HGS

OCTOBER 30, 2014

This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

ShepHyken

DECEMBER 3, 2023

Magazine) The EX/CX Evangelist would develop and manage an integrated plan to ensure employees are encouraged and empowered to execute a first-class mindset, resulting in extraordinary customer experiences. Survey participants were asked to rate brands on four aspects of customer service: people, speed, services and resolution.

Customer Service 158

Customer Service Personalization Surveys Chatbots 158

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Not surprisingly, 50% of contact centers surveyed invested in new technology because what they were using had become outdated. Why Upgrade?

Contact Center 59

Contact Center Surveys CRM Quality management 59

Beyond Philosophy

JULY 12, 2016

For the past two decades, it has been the analytical foundation used by many organizations to assess the health of their company. Kevin Kruse, a former VP of Kenexa (now part of IBM) and a leadership contributor to Forbes magazine, defined employee engagement as “the emotional commitment the employee has to the organization and its goals.”

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

CSM Magazine

MARCH 13, 2025

The simplicity of NPS surveys makes them a go-to for businesses looking to consistently track loyalty shifts over time. Businesses can easily implement it via post-interaction surveys. Advanced Techniques for Measuring Customer Satisfaction Measuring customer satisfaction involves more than surface-level surveys.

Metrics 52

Metrics Surveys Feedback Analytics 52

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. Read more: How to Use Surveys for Content Marketing?

Surveys 167

Surveys Marketing Feedback Analytics 167

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. and the Office of the Mayor of Taipei.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Peter Lavers

DECEMBER 19, 2017

We refer to this as “data wrangling” Even well established analytics teams can still lack the Single Customer View, or easily accessible Data Lake or analytical playpen, they need for their work. Shockingly, none of those surveyed had Conceptual Data Models in place and half also lacked Logical Data Models.

Analytics 100

Analytics Surveys Coaching Consulting 100

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Calabrio

FEBRUARY 26, 2021

Through our analytics product, as well as the full workforce engagement management suite, we helped our customers navigate a changing landscape and continued to deliver unparalleled customer service. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Analytics 52

Analytics Contact Center contact center solutions CRM 52

CSM Magazine

OCTOBER 31, 2024

Utilize surveys or feedback forms to gather insights from your staff. Use analytics to track views, completion rates, and quiz results. Step 2: Know Your Audience Understand the needs and skill levels of your audience. Tailor your content to address gaps in knowledge and skills specific to your team.

Customer Service 52

Customer Service Scripts Morale Feedback 52

CSM Magazine

JANUARY 20, 2025

Here are some top picks and their standout features for monitoring metrics that reflect customer experience: Google Analytics : A cornerstone for understanding user behavior. Heres how to integrate feedback into your strategy: Survey Customers Regularly : Ask users about their experience with quick, non-intrusive surveys on specific pages.

Metrics 64

Metrics Feedback Analytics Scripts 64

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Customization : The ability to tailor the interface to your branding and specific survey questions is a major advantage. Thats where feedback kiosks step in.

Feedback 52

Feedback Surveys CRM Best practices 52

CSM Magazine

NOVEMBER 22, 2024

Customer Interaction Management (CIM) software commonly incorporates tools like analytics to anticipate issues in advance. Proactive Customer Service Understanding and meeting customer needs is crucial for keeping them loyal to a business.

Management 52

Management Analytics Feedback CRM 52

C3Centricity

AUGUST 17, 2020

CEI Survey. According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. A recent report from OnBrand Magazine on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

CSM Magazine

JANUARY 8, 2025

Customer Feedback Tools Understand your customers better with built-in tools for collecting insights, such as surveys and Net Promoter Scores (NPS). Performance Insights Measure customer service performance with detailed analytics and reports. Gain actionable insights to refine your products, services, and overall customer experience.

Customer Service 52

Customer Service Self service Enterprise Wait times 52

CSM Magazine

MAY 17, 2021

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. Agility is the name of the game and has prompted a widespread move to the cloud. Time to explore. So what’s next for the cloud? What’s next?”.

Employee engagement 96

Employee engagement Analytics Surveys SaaS 96

CSM Magazine

DECEMBER 3, 2024

SurveyMonkey for Zendesk lets you send surveys directly from tickets, capturing insights right after interactions. With its detailed analytics, you’ll always know where to improve. This app enhances internal collaboration, ensuring customers get accurate, comprehensive solutions without unnecessary delays.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Cost Analysis: With the help of analytics, legal professionals can perform a comprehensive cost analysis of each stage of the litigation process.

