Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Well-structured and Optimized CX Analytics . Self-Service for Timeless Customer Support .

Customer Experience 165

Customer Experience Scripts Self service outsourcing 165

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Topics included disruptive technology, uberization of the workforce, data analytics, supply chains, employee culture, customer experience, and much more.

Engineering 74

Engineering Metrics Employee engagement Technology 74

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1. Insights Report] 2018 Call Center Industry Report. That’s a wrap on 2018!

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics. You have a limited workforce optimization strategy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? There is No Perfect Metric. Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. Robust analytics platforms aren’t going anywhere.

Banking 124

Banking Metrics Big data Consulting 124

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. Because the average consumer isn’t so average anymore.

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Monet Software

FEBRUARY 15, 2019

Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that its WFO solution, Monet WFO received 2018 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. The post Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award appeared first on Monet Software.

CRM 54

CRM Quality management Contact Center Analytics 54

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Fonolo

JUNE 9, 2020

Metrics for Evaluating Contact Center Agent Performance. Most commonly used in call centers, this metric can help you gain insights on the responsiveness and efficiency of your agents. This metric is a great way to track how efficiently your agents are managing their time at work. Where should you begin? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. Q4: What does Newell Brands use analytics for, if at all? Newell Brands has transitioned from using data analytics to measure things in a transactional way, emphasizing transactional. We have also brought in text analytics. Wed, 05/02/2018 - 18:22.

Customer Experience 100

Customer Experience Multichannel Chatbots Banking 100

aircall

MARCH 23, 2018

In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. When asked which budget category will receive the most funding in 2018, The best teams were nearly three times more likely to name hiring-related initiatives the winner. Confidence in Customer Support Metrics.

Surveys 86

Surveys CRM Education Metrics 86

Fonolo

APRIL 24, 2018

Contact Center Priorities for 2018. Voice is still the channel ranked first in terms of investment focus for 2018. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). FCR is Undeniably the Most Important Metric.

Contact Center 99

Contact Center Call Center Self service Surveys 99

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Analytics 52

Analytics Finance CRM Engineering 52

ProProfs Blog

DECEMBER 14, 2018

My metric for success can be summed up in one phrase: earn customers for life.” – Mary Barra, Chair and CEO, General Motors. It’s 2018: Your customers need an easy way to contact your company and receive prompt feedback. It’s also free – you can access most data you’ll ever need using Google Analytics.

Feedback 145

Feedback Surveys Analytics Customer Support 145

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

Taylor Reach Group

MAY 24, 2018

With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6, Toronto, ON. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Big Data & Analytics for Retail Summit : June 6-7, Chicago, IL. and Now What?’

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

ProProfs Blog

DECEMBER 14, 2018

Gives the company – insights into performance and quality assurance metrics. These records form the basis for future interactions and provide the data necessary for accurate reporting and metrics. Businesses can learn where customers face difficulties through accurate reporting and metrics. Tweet this. Tweet this.

Surveys 142

Surveys Customer Support Metrics call center software 142

Avaya

JANUARY 14, 2019

That management becomes much easier with targeted technology initiatives that aim to improve business metrics associated with DCX. Devoting resources to DCX is a wise move, according to Nemertes’ 2018-19 Digital Customer Experience research study of 697 IT and business leaders across North America, Europe, and Asia-Pacific.

Customer Experience 73

Customer Experience voip Advertising Metrics 73

C3Centricity

MAY 25, 2020

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Improving livelihoods and creating more opportunities for women.

Technology 121

Technology Big data Analytics Personalization 121

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. They put it best when wrapping up with this beautiful summary: Investigative analytics will lead you to the most intriguing clues, combine them to create a good story, and then use great visualizations to communicate that story clearly.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. Image via Kapiche.

Surveys 104

Surveys Customer Experience Engineering Enterprise 104

Pointillist

NOVEMBER 29, 2018

The Net Promoter Score® is a widely used metric for measuring customer experience that has gained in popularity in recent years. This blog post will show you step-by-step how to calculate NPS for your key customer journeys using journey analytics. By Swati Sahai. Why NPS Has Come Under Criticism.

Analytics 45

Analytics Banking Metrics Customer Care 45

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Avaya

APRIL 10, 2019

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. In fact, those transformations already have begun.

Contact Center 71

Contact Center voip Analytics Virtual Agent 71

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1. Insights Report] 2018 Call Center Industry Report. That’s a wrap on 2018!

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time.

Best practices 140

Best practices Feedback Call Center Coaching 140

AWS Machine Learning

FEBRUARY 2, 2023

With advanced analytics derived from machine learning (ML), the NFL is creating new ways to quantify football, and to provide fans with the tools needed to increase their knowledge of the games within the game of football. There are around 3,000 and 4,000 plays from four NFL seasons (2018–2021) for punt and kickoff plays, respectively.

Calibration 85

Calibration Engineering Big data Automotive 85

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. Click here to read the original. This can potentially allow your quality team to review more interactions (up to 100%).

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

Lumoa

APRIL 3, 2018

Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. The more popular NPS was getting, the more misused the metric became.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With a simple dashboard to show all of the metrics that matter most to your business, you can quickly and easily optimize to support your growth. .

Customer Experience 78

Customer Experience Journey mapping Contact Center Interactive Voice Response 78

CSM Magazine

APRIL 26, 2022

Funding to further enhance its leading technology and bring 360-degree data analytics solution to new markets. Conjura , the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding. The round was co-led by Act Venture Capital and MiddleGame Ventures , with participation from Tribal VC.

Analytics 52

Analytics Benchmark industry standards Customer retention 52

Contact Center Geek

NOVEMBER 4, 2018

Not just because I had the honor of meeting Matt Dixon , the author of The Effortless Experience and Customer Experience rock star who serves as Tethr’s Chief Product & Research Officer, but because it’s a slick technology that takes call recording and voice analytics to the next level. Such an incredible session today at #ccfrost !

Technology 48

Technology Enterprise Contact Center Analytics 48

Contact Center Geek

NOVEMBER 4, 2018

Not just because I had the honor of meeting Matt Dixon , the author of The Effortless Experience and Customer Experience rock star who serves as Tethr’s Chief Product & Research Officer, but because it’s a slick technology that takes call recording and voice analytics to the next level. Such an incredible session today at #ccfrost !

Technology 48

Technology Enterprise Contact Center Analytics 48

Lumoa

MAY 21, 2018

Customer-experience leaders gain rapid insights to build customer loyalty and make employees happier armed with advanced analytics. source ) No wonder, customer experience is the engine of growth in 2018. IT IT typically runs or enables running the data gathering and analytics process. The key steps include: 1. Set up a target.

Customer Experience 122

Customer Experience Finance Customer centricity Feedback 122