ChurnZero

OCTOBER 8, 2024

Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year. But are CS teams’ goals, budgets, and tech stacks keeping up?

SaaS 59

SaaS Surveys Metrics Sales 59

ROI CX Solutions

DECEMBER 16, 2024

Why contact centers must prepare for the holiday season A recent survey by The Conference Board found that the average American plans to spend $1,063 on holiday shopping in 2024, about 8% more than the $985 they spent in 2023. Evaluate and improve: Review metrics from the holiday season to refine strategies for the next year.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

C3Centricity

SEPTEMBER 3, 2024

Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Companies that fail to keep pace with these shifts risk falling behind, while those that embrace customer-centric strategies based on the latest 2024 trends will thrive. Are you aware of them all?

Customer centricity 77

Customer centricity Analytics Feedback Surveys 77

Interactions

JANUARY 21, 2025

In Colorado, a 2024 electrical outage sparked widespread outrage after residents received only a few hours notice before losing power. Customers today are barraged with surveys after every interaction with a business, so you cant always count on getting their feedback in a timely fashion. But how do you identify key areas to focus on?

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

Hodusoft

DECEMBER 4, 2024

billion in 2024 to USD 511.03 Several studies and surveys have found various aspects of challenges. According to Datto’s Global State of the MSP Report 2024, increasing competition is one of the major challenges MSPs face today. percent, from USD 365.33 billion by 2029. As the market grows, so does the competition.

Upselling 52

Upselling Surveys Marketing Personalization 52

Spearline

MAY 10, 2021

of contact centers will likely reach that point by 2024, voice will still remain the preferred mode of communication. Poor audio quality could result in inaccurate analytics or, worse still, the inability to utilize the data contained within a call. Implementation of speech analytics can require a significant initial investment.

Telecommunications 98

Telecommunications Contact Center Analytics Chatbots 98

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Self service Surveys 48

CSM Magazine

OCTOBER 7, 2024

Technology is fast changing how businesses connect with customers in 2024. Advanced Analytics for Predictive Insights Again on the power of data, businesses today are leveraging analytics to unlock deep insights into customer behavior. And in 2024, accuracy is as important as efficiency. Adapt now to thrive.

Technology 52

Technology Customer Experience Chatbots Analytics 52

DMG Consulting

NOVEMBER 8, 2023

2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. We invite you to take this quick 2-minute survey so we can share the results with you.

Contact Center 48

Contact Center Virtual Agent Self service Benchmark 48

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

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Tools like our survey personalisation feature ensure that every customer feels heard, driving satisfaction and trust.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Balto

AUGUST 23, 2024

Here’s the good news: in 2024, we have a wide array of capable call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. You can also import questions from previous surveys.

Call Center 52

Call Center Coaching Surveys Contact Center 52

Interaction Metrics

JANUARY 23, 2024

What are typical customer survey program costs? With customer survey programs, as with dresses, there is an enormous range. That’s why we wanted to break down the range of customer survey program costs so you know what to expect and how to maximize value. Clients ask this question all the time.

Surveys 62

Surveys B2B CRM Metrics 62

ChurnZero

JANUARY 4, 2024

Expanded roles and responsibilities: how will customer success evolve in 2024? 2024 will be the year that CS teams create and execute on segment-specific playbooks that combine products, service offerings, and proactive engagements that align to value.” We asked ChurnZero’s industry network of CS experts to weigh in.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

DMG Consulting

APRIL 19, 2023

It also presents customer satisfaction survey results that rate the vendors and their products. The 2023 – 2024 Enterprise Workforce Management Product and Market Report features 7 WFM vendors: Alvaria, Calabrio, Genesys, NICE, Playvox, Puzzel, and Verint. Assembled, a new participant, is covered at a higher level.

Consulting 48

Consulting Consulting Enterprise Marketing 48

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling Consulting Consulting 52

Hodusoft

DECEMBER 26, 2024

As per a study nine out of every ten respondents in 2024 prefer receiving text messages over a phone call or email. Better Data Integration and Analytics Omnichannel contact centers enable better data integration by consolidating customer interactions across all channels into a unified platform.

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

Avaya

JUNE 24, 2019

Additionally, an Avaya research study conducted by Vanson Bourne finds that 93% of global organizations surveyed identify AI as one of the most important technologies for their contact center, and that 85% will need to look for more third-party support in order to get the most out of AI.

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

AWS Machine Learning

MAY 7, 2024

Based on a survey conducted by American Express in 2023, 41% of business meetings are expected to take place in hybrid or virtual format by 2024. The prevalence of virtual business meetings in the corporate world, largely accelerated by the COVID-19 pandemic, is here to stay.

Construction 125

Construction Engineering Enterprise Analytics 125

Balto

NOVEMBER 18, 2022

“If you build it, they will come” Balto recently conducted a survey on value perception of the contact center by leaders across industries. I recently authored a report for Five9 based on research done by Zogby Analytics regarding business decision maker perspectives on contact center technologies.

