly asked Verint to help them define, deliver and measure KM value. This corresponds with a subtle shift in the customer service industry as a whole—a gradual yet significant transition from viewing the contact center as a cost center to a strategic enabler.

Contact Center 42

Contact Center Management Average Handle Time Measurement 42

Verint

AUGUST 18, 2017

It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. See how Humana has put Verint to work to help its members thrive.

Customer Service 42

Customer Service Healthcare Contact Center Analytics 42

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Verint

MAY 16, 2017

Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.

Customer Service 37

Customer Service Contact Center Engagement Customers 37

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

FEBRUARY 15, 2018

If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them. In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter.

Contact Center 26

Contact Center Average Handle Time Customer Journeys Customers 26

Verint

APRIL 23, 2018

The $695 conference rate has been extended through April 27, so register today to secure your spot—and to sign up for a free subscription to Contact Center Pipeline ! Just download the conference justification memo that you can easily customize. There’s still time to register!

Engagement 31

Engagement Conference Contact Center Hotels 31

Verint

DECEMBER 13, 2017

When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed. Increase Employee Engagement by Providing Transparency. helping your organization to create a better customer experience.

Average Handle Time 26

Average Handle Time First Call Resolution Employee Engagement Software 26

Verint

NOVEMBER 1, 2017

Join Jacobs and Emenecker as they discuss automated quality management and their insights into these five important questions to be addressed live during the webinar: How can you communicate the benefits of automation to your employees? Should all recorded calls be autoscored? Should manual evaluations still be conducted?

Data 26

Data Employee Engagement Groups Technology 26

Verint

OCTOBER 11, 2017

Similarly, rare or unusual issues may not have occurred often enough for the contact center to be aware of them, so answers may only exist in the online community. As a result, there are many situations when an emerging issue is answered by a community member before a formal knowledge base article has been published on the topic.

Self Service 27

Self Service Management Knowledge Base Contact Center 27

Verint

JANUARY 16, 2018

The bottom line is that AQM provides the ideal method of fairly and consistently measuring an agent’s performance, enabling organizations to quickly implement changes in methodology, train agents when needed, and optimize customer interactions, ultimately leading to improved satisfaction and greater employee engagement.

Customer Engagement 34

Customer Engagement Engagement Effort Score e-support 34

Verint

MARCH 27, 2018

The Engage18: Global Customer Conference will also boast more than 70 conference sessions—each one designed to provide attendees with the knowledge, tips and solutions that will help lay a path for their company's customer and employee engagement success. Click here.

Engagement 22

Engagement Conference Sports Employee Engagement 22

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. The contact center is often just the start of the customer’s journey. Empower Your Employees with More Data, More Automation. November 9; Online Webinar. November 15; Online Webinar.

Self Service 6

Self Service Contact Center Engagement Groups 6

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot.

Conference 36

Conference Engagement Entertainment Hotels 36

Verint

APRIL 24, 2018

Engage18: On The Inside. Most parents would agree that the average four- to five-year-old has a mind filled with questions. They aren’t afraid to ‘let them loose,’ as the saying goes. Most children are also not afraid to get involved in activities.

Engagement 27

Engagement Conference Customer Engagement Self Service 27

Verint

APRIL 17, 2018

Engage18: On The Inside. It stands 30 feet high. At night, the massive 72 white pre-cast columns provide the mind’s eye with the creative illusion that they’re floating, seemingly, on nothing but the light that supports them. It came into existence, June 24, 1970, with one purpose. To pay tribute to a man. A President.

Conference 26

Conference Culture Self Service Contact Center 26

Verint

APRIL 10, 2018

You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in the Big D, May 14-17. Engage18: On The Inside. Don’t have cowboy or cowgirl roots? That’s okay. Here are five ideas to try on for size. High-step it on over to the Cowtown Coliseum and stroll down the street the Coliseum lives on.

Conference 26

Conference Retail Connections Contact Center 26

Verint

MAY 1, 2018

It is home to coffee cafés, restaurants, visual arts centers and a wide range of performing arts centers, including the AT&T Performing Arts Center and the Dallas Opera. Engage18: On The Inside. The Dallas Arts District. The Dallas Arts District is considered to be the largest thriving urban arts district in the nation.

Conference 24

Conference Culture Self Service Engagement 24

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22