ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. We’re honored by this distinction of Best Overall SaaS, which is judged by user feedback and product innovation.

SaaS 98

SaaS Customer centricity Metrics Education 98

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing. Porte says that Verint researched this topic for several reasons. However, all the news wasn’t bad.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Nicereply

SEPTEMBER 28, 2021

Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. Let’s now take a look at the top 5 customer care tools for 2021: HubSpot Service Hub. Customer Feedback Survey. Best for: Customer Feedback. Team Management.

Customer Service 98

Customer Service call center software Surveys Analytics 98

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards. Read below to learn about the awards and meet this year’s winners.

Healthcare 98

Healthcare Accountability Metrics Surveys 98

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

GetFeedback

APRIL 3, 2019

Chris Hogan, Business Analytics and Modeling, YETI. I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. I’m responsible for many of the reports and analytics our team uses for team performance, contact trends, and forecasting staff and contact volume. YETI has a cool history.

Feedback 88

Feedback Surveys Analytics Coaching 88

Talkdesk

DECEMBER 22, 2020

The G2 Winter 2021 Report is out! ?? Best Speech Analytics Software. Check out the reviews and feedback for yourself on the G2 site. Here’s to an even better 2021 delivering great customer experience! Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. out of 5 stars. ??

call center software 139

call center software Contact Center SaaS CRM 139

ProProfs Blog

AUGUST 6, 2021

We will explore the 20 best employee engagement software in 2021 and compare their features. Most of these tools come with the option to collect employee feedback via surveys or questionnaires. . Employee engagement platforms comes with interesting features like customizable templates, advanced analytics, feedback forums, and so on.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more).

Surveys 98

Surveys Marketing Sales Customer Support 98

DMG Consulting

SEPTEMBER 24, 2021

The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. Interaction analytics is the only application that can provide this variety of information. View this article on the publisher’s website.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

Noble Systems

JANUARY 29, 2021

Changing Customer Behaviors Will Impact Contact Centers in 2021. Truly understand, and even anticipate, how changing customer expectations and behaviors will impact contact centers in 2021 and beyond. Predictive analytics can help you determine which behaviors to address now and in the future. Interested in learning more?

Contact Center 68

Contact Center Surveys Analytics Feedback 68

ProProfs Blog

MARCH 26, 2021

Customer feedback is one of the easiest ways to understand customer satisfaction. Customer feedback surveys are the go-to tool of every business to understand their customer needs and sentiments. The advantages of surveys lie in their simplicity, ease of creation, quick feedback collection, and so on. What is Customer Feedback?

Feedback 78

Feedback Surveys Customer retention Metrics 78

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels. But listening isn’t always that easy.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

ProProfs Blog

FEBRUARY 5, 2021

You send an email to your customers asking for their feedback. Once upon a time, we all have underestimated the power of website feedback. Website feedback is one of the easiest ways to know your customer’s opinion, did they ‘like’ your product/service, or did they ‘dislike’ it? Feedback pages.

Feedback 78

Feedback Surveys Advertising Customer Support 78

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. 2020 – 2021 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 62

Consulting Consulting Contact Center Marketing 62

TechSee

DECEMBER 16, 2021

In 2021, remote working has become a standard in customer service and will remain a mainstay in the future of call centers. Analytics for insights Companies have finally grasped the hidden gem in customer analytics. Accenture reports their clients experiencing time savings of up to 70% with AI-driven automation.

Call Center 124

Call Center Self service Gamification Contact Center 124

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Spearline

OCTOBER 21, 2021

There are expected to be nearly 2.14B digital buyers in the world in 2021. Customer impact, customer feedback Customers don’t always provide businesses with the gift of feedback. Analytics support the root-cause analysis of issues. Real-time voice conversation remains a big part of customer interaction.

Telecommunications 113

Telecommunications Benchmark Engineering Feedback 113

Totango

APRIL 5, 2022

Reporting: Does your NPS software include analytics and reporting tools to help you interpret your survey results? Feedback loops: Does your solution make it easy to follow up your survey with personalized actions based on individual responses, such as upsell offers or customer retention efforts? InMoment (formerly Wootric).

