CX Journey

MAY 20, 2015

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. We know this much: unstructured data comes from a variety of sources, i.e., customer feedback (surveys, etc.),

Analytics 64

Analytics Surveys Call Center Feedback 64

ClearAction

JANUARY 14, 2015

Therefore, surveys of B2B practices may understate the actual work being done. In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media.

Customer Experience 97

Customer Experience B2B Management B2C 97

TechSee

DECEMBER 5, 2017

Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?”

Contact Center 116

Contact Center Technology Self service Call Center 116

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

SaaS 98

SaaS B2B Feedback Enterprise 98

Callminer

AUGUST 1, 2017

Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. With built-in analytics and reports, managers can track agent performance to improve effectiveness all around. According to the Deloitte survey , it takes about $12k to replace an average call center agent.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Can this gap continue indefinitely? Probably not. customer listening posts).

Customer Experience 105

Customer Experience Government Surveys Management 105

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. ” Originally, the team only needed a tool that could handle case closed NPS surveys. It started with a survey that asked new customers their top priority use cases for Stealthwatch. ” said David. .

Surveys 15

Surveys Customer centricity Engineering Feedback 15

Eptica

AUGUST 21, 2019

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. Mirroring this, 83% of contact centers surveyed by Contact Babel said that they expected chat usage to increase over the next 12 months – the highest growth for any channel.

Advertising 66

Advertising Best practices Upselling Analytics 66

Connecting the Dots

AUGUST 1, 2015

Gerry Katz states in his December 2013 Quirks article that some analysts have hijacked the term voice of the customer by completely misusing it. 1 McInnes and Carroll introduce enterprise feedback management and define it primarily as surveys, complaints and social media inputs. Are they the same or, if not, how do they differ?

Big data 62

Big data Consulting Consulting Enterprise 62

CSM Magazine

DECEMBER 1, 2021

Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ Flexibility – when Calabrio surveyed more than 250 contact centre professionals recently, after higher pay (55%) the thing agents wanted most was flexibility (34%). Aim for: 1.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Taylor Reach Group

JULY 6, 2018

million complaints logged in 2013. (NY Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. of those surveyed operate in a cloud Contact Center, this only tells half of the story. Interaction Analysis: The Take-Up of Interaction Analytics Is Expected to Rise.

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

NICE inContact

SEPTEMBER 30, 2019

Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. It’s also important to empower agents with the right tools to manage and track their own analytics in real-time from home. Myth #1: Remote work decreases productivity and increases attrition.

Contact Center 54

Contact Center Gamification Call Center call center software 54

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Voxjar

JUNE 8, 2021

While Voxjar offers an end-to-end Speech Analytics QA solution and are confident that we can help you solve your call monitoring needs, we believe that you should explore the entire landscape before making a decision. Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction.

Call Center 51

Call Center Analytics Enterprise Sales 51

CSM Magazine

JULY 28, 2015

The Philippine’s BPO sector is the fastest growing industry in the country with 900,000 Filipinos employed full time in 2013 providing an estimated 1.3M Customer Satisfaction Surveys. Always move a live call into a mobile C-SAT survey that can be completed at the customer’s convenience. new jobs in the IT / BPO sector by 2016.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% You can learn about your customer experience by conducting research, surveys, and focus groups. Around 17 % of our survey respondents hate repeating themselves when they have an issue with a business. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

Hello Customer

MAY 17, 2020

The Hello Customer technology is based upon simple open feedback surveys to which linguistic algorithms and artificial intelligence are applied. As European first-mover, the fund invests since 2013 into a new generation of B2B software companies which enable the digitalization of medium and large enterprises.

SaaS 52

SaaS B2B Feedback Enterprise 52

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Speech Analytics. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Technology has come a long way since 2013 when CEB published the book.

Coaching 72

Coaching Banking Customer effort Wireless 72

aircall

MARCH 19, 2021

In 2013, Adobe had reported that people were able to hack their system. 52% of surveyed sales leaders around the world say that they are losing revenue because of the shortcomings of their CRM system, such as its inaccessibility to all parts of the organization and inability to predict churn. All Customer Data in One Phone.

Sales 62

Sales CRM Marketing Best practices 62

Tethr

MAY 22, 2019

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. Technology has come a long way since 2013 when CEB published the book.

Wireless 67

Wireless Coaching Banking Accountability 67

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. You can achieve this by expanding your content marketing capabilities, enhancing the customer experience across different channels, and investing in technologies that provide in-depth customer analytics.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

Customer Interactions

AUGUST 1, 2014

Now that 2013 is in the rear view mirror, some would say it’s still a lofty goal, even though progress has been made. 2013), 28% of PSAP surveyed are running or planning to run critical and non-critical apps in the cloud. So what of Public Safety? According to a recent research by Stratus Technologies (Nov.

Telecommunications 33

Telecommunications voip Government SaaS 33

SmartKarrot

SEPTEMBER 18, 2020

Panorama Education, a data analytics company, focuses on surveys that measure school climate, teacher engagement, student satisfaction and other aspects in K-12 schools. The team designs the surveys (which can be taken securely via mobile) and administers them. Panorama Education. Location: Boston. Accredible. Open Sesame.

SaaS 21

SaaS Education Coaching Healthcare 21

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. Adoption of journey-based approaches like journey management, journey analytics, and customer journey orchestration also continues to grow.

Education 40

Education Metrics Marketing Journey mapping 40

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Is it the Voice Channel You’re Looking for? of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

MAY 13, 2020

Similarly, a study focused on branded mobile phones by Kim, Lin & Sung, 2013 noticed that most of the tech products incorporated at least one of the seven Engagement Attributes: Control; Customization; Vividness; Multi platforming; Motivation; Feedback; Novelty. What is missing in the solution above?

SaaS 10

SaaS Upselling Analytics Metrics 10

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. A ccording to a recent survey from travel search engine KAYAK, travel ranks among the top reasons Americans want to learn another language.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

C Space

AUGUST 7, 2018

At Starbucks’ 2013 company meeting, he effectively opined that shareholders and customers who didn’t support same-sex marriage should feel free to sell their shares in the company. Gen Z demands diversity and social responsibility. Their research looked specifically at the role of activist CEOs in the move toward greater sustainability.

Advertising 40

Advertising Education Analytics Surveys 40

JustCall

APRIL 20, 2023

Features You should select an application that has basic features such as: Call recording Call routing Analytics Integration with other business software, etc. Real-time dashboard – Monitor agents’ performance using real-time dashboards and performance analytics. 1 number is included in each plan.

voip 52

voip CRM call center software Interactive Voice Response 52