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Entries Tagged ‘first call resolution’

The Intelligent Contact Center in Action

The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers? For one home repair and maintenance provider, intelligent service centered around connected systems. Through extensive […]


VWR International Puts Verint Enterprise Feedback Management to Work

As a global laboratory supply and distribution company, VWR needed a platform to capture, collect and analyze customer feedback. To better capture the voice of the customer, the company selected Verint Enterprise Feedback Management (EFM)—through which the company has been able to identify areas of improvement, assess training needs, and hold agents responsible to a […]


7 Areas to Consider for Your Voice of the Customer Strategy

Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty. Organizations that elevate and improve these areas can potentially realize powerful benefits including improved customer loyalty, reduced customer churn and deep insights into customer behavior.  Last week I interviewed the Director of Customer Insights […]


Desktop Process Analytics: The Overlooked Overachiever

I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?” Then I realized that the title had so many characters that it would pretty much exclude me from Tweeting about it, so I decided to back off […]