Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. It’s time to look at your customers as teammates rather than as opponents. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Surveys 74

Surveys Customer Service B2C Metrics 74

ProProfs Blog

JULY 30, 2021

Consider these crucial statistics: Accenture survey shows that 66% of customers value transparency as one of the most attractive qualities in a brand. According to a PWC survey , 63% of customers look forward to a good customer experience before making a purchasing decision. in the Q4 of 2018. Image Source: Single Grain.

Surveys 167

Surveys Marketing Feedback Analytics 167

Callminer

JULY 30, 2018

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. Discounts offered to new customers are not automatically applied to your account (39%). And most of the reasons are completely avoidable. suppliers per person).

Coaching 174

Coaching Best practices Analytics Surveys 174

Toister Performance Solutions

SEPTEMBER 13, 2018

Yet I've never used a survey. Customers are inundated with surveys, so it's important to think carefully before rolling out yet another one. With his help, I identified a technical setting in my account that would make my emails more recognizable to corporate email servers. Here's a short preview.

Feedback 78

Feedback Surveys Advertising Customer Service 78

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. AI and Personalization – The Paradox of Personalization via a Machine. Using AI to enhance interactions with customers is quickly gaining traction.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty.

Customer retention 156

Customer retention B2B Surveys B2C 156

TRUSTID

DECEMBER 16, 2018

It’s essential for ensuring their information isn’t used for malicious activity such as account takeovers or identify fraud. In our recently released 2018 Learnings on Customer Authentication market report , we take what we have seen throughout the year to give more insight into the current status of call center authentication.

Engineering 52

Engineering call center professionals Call Center Accountability 52

TechSee

DECEMBER 28, 2020

For account updates, help with installation, or billing activities, press 1.” One customer survey highlighted that 67% of consumers reported a willingness to spend over 15 minutes of their time trying to self-install a device in order to avoid contacting a call center for assistance. Your call is important to us.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Callminer

FEBRUARY 27, 2019

Choose a customer survey methodology that aligns with your brand. The type of survey you will ultimately use will be influenced by what it is you’re querying. They usually include reviews, statistical surveying, complaints and mentions from social media. Realize the type of response that your customer craves.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

ProProfs Blog

DECEMBER 14, 2018

Most companies use traditional channels like email, review websites, forums, web-based support portals, and surveys. You can catch most important comments just by frequently logging into your social media accounts. You could also include a link to a more in-depth (mobile-friendly) survey. 4 Live chat with post-chat surveys.

Feedback 145

Feedback Surveys Analytics Customer Support 145

PeopleMetrics

MAY 4, 2018

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Our platform ingests customer feedback from any channel, including surveys and social reviews. As the old saying goes, hindsight is 20/20. P.S. What did you think of this blog post?

Accountability 48

Accountability Analytics Surveys Feedback 48

Customer Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. Here’s the executive summary: To understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years.

Surveys 49

Surveys Customer Experience Benchmark Accountability 49

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. This is something a quality team would catch that a survey wouldn’t. Click here to read the original.

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 58

Contact Center Customer centricity Journey mapping Benchmark 58

ProProfs Blog

JUNE 19, 2020

Net Promoter Score is primarily obtained through surveys. A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). For easy scheduling and management of recurring surveys, c ompanies are actively using the best net promoter score survey software.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

GetFeedback

DECEMBER 26, 2018

billion in total revenue in fiscal 2018. But most modern CRMs, including Salesforce, lack one large piece: customer surveys. The NPS survey measures long-term customer satisfaction and customer loyalty—two fundamentals for modern organizations. Who is their account manager? Where are they located? Email (Email).

Surveys 84

Surveys CRM Feedback Accountability 84

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. I have a survey with fields I thought I had set up to sync with Pardot, but I do not see responses in Pardot. Visitor: It is called “Our CSAT Survey!”.

Customer Service 94

Customer Service Surveys Best practices Accountability 94

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. in 2018, 23% in both 2019 and 2020, and 21% in 2021. 11/30/2017. This represents only 11.4%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Customer Service Life

AUGUST 22, 2019

To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically. Survey timing also varies.

Contact Center 107

Contact Center Metrics Surveys Coaching 107

Win the Customer

JANUARY 19, 2016

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Help desk software provider Groove tracks customer satisfaction by sending out a two-question survey every three months.

Customer retention 81

Customer retention B2B Surveys Feedback 81

Help Scout

AUGUST 15, 2018

It’s been just over a year since Help Scout last conducted our first demographic survey and shared the findings publicly. Last year’s survey was enlightening: Our company, then about 60 remote people, had moved closer to gender parity — 59% men, 41% women and non-binary people. Don’t forget the ‘I’ in D & I. The results are in.

Surveys 40

Surveys Engineering Feedback Personalization 40

Fonolo

AUGUST 22, 2019

For example, in 2018, British Gas announced the loss of 340,000 customers and a 20% drop in profits. Power and Associate’s annual customer satisfaction survey , speaking with a customer service rep is the lowest-rated utility customer service channel in terms of customer experience. Those who lose are losing big. According to J.D.

Metrics 87

Metrics Contact Center Self service Call Center 87

TRUSTID

SEPTEMBER 30, 2018

In a year-over-year survey of executives in retail and commercial banks, credit unions and related companies, the LexisNexis 2018 True Cost of Fraud report for the financial-services sector found that for every dollar of fraud, it costs another $2.92 in related costs. in related costs. That number rose nine percent from $2.67

Banking 60

Banking Accountability Engineering Contact Center 60

Aspect

OCTOBER 19, 2017

There has been a significant increase in companies that have a dedicated workforce management team accountable for forecasting, planning, and real-time management. The survey will remain open until April 15, 2018. The survey takes roughly 15 minutes to complete. If you haven’t taken participated, simply click here.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

aircall

JANUARY 24, 2022

Forbes reports that companies lost up to $75 billion in 2018 because of poor customer service. Account updates. That said, 91% of those surveyed said they preferred brands that offer multiple customer service options. . In terms of revenue, good customer service counts for a lot. That figure is up by $13 billion from 2016.

Call Center 126

Call Center Best practices call center software CRM 126

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

CSM Magazine

FEBRUARY 1, 2018

Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Key findings from the survey include: Customer and account information is not stored in one central location.

Surveys 53

Surveys Enterprise Accountability Technology 53

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. From a Linear to a Circular Economy. Get Answers.

Technology 121

Technology Big data Analytics Personalization 121

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. Also, a quick survey at the end of the call to listen to your customers can be useful. 10 Trends That Will Disrupt Customer Service in 2018. Setting up tracking isn't enough.

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center outsourcing 81

Win the Customer

JUNE 7, 2016

billion by the year 2018, compared to 2014 when online sales totaled $304.1 Whether you’re a one-man shop or if your have a big team, your business can be at its most efficient with an accounting software tool like Sage 50. In the United States alone there are more than 191 million online shoppers. Simple Returns.

Engineering 90

Engineering Sales Metrics Surveys 90

Answer Dash

MAY 7, 2018

Decreased Brand Loyalty and Patience “The next generation of people (those born between 1995 and 2010 who account for 27% of the world population) is entering the workforce and has spending power. Brands with effective omnichannel engagement programmes keep 89% of customers,” ( Aberdeen Group ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54