TechSee

JUNE 5, 2018

trillion hours in 2016 — a year-over-year app engagement increase of over 50 percent. An app-sharing solution would enable their frontline agents to access the app via the customer’s screen, and educate the customer in how to use it, effectively facilitating adoption while providing a positive CX. 2 Co-browsing and Visual Support.

Chatbots 116

Chatbots Self service Surveys Technology 116

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

TechSee

MAY 15, 2018

For example, according to Priori data , the global smart lighting market grew 81% between Q2 2016 and Q2 2017 to $101.2M, and the global smart security systems market grew 78% between Q2 2016 and Q2 2017 to $723.8M. The consumer benefits of these segments are clear and with the cost gap closing, demand is likely to further increase.

Marketing 111

Marketing Wireless Entertainment Self service 111

Nicereply

JUNE 17, 2021

Cooleaf is based out of Atlanta and started back in 2016. After some research, the Customer Success and Support team at Cooleaf chose to utilize Nicereply, which integrated with Front and allowed them to seamlessly add the in-signature survey at the bottom of each email. “We Canada, and Europe.

Feedback 105

Feedback SaaS B2B Education 105

ProProfs Blog

AUGUST 21, 2020

You can float surveys across your team members and customers and leverage their valuable feedback for overall improvement. You can also share a Net Promoter Score (NPS) survey to measure the likelihood of your customers or employees referring your business to others. .

Sales 158

Sales Morale Personalization Scripts 158

GetFeedback

JUNE 12, 2019

In 2016, McKinsey and Company reported that even a slight improvement to the buyer’s experience could have up to a three-percentage-point impact on revenue. Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process.

Surveys 79

Surveys Feedback Benchmark Education 79

ProProfs Blog

OCTOBER 31, 2018

educational and entertaining emails, asking for feedback, curated content). BrightLocal’s Local Consumer Review Survey 2017 revealed that some 68% of consumers–higher than the 50% logged in the 2016 survey–said positive customer reviews draw them to do business with a company.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

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. In 2016 we attended SupCon f in New York City and were able to meet with several of our customers while learning more about our industry. Loyal Customer Rate .

Customer retention 125

Customer retention Feedback Surveys Metrics 125

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. Prescriptive analytics isn't just for survey data, though. I originally wrote this post for CXpert. What will companies focus on this year?

Analytics 64

Analytics Surveys Education Customer Experience 64

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

ijgolding

JANUARY 15, 2016

Never before had there been a global body to represent people like me – a group of experienced specialists whose major interest is to continually develop their specialism and educating the business world as to the benefits CX Professionals can bring to the party. that is right….professional professional qualification.

Customer Experience 56

Customer Experience Customer centricity Government Education 56

Jive

AUGUST 9, 2018

In a 2016 NewVoiceMedia survey, 33 percent of customers left a company because they were passed around to multiple agents , and 27 percent left because they couldn’t get an answer. Instead, they invest time and money to train and educate employees about company products. If this happens infrequently, it’s not a serious problem.

Contact Center 75

Contact Center Chatbots Employee engagement Education 75

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.” People are seeking a more balanced, healthy lifestyle.

Customer Experience 88

Customer Experience Surveys Analytics Customer retention 88

Amity

DECEMBER 9, 2016

Using Workplace by Facebook as their corporate communication platform, their support team will post a status update in a group that marketing can leverage to create content aimed at educating and helping more customers at scale. Do you send out NPS surveys? (If — Jeremy A Williams (@jeremyawilliams) October 26, 2016.

Marketing 109

Marketing SaaS Sales Surveys 109

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. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Interaction Metrics

AUGUST 14, 2024

According to a 2016 Accenture study, the cost of customers switching companies due to poor service is $1.6 Lastly, we do a customer service survey to see how customers perceive the company and if the changes and training we’ve implemented are having an impact. Bad customer service hurts companies’ bottom lines—by a lot.

Consulting 62

Consulting Consulting Customer Service Surveys 62

ClearAction

MAY 18, 2017

Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence? 2) Focus on customers’ expectations.

Feedback 54

Feedback Surveys Benchmark B2B 54

Balto

JUNE 23, 2022

We surveyed 567 agents across the United States. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Age Distribution of Survey Participants. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). In terms of education, 37.2%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Avaya

AUGUST 31, 2016

The 2016 Rio Olympics may be over, but the excitement is still palpable. In fact, nearly 60% of CIOs surveyed by IDG this year said that innovation is a top business mandate. Because 75% of CIOs surveyed by Deloitte last year said that digital technologies will significantly impact their business. Think about it: U.S.

Surveys 47

Surveys Healthcare Analytics Education 47

Tenfold - Contact Center Blog

AUGUST 3, 2018

trillion in 2016. One of Forrester’s 2016 surveys shows that 41% of customers expect a response via email within a 6-hour time frame. Also, Software Advice found that 90% of survey respondents had poor experiences requesting customer service on mobile. The US consumer market alone was at $1.5

Best practices 64

Best practices Customer Service Contact center software Self service 64

Connecting the Dots

OCTOBER 29, 2019

A new survey of 115 companies by CCMC and Call Center Pipeline found four important aspects are critical to Voice of the Customer program success. Surveys, complaints and contacts and operational exception and failure data were primary data sources. It may be that. Analysis is best conducted by a committee that meets periodically.

