DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

COPC

NOVEMBER 3, 2016

According to the latest edition of the CXMB Consumer Survey. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. Each year COPC Inc.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

ShepHyken

NOVEMBER 21, 2016

(Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care. It’s worth it.

Customer Service 298

Customer Service Surveys Marketing Sales 298

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. Global Contact Centre Benchmarking Report, Dimension Data 2017. Bruce Temkin , a customer experience transformist. This is the future of customer service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. Image source: Customer Care Measurement and Consulting.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

Connecting the Dots

JULY 13, 2020

The WSJ highlighted one of the good news findings in this year’s Customer Rage Study: 32% of customers were satisfied, up from 21% in 2017. Complaints must be handled well to ensure brand loyalty; A whopping 66% of those surveyed reported a problem with a product or service in the prior twelve months, up from 56% in 2017.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Connecting the Dots

JULY 13, 2020

By leveraging good science, Scott, along with the CCMC team, has assisted leaders in all industries in strategic investments in customer care that lead to favorable return on investment. Scott’s business partners, Marc Grainer and John Goodman , were involved in the first of its kind 1976 study on customer care.

Customer Care 62

Customer Care Consulting Consulting Call Center 62

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). 82% of customers have left a company because of a bad customer service experience.’ – (Source: Rightnow).

Customer Experience 273

Customer Experience Big data Technology Chatbots 273

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. According to a recent PWC survey, customers value : Speed. Convenience. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

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.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

24-7 InTouch

OCTOBER 21, 2021

In a survey performed by Mckinsey & Company , executives from across the globe indicated that at least 80% of their customer care interactions are digital in nature, which was not the case prior to the pandemic. . Investing in tech solutions can help improve both the customer and employee experience simultaneously.

call center association 52

call center association Call Center Interactive Voice Response Customer Care 52

ShepHyken

MAY 5, 2017

It’s no wonder that customers want to do more by themselves, saving them valuable time, money and effort. adults surveyed expect to get an answer via self-service. Forrester Research reports that 73 percent of customers surveyed last year say the most important thing a company can do to provide good service is value their time.

Self service 203

Self service APIs Surveys Analytics 203

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. So, send out feedback forms to customers monthly and yearly. It is also crucial that you send surveys post-purchases too.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Grupo Noa

DECEMBER 15, 2020

According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability. A firm needs to leverage on that.

call center solutions 52

call center solutions Call Center Contact Center Consulting 52

Interactions

FEBRUARY 20, 2019

Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case? Sources: ¹Base: 4,513 US online adults Source: Forrester Analytics Consumer Technographics® North American Retail And Travel Customer Life Cycle Survey, Q1 2017 (US).

Chatbots 54

Chatbots Analytics Enterprise Surveys 54

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Technology Self service Call Center 116

airespring

APRIL 16, 2018

Recent large-scale mergers and acquisitions are so numerous and dramatic that 2017 could well be called “The Year of the Greatest Telecom Mergers and Acquisitions in History.” If you are a mid-market enterprise, responsive, personalized customer care matters most and it is a scarce commodity in the post-merger environment.

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

airespring

APRIL 16, 2018

Recent large-scale mergers and acquisitions are so numerous and dramatic that 2017 could well be called “The Year of the Greatest Telecom Mergers and Acquisitions in History.” If you are a mid-market enterprise, responsive, personalized customer care matters most and it is a scarce commodity in the post-merger environment.

Telecommunications 48

Telecommunications Healthcare Enterprise Engineering 48

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. Step 2: Find out which channels customers want and, just as important, what capabilities they expect out of those channels.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

DMG Consulting

MAY 25, 2018

million in 2017. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

DMG Consulting

JUNE 12, 2019

compared to 2017. higher in 2018 than 2017, increasing by $200.1 While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers. million to $1,855.2

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Grupo Noa

JUNE 1, 2018

According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability. A firm needs to leverage on that.

call center solutions 40

call center solutions Call Center Contact Center Consulting 40

TechSee

APRIL 3, 2018

Churn refers to the percentage of customer attrition over a specific period of time. The churn rate is calculated by dividing the number of customers lost by the total number of customers. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

C3Centricity

DECEMBER 3, 2018

Here are just a few of the most noteworthy numbers I found during my research online; if you are still not sure it’s worth it this data will convince you: 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Source: CEI Survey).

Big data 59

Big data B2C Marketing CRM 59

Connecting the Dots

JUNE 26, 2020

The first study to quantify this non-complaining behavior was conducted for the White House Office of Consumer Affairs in 1976, a study that instigated the use of 800 numbers for customer service and institutions such as the GE Answer Center and toll-free support centers. Quantify the multiplier for your main product using a simple survey.

Finance 62

Finance Surveys Marketing Sales 62

Connecting the Dots

JUNE 26, 2020

The first study to quantify this non-complaining behavior was conducted for the White House Office of Consumer Affairs in 1976, a study that instigated the use of 800 numbers for customer service and institutions such as the GE Answer Center and toll-free support centers. More customers have problems and greater rage than in 2017-.

Finance 62

Finance Surveys Marketing Sales 62

Verint

JULY 31, 2017

Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, local branch visit, online survey) are the foundations for today’s VoC strategy planning. Management creates a monthly report on the survey results and shares them with each agent. YoY since 2015).

Surveys 28

Surveys Analytics Healthcare Feedback 28

CSM Magazine

JANUARY 19, 2018

Wireless Customer Care Full-Service Performance Study—Volume 1 and the 2018 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 1 are redesigned this year to provide deeper insight into assisted care and unassisted care customer service channels. The segment average is 779. The 2018 U.S.

Wireless 49

Wireless Customer Service Telecommunications Customer Care 49

Aspect

FEBRUARY 12, 2018

While the two aren’t mutually exclusive – although many low-cost companies have suffered their fair share of complaints about service lately, such as Ryanair – their huge global study of Net Promoter Scores did show that four in five people are willing to pay more for a better customer experience. But why is this?

Self service 51

Self service Customer Care Surveys Customer Experience 51

Taylor Reach Group

OCTOBER 3, 2017

We all have heard that Customer Satisfaction is important and of high value to the business. What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. and “What was the overall value of customer satisfaction for this business?”

Advertising 50

Advertising Surveys Customer centricity Consulting 50