Interaction Metrics

DECEMBER 10, 2024

Analyzing open ended survey questions is the single most fruitful method for getting meaningful, honest feedback. This in turn, allows you to uncover answers to questions you might not have even thought to ask about in the ‘main’ parts of your surveys. What was the best part of your experience with <CompanyABC>?

Surveys 62

Surveys Metrics Customer effort Analytics 62

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. Our own study earlier this year into the sources of churn in the UK highlighted that 61% of people used the phone to contact a supplier about an issue. Our study in the US found 45.8% So how can technology help?

Analytics 186

Analytics Coaching Technology Surveys 186

TeleDirect

MARCH 9, 2025

Studies show that 60% of customers will abandon a brand after multiple bad experiences. Implement AI-driven analytics to predict call trends and adjust resources. Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. Why Reducing Wait Times is Critical for Customer Satisfaction 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

ShepHyken

SEPTEMBER 28, 2018

A recent study shows that 43% of American workers spend at least part of their time working from a location other than a traditional office, but engagement remains a challenge when HR departments do not have the right technology to communicate with remote workers. Feedback and Analytics.

Employee engagement 273

Employee engagement Education Analytics Technology 273

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

ShepHyken

AUGUST 1, 2017

Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode. Featured Interview: Shep begins his interview by asking Jeff Nicholson about Pega’s recent global consumer study, “What Consumers Really Think About AI.”

Education 195

Education Self service Best practices CRM 195

ShepHyken

SEPTEMBER 5, 2016

His book has been described by Forrester Research as a fundamental must read for CX professionals with well reasoned conceptual theory and pragmatic examples that include rich case studies. Switch & Shift) Recent studies show that customers abandon their favorite brands because they lack quality customer service.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. Most contact center want to improve on this element, but how?

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

delighted

DECEMBER 3, 2021

Enter survey automation. In this article, we’ll learn more about survey automation, why it’s so important for customer experience success, and how you can implement automation in your CX program today. Two types of survey distribution: Manual vs automated. Two types of survey distribution: Manual vs automated.

Surveys 97

Surveys APIs SaaS Engineering 97

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. “Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

MAY 5, 2017

adults surveyed expect to get an answer via self-service. Forrester Research reports that 73 percent of customers surveyed last year say the most important thing a company can do to provide good service is value their time. Insight technologies that deliver personalization and predictive analytics. Three-quarters of U.S.

Self service 202

Self service APIs Surveys Analytics 202

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

ProProfs Blog

APRIL 3, 2020

Customer satisfaction surveys are the best way to maintain a constant dialogue with the customer and listen to what they want to say. What is a customer satisfaction survey? The data obtained by these surveys provide useful insights that support decisions. The aim of carrying out a survey is to manage customer satisfaction.

Surveys 103

Surveys Feedback APIs Customer Support 103

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

CSM Magazine

MARCH 13, 2025

A study highlighted by Zendesk underscores how satisfaction data not only helps retain customers but can fuel growth by guiding strategic innovations. 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.

Metrics 52

Metrics Surveys Feedback Analytics 52

Uniphore

JULY 1, 2021

There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. Rather than running another survey, Jacada sought to analyze conversations between contact center employees on social networks such as Facebook, Twitter, Reddit, and Quora. Register Now.

Call Center 87

Call Center Customer Experience Contact Center Coaching 87

ShepHyken

AUGUST 1, 2017

Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode. Featured Interview: Shep begins his interview by asking Jeff Nicholson about Pega’s recent global consumer study, “What Consumers Really Think About AI.”

Education 31

Education Self service Best practices CRM 31

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

ProProfs Blog

MAY 15, 2020

In lieu of this, a better solution for taking feedback to improve your CX is Surveys! While the most important thing about surveys is you can get specific feedback about every aspect of your CX efforts. Let’s have a look at some of the benefits of surveys. Benefits of Surveys. Broad Data Collection. User Retention.

Surveys 97

Surveys Customer Experience Feedback Best practices 97

ProProfs Blog

MARCH 6, 2020

According to a study conducted by Walker , customer experience will become the key brand differentiator in the coming years. Which survey to use? This is often measured using CSAT surveys that are sent shortly after an interaction with the customer. . A Robust CSAT Survey Tool to Your Rescue. When to use it? Stay tuned!

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

ProProfs Blog

SEPTEMBER 24, 2020

Opt for a Popup Customer Survey. We live in an era in which no one has the time to fill lengthy and tedious forms or participate in a survey that takes ages to complete. This online survey triggers strategically in instances such as, . You might be thinking, how can I create a survey for my business? #2.

Feedback 141

Feedback Surveys Analytics Customer Support 141

Beyond Philosophy

MAY 12, 2021

Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era. . Verint wanted more than anecdotal stories about the challenges, so they surveyed organizations from 12 different countries and ten different industries to assess what was going on out there.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

ProProfs Blog

AUGUST 28, 2020

Receiving customer feedback is not just about surveys and data collection. Sure, an online survey maker helps you create a survey and access the right distribution channels, but what next? . When the survey data comes back in, how do you use it for the benefit of different teams – sales, marketing, product, etc.?

Surveys 78

Surveys Feedback Marketing Sales 78

Beyond Philosophy

MAY 12, 2022

For example, Fleischaker says many companies use audio and speech analytics. She also sees firms using text analytics for digital channel interactions. She considers all of these improvements over waiting for survey or feedback results. It is essential to survey what you have, where you keep it, and how it’s collected.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

JivoChat

FEBRUARY 22, 2023

The following study guide outlines some of the key concepts, strategies, and tools that businesses can use to develop effective marketing localization strategies in 2023. Businesses can use various tools to help with this research, including surveys, focus groups, and data analytics.

Marketing 75

Marketing outsourcing Engineering Technology 75

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. Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

ProProfs Blog

AUGUST 6, 2021

According to a study , disengaged American employees cost organizations around $450-550 billion each year. You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. Customizable Survey Templates.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich.

Call Center 182

Call Center Analytics First call resolution Metrics 182

OctopusTech

JULY 25, 2024

In one study by Animoto, 79% of surveyed consumers said they would prefer to watch a video to learn about a product than read text. Reviewing Analytics Tracking video performance within your web analytics gives key indicators about user behavior and preferences.

Marketing 126

Marketing Real estate Engineering Analytics 126

Global Response

FEBRUARY 17, 2025

Predictive Analytics and Proactive Service: Analyzing VoC data historically allows businesses to forecast demand, predict trends, and ensure agents are prepared to handle customer inquiries during peak seasons, improving overall support efficiency. Look at your data to predict trends. Do certain issues only arise at peak seasons?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Callminer

APRIL 26, 2017

Speech analytics can have a great impact on FCR. Take this example: Aberdeen recently released a speech analytics benchmark study, in which it tracked two groups of contact centers: the “leaders,” which represented 30% of the sampled group, and the “followers,” which were defined as the bottom 70%.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. Phishing attacks, in particular, rose 61% in 2022, according to an annual study by Interisle Consulting Group.

Surveys 183

Surveys Education Enterprise Technology 183