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The ROI of CX: The Impact of Customer Experience on the Bottom Line
The ROI of CX: The Impact of Customer Experience on the Bottom Line The business case for a VoC program comes down to a simple equation: happier customers = increased profits. Making an ROI-based
Posted 25 March 2020
CX Nudge: How to get your stakeholders to want to take action
CX Nudge: How to get your stakeholders to want to take action Confirmit CX Nudge is a CX Engagement Toolkit that supports true business impact. We will focus on showing you how to better
Posted 25 March 2020
Digital Training: Shaping the Future of Your Organisation
Digital Training: Shaping the Future of Your Organisation In the modern age of rapid technological developments, it’s important for businesses to adopt a method of employee training that is
Posted 05 February 2020
Making Workforce Optimisation Sizzle to Deliver Better Customer Experiences
Increasingly, it’s not the products or services that differentiate a company to its customers, but the quality and consistency of the customer experiences it delivers. This helps explain why a
Posted 05 February 2020
The State of Agent Experience and Engagement in today’s Contact Centres
Contact centre leaders know that an effective agent experience strategy and program are essential to providing quality customer service. “It’s the agent’s experience that genuinely
Posted 05 February 2020
The Road to Agent Experience Maturity: A Self-Assessment
Agent satisfaction is vital for customer experience - however, many contact centre leaders are challenged to keep agents motivated and engaged for the long-haul. In recent years, the focus in
Posted 05 February 2020
How contact centres can maximise product and service knowledge among employees
People’s ears prick up when they learn that knowledgeable employees can sell up to 87% more than less knowledgeable colleagues, while 89% of customers get frustrated when they have to repeat
Posted 23 January 2020
Successful Employee Onboarding For Contact Centres
Successful Employee Onboarding For Contact Centres Employee inductions at contact centres can cover organisation structure, HR procedures, health and safety, equipment overviews, job
Posted 15 January 2020
Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations
Engagement in the Always-on Era: How humans and technology work hand-in-hand to meet rising expectations New Verint global study of 34,000+ consumers across 18 countries explores how demand for
Posted 19 June 2019
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