CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience Employee engagement CRM Analytics 56

Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio. Are you listening?

Contact Center 59

Contact Center Analytics Technology Enterprise 59

TechSee

APRIL 10, 2018

These new practices rely heavily on technology and its proper integration and implementation, from data handling and advanced analytics to process adjustments, training and more. Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021).

Call Center 139

Call Center Technology outsourcing Self service 139

Contact Center Pipeline

JANUARY 4, 2017

You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact. This is the follow-up to our widely read 2016 report with year-to-year comparisons. […].

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Spearline

MAY 10, 2021

In 2016, only 5% of contact centers had voice biometrics implemented. Poor audio quality could result in inaccurate analytics or, worse still, the inability to utilize the data contained within a call. Implementation of speech analytics can require a significant initial investment.

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

delighted

JUNE 24, 2020

Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]. Start with leadership.

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

C3Centricity

AUGUST 17, 2020

CEI Survey. According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. A 2016 Spencer Stuart survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

HireIQ

MAY 24, 2016

According to its survey of 277 contact center operators, leading analyst firm Strategic Contact concluded that high attrition is the number 1 issue facing them in 2016. Lobor-related issues occupied four of the top ten spots in this survey. Lobor-related issues occupied four of the top ten spots in this survey.

Contact Center 40

Contact Center Coaching Analytics Surveys 40

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

CRM 56

CRM Analytics Sales Self service 56

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 54

Surveys Airlines Feedback Analytics 54

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. Predictive analytics and, more importantly, prescriptive analytics. These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. I originally wrote this post for CXpert. What will companies focus on this year?

Analytics 64

Analytics Surveys Education Customer Experience 64

Win the Customer

FEBRUARY 17, 2018

billion in 2016 to $15.67 Cloud contact centers can also integrate analytics data from all service channels. You can handle all types of communications from a single contact center, including purchase orders, order status inquiries, post-purchase satisfaction surveys and technical support. percent, on track to increase from $5.43

Call Center 93

Call Center Contact Center Cloud contact voip 93

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Employee engagement 40

Clarabridge

SEPTEMBER 1, 2015

According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. However, healthcare insurance providers can also benefit greatly from surveys. They can perform surveys at various touchpoints to ensure that they are seeing the whole picture.

Healthcare 73

Healthcare Education Surveys Feedback 73

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 48

Surveys Airlines Feedback Analytics 48

Lumoa

AUGUST 23, 2021

How to elevate Customer Experience post-covid In a recent survey by Bain and Co. A UJET survey done in early 2020 revealed that “72% of consumers age 18 to 64 said having the ability to text with a live agent in real-time would improve their overall customer service experience.” Efficient analytics can help you change up your form.

Customer Experience 88

Customer Experience Surveys Analytics Customer retention 88

SharpenCX

JUNE 23, 2021

You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). Outline your goals for CSAT surveys and create a survey process.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more). Pre- and post-chat surveys.

Surveys 98

Surveys Marketing Sales Customer Support 98

Lumoa

APRIL 3, 2018

At the same time a NPS survey is simple and short enough for consumers to respond regularly. Net Promoter allows you to switch between your "brand" to "product", if that follows the targets of your survey. That's where text analytics technologies come into play. Net Promoter in a nutshell [infographic].

Benchmark 126

Benchmark Feedback Best practices Metrics 126

aircall

JANUARY 24, 2022

That figure is up by $13 billion from 2016. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . Automated surveys – Send a brief survey out to customers immediately after contact for instant feedback with little effort. Product information and advice.

Call Center 126

Call Center Best practices call center software CRM 126

GetFeedback

JANUARY 8, 2020

” Originally, the team only needed a tool that could handle case closed NPS surveys. So to understand each customer’s unique use case, the Stealthwatch team incorporated GetFeedback surveys into their customer onboarding workflow. The Stealthwatch team have also found GetFeedback to be a great tool for internal surveys.

Surveys 15

Surveys Customer centricity Engineering Feedback 15

Nicereply

JUNE 18, 2020

Customer loyalty rate is calculated through Net Promoter Score (NPS) which is a key performance indicator introduced as a useful alternative to customer satisfaction survey. Sprint deployed predictive and self-learning analytics to identify customers at risk of churn and proactively provided personalized retention offers. What’s more?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

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. Hello Customer is very much in demand among financial institutions, utilities, services and retail chains. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

Clarabridge

NOVEMBER 30, 2016

Surveys, text analytics, data aggregation and analysis—you can find out what is driving employee sentiment just as you do for customers. Executives are already thinking about this; a Gartner survey predicted that 89% of companies would be competing based on customer experience in 2016.

Customer Experience 74

Customer Experience Surveys Feedback Analytics 74

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

CX Journey

MAY 17, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. Have you acquired other companies?

Surveys 63

Surveys Feedback Analytics Metrics 63

CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.

Wait times 98

Wait times Chatbots Enterprise Banking 98

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016. increase in the QA sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. million in 2016 to$1,655.3 Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. When: Today, 23 May 2018. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

PeopleMetrics

AUGUST 7, 2019

2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. A more precise approach to quantifying the ROI impact of closing the loop with those fifty customers is to do a follow-up survey that we call a Full Circle Survey at PeopleMetrics.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. 4 Connected devices will trigger service requests Gartner’s IT predictions for 2016 focus extensively on the rise of the Internet of Things and the growth of personal digital assistants.

Customer Service 49

Customer Service Self service CRM Contact Center 49

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54