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%,...
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.
Customer experience has never been more important.
Companies know this and are using their contact center quality as a differentiator and a way to beat the competition.
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.
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.
The customer journey is the route your customer takes as they engage with you and your products or services.
Employees are the “face” of your business. The quality of the interaction between them and your customers has a profound impact on customer satisfaction, retention and repeat business.
That’s why customer engagement quality programs have gained so much traction in recent years.
And it is also why the announcement of our expanded partnership with Verint is attracting a lot of attention.
The contact center is an essential part of any large consumer-facing organization. That’s why we’re excited about our expanding partnership with Verint to deliver mobile communications that support optimized customer engagement including your contact centers. You can see more about these new solutions at Enterprise Connect in Orlando this week.
Two critical customer engagement technology trends came together this month with our announcement of our expanding partnership with Verint.
With Verint’s Customer Engagement Optimization, you and your customers can achieve better outcomes with less effort, and your organization can enhance loyalty, increase revenue, improve efficiency, and reduce risk.
Mobile devices have turbo-charged company productivity.
We’ve all seen the benefits. By improving employee reach and responsiveness, mobility has become a key business strategy.
October 11, 2021