Contact Center 98

Contact Center Self service Metrics Surveys 98

Hodusoft

AUGUST 4, 2021

A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward. As per Gartner 30% of organizations will shift their on-premise contact center operations to remote by 2024. McKinsey Survey Hybrid Workforce. Real time analytics and reports.

Technology 98

Technology Contact center software Interactive Voice Response Contact Center 98

Connect

APRIL 18, 2024

Amid this hype, Chief Technology Officers (CTOs) feel pressure to invest in Gen AI in some form, with a BCG survey of over 1,400+ C-suite executives revealing that 89% rank AI and Gen AI as a top-three tech priority for 2024. However, Gen AI is not a plug-and-play solution.

Virtual Agent 87

Virtual Agent Chatbots Average Handle Time Engineering 87

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%. Utilize analytics tools for real-time dashboards and call recording for detailed interaction analysis. How to Improve (+Examples) Share What is first call resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Hodusoft

FEBRUARY 16, 2022

A Gartner survey suggests 30% of organizations will shift their on-premise contact center operations to remote by 2024. Analytics and reports. Though many employees continue to work from home, both organizations and employees are exploring the ‘hybrid work model’ for striking the balance. What does the future hold?

Contact center software 98

Contact center software Contact Center contact center solutions Interactive Voice Response 98

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Is your CX strategy up to the task of meeting customers’ expectations going into 2024? More Data-Driven Analytics Advanced analytics is enhancing the CX industry.

Customer Experience 78

Customer Experience Chatbots SaaS Analytics 78

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. 67%) Elsewhere in the survey, 68% of CSMs say they like and appreciate their managers. The issue, however, is that interpersonal leadership skills alone won’t help CSMs hit their goals in 2024.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. The pressure is rising for businesses to step up their CX game.

Feedback 78

Feedback Consulting Consulting Enterprise 78

DMG Consulting

APRIL 15, 2020

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

FEBRUARY 20, 2025

Contact Center Key Technology Trends for 2025: AI Leads the Charge Based on findings from a recent DMG Consulting survey, 2025 is shaping up to be an excellent year for technology investments in contact centers. of survey respondents. of survey participants. of survey participants. of the people responding to DMGs survey.

Contact Center 62

Contact Center Technology Interactive Voice Response Surveys 62

Zappix

FEBRUARY 14, 2024

PRWEB) Feb 14, 2024 Zappix , a Digital Patient Engagement Solutions leader, reports significant reductions in no-shows and late cancellations for Gastroenterology and Endoscopy clients utilizing its platform throughout 2023. Patient Satisfaction Surveys: Timely surveys gauge patient experience and provide insights into future improvements.

Healthcare 52

Healthcare Analytics Surveys Marketing 52

Outsource Consultants

FEBRUARY 26, 2025

The call center industry’s revenue is expected to grow by 13% in 2024, driven by expanding service capabilities. Deloitte’s survey reveals best practices and emerging trends adopted by global business services organizations in shared services and outsourcing. In 2024, the global average cost of a data breach reached $4.88

outsourcing 67

outsourcing Call Center Customer Service Technical Support 67

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Add online surveys, comment fields, and customer satisfaction surveys ( CSAT ) to provide additional color to your sentiment analysis.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. billion through 2024. Lastly, Aircall’s powerful analytics will give you insight into the quality of customer support that you are currently providing.

Employee engagement 108

Employee engagement Morale call center software Consulting 108

Cincom

JANUARY 30, 2025

This statistic was published in HubSpots 2024 Annual State of Service Trends Report. Insights & Reporting CRMs offer basic analytics, mainly for departmental functions; consequently, they have a limited ability to generate customer-centric insights. 78% of customers expect more personalization in interactions than ever before.

Personalization 40

Personalization CRM Analytics Chatbots 40

Zappix

JUNE 24, 2024

However, as we dive into 2024, the role of outsourcing in customer care is undergoing a dramatic transformation. The numbers speak for themselves: according to recent survey data, 55% of companies currently outsource part of their customer care operations.

outsourcing 52

outsourcing Customer Care Interactive Voice Response Call Center 52

Outsource Consultants

FEBRUARY 1, 2025

The adoption of cloud-based solutions, artificial intelligence, and data analytics tools transformed operations. Today, over 50% of Indian call centers use advanced AI-powered systems to enhance customer interactions (as reported by Deloitte in their 2023 Global Contact Center Survey).

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

CSM Magazine

JANUARY 19, 2023

trillion by 2024. The modern POS system goes beyond sales processing capabilities and offers the following advanced features: Reporting and Analytics Mobile POS Abilities Contactless Payment Options E-Commerce Integrations In short, POS solutions work as a central hub for your business operations. Surprisingly, 2.14

Sales 52

Sales Analytics Personalization Marketing 52