Surveys 48

Surveys Education Analytics Marketing 48

Connecting the Dots

OCTOBER 29, 2019

A new survey of 115 companies by CCMC and Call Center Pipeline found four important aspects are critical to Voice of the Customer program success. Surveys, complaints and contacts and operational exception and failure data were primary data sources. It may be that. Analysis is best conducted by a committee that meets periodically.

Surveys 48

Surveys Education Analytics Marketing 48

Amity

FEBRUARY 9, 2016

Retention is cheaper than acquisition: An Econsultancy survey found that 82 percent of companies agree that retention is cheaper than acquisition. With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year.

SaaS 60

SaaS Customer retention Education Best practices 60

JustCall

JUNE 26, 2020

9 out of 10 global consumers want to text with businesses, but only 48% of businesses are equipped with SMS, s tatistics as reported by Global mobile messaging report 2016. In education - SMS is automated in response to a trigger. SMS Automation for Surveys. Another way SMS can help you boost your sales is through surveys.

Real estate 52

Real estate Education Sales Feedback 52

Fonolo

FEBRUARY 13, 2019

Our favorite chart: Report #2: Contact Center Technology Survey. About: The author surveyed 216 contact center professionals and released this report in July of 2018. About: IDC surveyed more than 400 professionals in customer service and contact center functions. of in 2016; 26.4% For more on this, see here and here.

Contact Center 57

Contact Center Call Center APIs outsourcing 57

VHT

OCTOBER 18, 2018

Chatbots using natural language processing (NLP) can conduct email or text conversations that promote add-on products, offer extended warranties or link to entertaining and educational videos. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. Social Media Customer Care.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

NICE inContact

JULY 7, 2016

Class surveys to capture engagement and quality feedback (even daily surveys for longer term training). This article was originally published June 1, 2016 on ICMI. Taking this one step further you could complete a comprehension assessment every few days after training. Attendance.

Contact Center 49

Contact Center Surveys Feedback Management 49

CX Journey

AUGUST 23, 2016

It was published on their blog on February 23, 2016. Employee engagement is dismally low, hovering around 32%, based on Gallup's recent survey findings. Image courtesy of d.emily13 I originally wrote today's post for Intradiem. The phrase "employee retention" sends shivers down the spines of some folks. And it ought to.

Employee engagement 0

Employee engagement Education Surveys Feedback 0

Education Services Group

OCTOBER 21, 2021

In PwC’s latest annual CEO survey , 36% of CEOs said they are focusing more on productivity through automation and technology – up 124% compared to 2016. The programs and processes a CS CoE develops then become the guidelines for all service delivery and customer-facing teams.

Best practices 52

Best practices Metrics Analytics Enterprise 52

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. 3 Reasons You Don’t Need a Survey to Listen to Customers. Five Ways to Make Your Surveys Matter. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Talkdesk

JUNE 3, 2016

This blog post is an Opentalk 2016 panel recap. In our hiring process, we care less about education and more about volunteerism. We compared survey scores to purchases, specifically in the case of a bad flight. We’re proud of NPS surveys, but we spend an enormous amount of time on emails and social as well.

Feedback 40

Feedback Surveys Education Personalization 40

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. So, how will the bank branch be impacted?

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Comm100

MAY 1, 2018

Here are some of the benefits of educating employees and management on the similarities and differences of the generations that make up the modern workforce. population survey. According to a 2016 Trends in Executive Development report, Baby Boomers are retiring at a rate of as many as 10,000 per day. Baby Boomers.

Management 56

Management Education Surveys Government 56

Branch Mesenger

FEBRUARY 27, 2019

Many of these in-demand jobs don’t need any kind of formal education. workers and 50,000 indirect full-time workers, up from 89,500 direct full-time workers in 2016. Survey: Costco, Trader Joe's are best retailers of 2018 | Via: chicagotribune.com. Cashiers are also in need across the country.

Finance 48

Finance Government Transportation Sales 48

Enghouse Interactive

APRIL 28, 2019

Operational areas that would benefit from automation: scheduling of Agents, secondary agent coverage for back-up, improved self-service ongoing coaching and support, interaction recording and agent evaluation (scoring), and customer satisfaction surveys. Zion Market Research 2016. Dimension Data 2019 report.

Quality management 40

Quality management Management Scripts Call flow 40

C Space

OCTOBER 16, 2020

As early as two months into the pandemic, a survey by CGPR found that home confinement had prompted “an entirely new consumer group [to] discover outdoor experiences for the first time.” Panera, which has been privately held for three years, pledged in 2016 to lower its carbon emissions by 15% per square foot by 2022.

Analytics 40

Analytics Surveys Marketing Education 40

Connecting the Dots

APRIL 21, 2017

The Center for Services Leadership provides leading edge research and education in the science of service. And number 5: “Please give me top scores and all the questions in the after-call survey”, begging for positive reviews. Here we are in 2016 now, the study was done in 2015, and it is only 17%. Click to play: [link].

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48