Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 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.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Beyond Philosophy

JANUARY 31, 2018

But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. As a result, much of the surveying is about employee happiness, meaningful work, commitment to company goals, and effective effort. Employee life cycle.

Surveys 170

Surveys Enterprise Consulting Consulting 170

ShepHyken

MAY 8, 2017

Based on insights from consumer surveys, there has never been a greater opportunity to redefine the customer experience, across marketing, sales and service. The post 5 Top Customer Service Articles For the Week of May 8, 2017 appeared first on Shep Hyken. 14 Customer Experience Stats That Just Might Blow Your Mind by Joanna Beerman.

Customer Service 204

Customer Service Airlines B2B Marketing 204

Customer Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. To examine this link, we surveyed 800 IT decision-makers from large North American firms, asking about their relationships with their technology providers. We also compared overall results to our benchmarks from the previous five years.

Benchmark 89

Benchmark B2B Surveys Feedback 89

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

Customer Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. Only one out of five companies earned at least Read More.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

GetFeedback

NOVEMBER 20, 2018

Why the average customer satisfaction survey doesn’t work. If you’ve ever taken a customer satisfaction survey, odds are it looked something like this: . For a long time, companies have used periodic, generic surveys to gauge how happy their customers are. You may not have even considered it a survey.

Surveys 102

Surveys CRM Feedback Airlines 102

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” The post 5 Top Customer Service Articles For the Week of January 23, 2017 appeared first on Shep Hyken. (Forbes) We know great CX drives revenue. My Comment: Focusing on CX doesn’t cost.

Customer Service 149

Customer Service Self service Customer retention B2B 149

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. 7 November 2017. 30% of U.S.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

ProProfs Blog

FEBRUARY 1, 2019

Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Use the following tips to maximize your use of social media through customer surveys : Create New Trends Through Audience Engagement. Most consumer surveys are written keeping in mind a specific goal.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. Trends like chatbots in the contact center was a common theme for 2017, but this blog dives into a new technology: Robotic Process Automation. The post A Look Back on 2017 appeared first on Aspect Blogs.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge.

Surveys 72

Surveys Marketing Benchmark Best practices 72

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. www.warc.com 4 December 2017. 28 November 2017. 23 November 2017. 4 December 2017. <

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Along with the four write-ins, thirty-seven unique goals were identified in the survey results. What’s New in 2017? By Donna Fluss.

Contact Center 48

Contact Center Customer retention Self service Analytics 48

Customer Experience Matters

JULY 31, 2017

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. consumers and 5,000 UK consumers about their experiences with companies.

Metrics 40

Metrics Surveys Feedback 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

Customer Experience Matters

JULY 17, 2017

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

Metrics 40

Metrics Surveys Customer Experience 40

AskNicely

NOVEMBER 28, 2017

This allows you to set up NPS surveys or other customer feedback engagement outreach, segment by any custom field and automatically send at the cadence of your choice. Similarly to our wildly popular Slack integration, Salesforce users can now automatically send Net Promoter Score survey responses into their organizations Chatter feed.

Accountability 60

Accountability Feedback Surveys Management 60

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. Ready for 2017 and beyond?

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Customer Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Surveys 53

Surveys Benchmark Customer Experience 53

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

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

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. When: Today, 18 October 2017. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021. Mature sector with substantial opportunity.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.

Consulting 48

Consulting Consulting Virtual Agent Marketing 48

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. The post Artificial Intelligence in 2017: the Next Step for Enterprises? appeared first on Avaya Connected Blog.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

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

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Interaction Metrics

JULY 21, 2020

Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator. So, it appears customer experience has advanced as a discipline and closed-loop surveys are increasingly popular. ” Closed-Loop Surveys are for ALL Companies. basically a C grade.

Surveys 62

Surveys Feedback B2B Metrics 62

ConvergeOne

DECEMBER 12, 2023

A 2017 IBM study showed that 41 percent of consumers surveyed switched carriers because their current one couldn’t meet their changing needs. Everyone is chiming in about telematics, automated cars, Insuretech, “insurance as a service” platforms, you name it.

APIs 108

APIs Enterprise Surveys Technology 108

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. When: Today, 7 June 2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Beyond Philosophy

MARCH 20, 2017

Forrester Research declares 2017 the year that businesses become customer-obsessed. According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. I have just read a great new book called Value-ology Palgrave McMillan, 2017. So what is the secret?

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Contact Center Geek

OCTOBER 2, 2017

Today starts Customer Service Appreciation Week 2017, what my team refers to as, simply, CSAW (pronounced see-saw). We generally ask for feedback throughout the week and we follow up with an anonymous survey the week after CSAW. This is our fourth CSAW at my current company.

Customer Service 48

Customer Service Contact Center Feedback Surveys 48