Upselling 108

Upselling Surveys Analytics Customer retention 108

Hodusoft

DECEMBER 17, 2020

Below mentioned are some of the essential features to look forward to in 2021, have a look: Predictive Dialer: Predictive dialer is an important feature of a call center software solution that enables agents to connect with the call as soon as they become available to take the next call. Key Features of Call Center Software.

Call Center 59

Call Center call center software Interactive Voice Response Abandon rate 59

SharpenCX

AUGUST 4, 2021

I’m giving you 3 projects to refresh your customer service strategy today (plus tips to start them) to round out a better 2021. Some 83% of employees really appreciate receiving feedback, regardless if it’s positive or negative. Your agents crave your feedback. >> Learn more: Get analytics you can act on.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

PeopleMetrics

OCTOBER 25, 2017

Billion by 2021, at a CAGR of 21.1%.” Measuring customer feedback is the first step to measuring up to your customers’ expectations. Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback.

Customer Experience 122

Customer Experience Customer centricity Government Enterprise 122

Lumoa

JANUARY 11, 2022

NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” And without great analytics, you would not understand your data. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

Surveys 97

Surveys Feedback Analytics Benchmark 97

The Northridge Group

NOVEMBER 9, 2022

A robust QM program uses listening, screen monitoring, and advanced data analytics to identify both issues faced by individual associates, as well as larger, systemic issues contributing to an undesirable CX. Download Northridge’s 2021-2022 State of the Customer Service Experience Report for additional CX insights.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

Uniphore

JANUARY 21, 2022

On the CX side, the technology has reached a level of maturity that allows for real-time interaction with actionable feedback based on patient and member emotion, sentiment and intent. AI-powered analytics optimize patient and member services. Consumer expectations today are higher than ever. Healthcare is no exception.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

TechSee

SEPTEMBER 10, 2019

The core technologies that have enabled the rapid progress and swift adoption of smart virtual assistants include NLP text mining, Voice Analytics and Machine Learning. And with 3,000 Amazon Go stores set to open by 2021 and the total Computer Vision and hardware market expected to reach $26.2B

Self service 116

Self service Banking Analytics Personalization 116

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

Customer centricity 78

Customer centricity Surveys Feedback Analytics 78

Totango

JULY 19, 2021

An understanding of how to apply the insights generated by analytics. You’ll see how valuable these skills are when your customer success team drives retention, lowers churn, and collects customer feedback. 5: Collect Customer Feedback. Asking for feedback is a simple yet effective way to boost engagement.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

AWS Machine Learning

AUGUST 2, 2024

The initial draft of a large language model (LLM) generated earnings call script can be then refined and customized using feedback from the company’s executives. Maintain a measured, objective, and analytical tone throughout the content, avoiding overly conversational or casual language. Amazon Earnings call transcript for Q1 2021.

Engineering 133

Engineering Scripts Metrics Advertising 133

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. In its second year, we’re excited to recognize ChurnZero customers in our 2021 ChurnHero Awards.

Healthcare 52

Healthcare Accountability Metrics Surveys 52

C3Centricity

SEPTEMBER 3, 2024

This goes beyond lip service and involves deep integration of customer feedback, behaviours, and pain points into product development, marketing, and service delivery. According to a 2021 survey, 87% of Patagonia customers expressed increased loyalty due to the company’s ethical practices and customer-first initiatives.

Customer centricity 77

Customer centricity Analytics Feedback Surveys 77

The Northridge Group

AUGUST 23, 2022

Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights. Data analytics allow us to assess how the internal associates are performing benchmarked against the performance of the outsourcing partner’s associates. These KPIs include: Average Handle Time (AHT). Customer Experience (CX).

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

CSM Magazine

APRIL 26, 2021

While in 2021 we’re going online even deeper than before, so do the criminals. Along with having your potential copies watched, you need to react to the customers’ feedback as quickly as possible to detect these situations. Being aware is being alarmed, so you can connect your store to safe payment gateways and analytic systems.

Big data 52

Big data Analytics Feedback Personalization 52

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Contact Center Analytics 48