Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

JANUARY 11, 2022

Renée Evenson’s book contains hundreds of phrases and scripts that you can equip your agents with, so they’re always ready to communicate with empathy , the magic sauce that leads to superior Customer Satisfaction survey scores. How to Train Your Call Center Agents to Exercise Empathy.

Call Center 81

Call Center Marketing Management First call resolution 81

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. As we’ve expanded to new countries in Europe, North America and Australasia, we’ve been able to add new country telephone numbers, and new consultants in minutes.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

CX Global Media

JULY 12, 2019

I am responsible for all fiscal and operational aspects and have a particular gift for creating and maintaining a high employee engagement measured through high survey scores conducted by Denison and Gallup polls for several consecutive years. Business Partner and Owner, The LAMA Training by McKee Consulting. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Taylor Reach Group

OCTOBER 3, 2017

That’s up $20 billion since 2013! Being a consultant with interest in customer service, I went a step further and asked a few tables how often they visit this restaurant and what they thought of the service (a very rough customer survey). My survey indicated that all new customers were there based on someone’s recommendation.

Advertising 50

Advertising Surveys Customer centricity Consulting 50

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. While email surveys are without question the most convenient method to collect VoC, there can be significant sample bias and non-response issues.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

aircall

JUNE 21, 2021

The sales performance research firm CSO Insights also found that in 2013, only 58.2% You can learn about your customer experience by conducting research, surveys, and focus groups. Around 17 % of our survey respondents hate repeating themselves when they have an issue with a business. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Analytics 210

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?”

Contact Center 116

Contact Center Technology Self service Call Center 116

ClearAction

DECEMBER 28, 2016

It’s rare thanks to narrow survey questions. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. The post How to Drive Voice of Customer Insights Company-wide: 3 Steps appeared first on ClearAction Customer Experience Consulting.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

The Petrova Experience

JULY 16, 2020

We surveyed 75 global senior leaders at the end of May 2020 from our own client base, with a geographic skew toward USA and Europe, and industry skew toward technology and media. We also wondered whether leaders had put formal practices in place to maintain the positive outcomes. She can be reached at rachel@dreyfusadvisorsllc.com.

Consulting 52

Consulting Consulting Personalization Surveys 52

ClearAction

AUGUST 2, 2016

Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. In addition to closing the loop with customers at a micro level with survey participants, plan how you will close the loop at a macro level, to benefit your whole customer base.

B2B 54

B2B Customer Experience Customer centricity Surveys 54

REVE Systems

JULY 19, 2017

That prediction has emerged as a wild truth when in late 2013, the market research firm The Radicati Group estimated that out of the nearly 3 billion worldwide Instant Messaging user accounts, 379 million were being used for work! This 379 million is expected to swell up to 449 million within next 4 years, by 2017! Secure communication.

Enterprise 65

Enterprise Time management Consulting Consulting 65

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. One of the best ways to evaluate customer feedback is through the NPS or Net Promoter Score.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

Comm100

AUGUST 24, 2016

People don’t feel like taking surveys and they flat-out don’t want to contact customer care (except when they’re really, really annoyed), so you’ll probably remain blissfully ignorant of the bulk of your customers’ true feelings. limited functionality. difficulty getting a hold of a live representative.

Customer Service 56

Customer Service Customer Care Scripts Sales 56

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Launched in 2013, Zingtree has helped over 15,000 organizations streamline support, engage with customers, and more. According to the Deloitte survey , it takes about $12k to replace an average call center agent.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Blair Pleasant , analyst and consultant about Unified Communications.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

C Space

JULY 2, 2020

But the team has dug in its heels, with owner Dan Snyder saying in 2013 he would “never change the name.” Survey data from the sales and marketing agency Acosta shows that, in early June, consumers remained cautious about dining in restaurants. Native American leaders have pushed for the Washington, D.C.,

Airlines 52

Airlines Advertising Automotive Multichannel 52

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. According to a survey conducted by the Concerto Marketing Group, 83% of customers will recommend your brand to others if they trust you. Five years later, Amazon acquired it for $1.1

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Answer Dash

JANUARY 9, 2019

According to David Clarke , Global CXO, Experience Consulting & Digital Consumer Markets Leader at PwC, it takes transcendence for some companies to truly pivot. The purchase of The Washington Post in 2013 for $250 million and Whole Foods for $13.7 However, it’s often not just the framework of the company that needs to transform.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Kristen Hayer – Founder & CEO, The Success League.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

JANUARY 25, 2022

The company, set up in 2013, has garnered global recognition. With the help of their platform, businesses can build 180-degree and 360-degree surveys to gather feedback from their employees. Upon the creation of the survey, employees are emailed the link to complete the survey, and they are asked to answer 40-50 questions.

SaaS 10

SaaS Transportation Feedback Construction 10

Pointillist

AUGUST 18, 2021

The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries. The second point from the survey revealed that quantifying the ROI of customer experience is still one of the toughest challenges for CX leaders. But he’s absolutely right.

Education 40

Education Metrics Marketing Journey mapping 40

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. Around 2013, we started to shift our focus. ” We also do regular outreach like NPS surveys and CSAT surveys to make sure that our customers have a voice.

Coaching 0

Coaching Engineering Upselling Marketing 0