Calabrio

MAY 3, 2021

Under David’s guidance, GreenPath in 2012 reorganized its field office structure so all counselors—regardless of location—now operate as part of one, single contact center. One of the most impactful things he’s done while at GreenPath is to integrate all of the company’s regional, standalone counseling centers into one unified contact center.

Contact Center 105

Contact Center Coaching Surveys Accountability 105

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Joe Rawlinson

AUGUST 9, 2017

But 53 percent of customers say they want a totally personalized experience, which they feel is a fair exchange for the personal data they provide while shopping online, a Bazaarvoice survey found. Adding self-service options such as an online knowledge database can boost your customers’ satisfaction with their online experience.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. A 2011 American Express survey indicated more than two in five customers will tell people about a good experience, but three in five tell people about a poor experience.

outsourcing 114

outsourcing Customer Support Feedback Surveys 114

Customer Interactions

JULY 7, 2015

NICE announced today the findings of its annual Consumer Channel Preference Survey. The survey focused on their interactions with providers of financial, telecommunications, travel and hospitality, and healthcare and insurance services.

Surveys 28

Surveys Telecommunications Healthcare 28

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Please download the full report for complete details.

Contact Center 82

Contact Center Call Center Customer Care Surveys 82

Comm100

FEBRUARY 24, 2022

Many surveys have shown consumer preference for live chat over phone and email, and at less than 1/3 the cost of traditional phone support, live chat also makes financial sense for companies using it. . In a survey of over 1000 individuals , 69% said that they judge the quality of CX based on whether they receive a “quick resolution.”.

Education 96

Education Chatbots Wait times Surveys 96

Comm100

FEBRUARY 24, 2022

Many surveys have shown consumer preference for live chat over phone and email, and at less than 1/3 the cost of traditional phone support, live chat also makes financial sense for companies using it. . In a survey of over 1000 individuals , 69% said that they judge the quality of CX based on whether they receive a “quick resolution.”.

Education 19

Education Chatbots Wait times Surveys 19

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. utilizes detailed customer feedback surveys that specifically address levels of customer service satisfaction. “To

Construction 61

Construction Surveys Scripts Feedback 61

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. And even as the company has shifted and changed since their launch in 2012, their mission and values have remained core to who they are, who they hire, and what they do for customers. Last year, we talked about their CSAT survey and marked it as one of our favorite examples.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

VirtualPBX

OCTOBER 8, 2020

Global Legal Post points to a recent survey of the legal industry by Major Lindsey & Africa that says 39 percent of its respondents had already seen a drop in workload. “Mediation can be fully remote, which allows you to further your case while minimizing the strain on local court resources,” the article notes.

Real estate 98

Real estate Transportation Telecommunications Entertainment 98

COPC

MARCH 28, 2017

Below are some of the most interesting results: –Only 31% of corporate survey participants believe they currently offer support in all the channels their customers want to use. The post New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements appeared first on COPC Inc. About the CXMB Series.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. According to the Deloitte survey , it takes about $12k to replace an average call center agent. Additionally, call centers can simply increase productivity with small investments in recognition & reward items.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CX Journey

OCTOBER 12, 2016

It is a modified version of a post that I wrote for CX Journey back in 2012. You might say, " Well, I do an employee satisfaction survey. Stay interviews are a bit different, though, and supplement your annual or semi-annual employee survey. It appeared on their blog on September 5, 2016. Isn't that good enough? "

Surveys 77

Surveys Feedback Customer Service Customer Experience 77

Playvox

OCTOBER 6, 2021

Gen Z (born between 1997 and 2012) 12% of 2025 workforce As digital natives, this generation uses social platforms to connect with others and to build their personal brands and businesses. Conduct regular surveys for a snapshot of employee needs and preferences. Gen Z is often recognized for having a communicative nature. .

Contact Center 75

Contact Center Management Surveys Coaching 75

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. The longest hold time on record lasted five hours, 40 minutes and one second ; in 2012, a customer was placed on hold by Australian Airlines for this jaw-dropping duration. Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.” This is listed by 34% of U.S.

Call Center 85

Call Center Airlines Contact Center Self service 85

Satrix Solutions

APRIL 2, 2018

Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012? The title of “Customer Success Manager” wasn’t ubiquitous back in 2012, but today it’s the third most promising job of 2018 according to LinkedIn. Customer data silos. Inconsistent customer data.

SaaS 60

SaaS B2B Metrics Accountability 60

Kayako

FEBRUARY 16, 2017

Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

SaaS 110

SaaS Self service Best practices Customer Support 110

CSM Magazine

NOVEMBER 24, 2020

Pinoy set up Premium Plus in 2012 with the aim of helping companies with the best possible software tools to be able to serve their clients accurately and efficiently, via any digital and online communication channel. Premium Plus was set up in 2012 and now has over 500 customers in Belgium, France, and the Netherlands.