Analytics 52

Analytics Management Feedback Metrics 52

Outsource Consultants

FEBRUARY 27, 2025

Speech analytics software now detects customer sentiment in real-time, allowing supervisors to intervene in challenging calls promptly. Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time. Customer satisfaction surveys are now more targeted and actionable.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

CSM Magazine

JANUARY 15, 2021

Applying analytics to pinpoint customer relevancy. The 2019 Gartner Customer Experience Management Survey found that 86% of respondents say they will compete based on customer experience (CX) two years from now. The best way to see and understand that behaviour is through analytics.

Multichannel 103

Multichannel Analytics CRM Engineering 103

CSM Magazine

JANUARY 27, 2025

Surveys : Email surveys or pop-up forms on your site can quickly collect valuable input. Data Analytics for Continuous Improvement You cant fix what you cant measure. Thats where data analytics comes into play. Strong analytics help you spot weak spots and areas where your team is excelling.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

CSM Magazine

NOVEMBER 27, 2024

Prioritize Self-Service Options According to a Zendesk survey , 75% of consumers say that self-service is a good way to address service issues, while 67% prefer self-service over speaking to a company representative.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

CSM Magazine

DECEMBER 1, 2021

Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ Flexibility – when Calabrio surveyed more than 250 contact centre professionals recently, after higher pay (55%) the thing agents wanted most was flexibility (34%). Aim for: 1.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

delighted

MARCH 8, 2022

For example, you can use Product/Market Fit (PMF) surveys to learn more about your customers, your product, and your competitive environment. Primary market research is favorable, but you can also use secondary research such as reports published by industry experts, trade magazines, and academic journals.

Advertising 79

Advertising Surveys Marketing Feedback 79

CSM Magazine

JULY 12, 2024

A CX Manager collects and analyzes feedback from various channels—such as surveys, social media , and direct interactions—to understand customer needs and pain points. Skills and Qualifications Analytical Skills A CX Manager must have strong analytical skills to interpret customer data and derive actionable insights.

Customer Experience 52

Customer Experience Management industry standards Analytics 52

Interaction Metrics

JUNE 19, 2020

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? AI-based Text Analytics. The reason many companies turn to word clouds is they are a default chart for survey platforms.

Surveys 62

Surveys Analytics B2B Metrics 62

C3Centricity

DECEMBER 3, 2018

Source: CEI Survey). According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. A 2016 Spencer Stuart Survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader.

Big data 87

Big data B2C Marketing Airlines 87

CSM Magazine

MARCH 12, 2018

Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Here are my top 10 tips for creating a successful customer survey. Use a reliable survey tool.

Surveys 40

Surveys Big data Feedback Analytics 40

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 57

Contact Center Call Center Self service Surveys 57

CSM Magazine

DECEMBER 11, 2023

is between 30% and 45% annually, according to a NICE WEM Global Survey. Provide agents with access to necessary technology and tools , including a comprehensive knowledge base, customer relationship management system, and monitoring and analytics software. The average attrition rate for call center agents in the U.S.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

CSM Magazine

MAY 10, 2024

Utilizing Predictive Analytics for Personalized Services Predictive analytics is a powerful tool that financial institutions deploy to offer personalized services. The Role of Surveys and Customer Feedback Surveys and customer feedback are pivotal in understanding client sentiment.

Banking 52

Banking Customer centricity Surveys Feedback 52

CSM Magazine

JULY 11, 2023

In a recent global survey, while 83% of global contact centre managers say they already have the analytical problem-solving tools they need, less than half of managers say they’re seeing the benefits from analytics, Artificial Intelligence (AI) and Machine Learning (ML). Something has to change.

Analytics 40

Analytics Customer Experience Surveys Technology 40

Noble Systems

JANUARY 29, 2019

.” 40 percent of executives surveyed said they plan to take steps to help agents spend less time preparing and more time actually connecting with customers, with 35 percent indicating that improving agents’ desktop/dashboard experience is a priority for the coming year. Agent Experience Demands No Friction and Easy Access to Data.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Hodusoft

MAY 1, 2023

The company publishes one of the leading publications for communications technology professionals—TMC’s INTERNET TELEPHONY magazine, which covers the latest news, trends, and innovations in the telecom sector. TMC (Technology Marketing Corporation) is a Shelton-based global business-to-business and integrated marketing media company.

Contact center software 52

Contact center software Contact Center Interactive Voice Response CRM 52

CSM Magazine

FEBRUARY 29, 2024

The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses. Across the board, consumer happiness was shown to have declined year-over-year. for services.

Journey mapping 52

Journey mapping Banking Self service Customer advocacy 52

CSM Magazine

FEBRUARY 19, 2025

In the past, manually sifting through online reviews, social media comments, and customer surveys was a time-consuming process. One of the most powerful applications of AI in feedback management is predictive analytics.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52