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Are you following these mobility best practices for better customer engagement?

November 14, 2017

 

 

Customer experience management (CXM) and customer engagement programs are all about ensuring your customers are delighted with your products and services.

 

Researchers continue to report that companies investing in CXM regularly outperform the average business.

 

Customers want it to be simple... how are you doing that?

October 5, 2017

 

 One of the most effective ways to keep customers happy is to keep it simple.

 

Survey after survey shows that a simple, straight-forward experience with your company results in happier customers with greater loyalty.

Gain visibility into customer insights

July 6, 2017

Winning and keeping customers gets a lot easier with the right information.

How much contact is there between your sales team and target prospects? How many interactions does it take to win a deal?

 How often do customers call for assistance with your product or service? How quickly are such issues resolved?

Are you delivering the best customer experience?

June 28, 2017

There are many facets to the customer experience. But consumer surveys and analysis show that a handful of factors have great weight: 

Mobile Customer Engagement solutions with Verint highlighted at Engage 2017

May 31, 2017

Our partnership with Verint delivering mobilized customer engagement solutions was highlighted in a presentation at the Verint Engage 2017 Global Customer Conference in May.

The Verint customer conference focused on how companies can improve customer engagement and the customer experience.

Our Chief Sales Officer Brandon Larson delivered a presentation at the conference highlighting how mobile...

How are employee mobile habits affecting your quality assurance visibility?

May 25, 2017

Most of your employees these days are carrying their own mobile phones. If these devices end up being used for work calls, do you know if the communications on them meet your customer care quality standards?

The latest statistics show that far more people in the typical workplace are likely to have a mobile phone than not. For example, personal mobile phone penetration in the US now is 95%,...

Is your customer engagement quality program missing mobile?

May 23, 2017

If your business involves communicating with customers using a contact center, then customer engagement quality is very likely at the top of your important success metrics.

Yet many companies continue to operate contact center quality programs that ignored the most common communications device in today’s companies: the mobile phone.

The Customer Experience Blind Spot

May 4, 2017

Customer experience has never been more important.

Surveys show that a single bad experience will lead more than 50% of customers to switch to a competing brand.

Companies know this and are using their contact center quality as a differentiator and a way to beat the competition. 

Pro Tip: Contact Center Productivity Features Your Agents Need Now

April 25, 2017

How well your contact center agents perform can be a make-or-break aspect of your company.

It can mean the difference between a profitable customer relationship and a customer who defects to the competition.

This is why so much research and thought have gone into improving the customer experience over the past decade. 

Can you afford bad customer service?

April 24, 2017

The business world is still buzzing about the PR fallout from United Airlines’ recent removal of a passenger from one of its flights. Fortune and The Wall Street Journal reported this week that United’s corporate clients are pressuring the company to improve its customer service.

But most customer service issues never explode across the headlines like United’s has. 

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