Chatbots 52

Chatbots Sales Surveys Technology 52

VocalCom

JUNE 16, 2020

One of the key takeaways of 2020 CallMiner Churn survey is that contact center performance drives both loyalty and churn, with 90% of consumers saying they are likely to stay loyal after a positive call center experience, while nearly three quarters (73.7%) were likely to switch after a negative call center experience.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

AskNicely

JULY 26, 2015

If you can show recent feedback, it shows your brand is popular now, not back in 2012. An NPS survey can can achieve response rates over 50% which you can can triage to identify your biggest fans. It’s no secret that customer testimonials are an essential and powerful force for building a high converting landing page.

Surveys 60

Surveys Feedback SaaS Personalization 60

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. And even as the company has shifted and changed since their launch in 2012, their mission and values have remained core to who they are, who they hire, and what they do for customers. Last year, we talked about their CSAT survey and marked it as one of our favorite examples.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

Nicereply

NOVEMBER 21, 2019

Basically, you create a short survey with several options to rate (stars, smileys, thumbs), put a link to that survey in your e-mails and wait for your customers to score you. Since 2012 we have started receiving ratings from our customers. Sure, you hope to get 10 out of 10. Not so fruitful years.

Gamification 75

Gamification Surveys Feedback Customer Support 75

Fonolo

JANUARY 11, 2022

Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results (2012), Renée Evenson. Equipping your contact center with technology like Fonolo’s Voice Call-Backs can help increase your First Call Resolution, reduce call volume, and decrease waiting time.

Call Center 81

Call Center Marketing Management First call resolution 81

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. According to research done by Bersin and Associates (2012), companies with recognition programs have 31 percent lower voluntary turnover than companies that don’t.

Call Center 56

Call Center Gamification Coaching Contact Center 56

Genroe

FEBRUARY 23, 2015

Source : Temkin Group Q2 2012 CX Management Surveys. While customer survey design, analysis, benchmarking and survey processes were all well represented in the responses, one area stood out: how to actually do something with the data. Set up a survey tool (SurveyMonkey, Google Forms, etc.). Send it to customers.

Feedback 55

Feedback Surveys Benchmark Consulting 55

Playvox

JANUARY 13, 2022

As an example, 35% of surveyed CEOs report expanding employee benefits in the last twelve months in an effort to reduce employee churn. . Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Gen Z Has Arrived.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Noble Systems

DECEMBER 18, 2018

A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016. That’s why many companies are turning to gamification to drive behaviors that improve sales effectiveness and achieve world-class status. All of them can be enhanced with gamification.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

CSM Magazine

DECEMBER 10, 2019

Businesses increasingly want a deep understanding of the voice of the customer, but survey fatigue and low engagement are worrying barriers. There will be more transparency in the feedback process, and a rise in conversational surveys to engage and personalise the experience, rather than traditional formats.

Finance 52

Finance Customer centricity Feedback Metrics 52

ijgolding

JANUARY 15, 2016

Since 2012, the Customer Experience Professionals Association (CXPA) has been flying the flag for all those who work in the field of CX. I would hugely appreciate it if you could take two minutes to answer three very simple questions – the results of the survey will be published in a future blog post.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

COPC

SEPTEMBER 25, 2018

The 78-page report, titled Consumer Insights: CX — Understanding Consumer Experiences and Opinions , is based on extensive surveying of more than 30,000 consumers and covers a broad range of customer experience-related topics. Research page. About the CXMB Series. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series.

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Beyond Morale

SEPTEMBER 30, 2013

In a 2012 report released by Kenexa® they stated that the average employee engagement of the six major economies surveyed (U.S., Based on the various reports you review on employee engagement, organizations everywhere are looking for solutions to help improve their employee engagement.

Customer centricity 63

Customer centricity Employee engagement CCNG Construction 63

Comm100

APRIL 22, 2023

Even before COVID-19, distance learning grew around 40 percent from 2012 to 2017. CHAPTER 2 Student Expectations To better understand what today’s students look for in higher education institutions, Comm100 ran a prospective student survey. For a full breakdown of the report’s findings, download the report below. Read more 1.

Education 11

Education Chatbots Surveys Personalization 11

Kayako

JANUARY 5, 2017

Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Customers are taking time out of their busy day and are looking for quick and easy help.

Omni-channel support 47

Omni-channel support Customer Experience Customer Service Multi-channel support 47

Maru Group

FEBRUARY 15, 2021

Meal Kits exploded onto the American food scene in 2012 with the launch of Blue Apron , HelloFresh , and Plated , followed by Home Chef a year later. We used Maru/HUB ’s proprietary panel and surveying tools to get updated insights on consumers responses to this elusive category.

Construction 81

Construction Marketing Education Surveys 81

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Multichannel 40

Multichannel Surveys CRM Consulting 40