Satrix Solutions

MAY 13, 2021

With this in mind, we offer several complexities to consider when surveying your B2B customers. Fortunately, many of the considerations when building your customer satisfaction and loyalty survey can actually free you from the common constraints found in general consumer surveys. Be open to complexity in survey design.

B2B 78

B2B Surveys B2C SaaS 78

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

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CCNG

JUNE 1, 2022

In April of 2021 the number of workers who quit their job in a single month broke an all-time U.S. workers describe their companies as being understaffed, and these workers are more likely to say they have recently considered quitting, according to a new (10/2021) CNBC workforce survey. Exactly half of U.S.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

Satrix Solutions

JANUARY 24, 2022

The pivoting in 2021 marked a change in the power dynamic of CX across the board, and as we look ahead to 2022, the maturing of an internal CX program within the organization is vital to maintaining the existing customer base and expanding within your industry. As the world is forced to pivot quickly, so too are B2B organizations.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Beyond Philosophy

JULY 21, 2022

Pickle #1: How can you increase survey response rates to create a more robust voice of customer data? Jane writes: In August 2021, you did a podcast about increasing email response rates, and I was keen to learn from this. So how would we go about increasing the response rates on surveys sent through email to busy customers? .

B2B 221

B2B Surveys Metrics Consulting 221

DMG Consulting

JULY 31, 2019

DMG Consulting Releases 2019 Call Tracking Product Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. When: Today, 17 July 2019.

Consulting 48

Consulting Consulting Interactive Voice Response Virtual Agent 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 – 2020 Contact Center 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Analytics 48

DMG Consulting

OCTOBER 17, 2019

DMG Consulting Releases 2019 Robotic Process Automation 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 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. Where: Available at the DMG Consulting online store. 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

SEPTEMBER 26, 2018

DMG Consulting Releases 2018 – 2019 Speech 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

CSM Magazine

JULY 28, 2022

In 2021 and early 2022, the demand for home buying new homes increased so greatly that demand outgrew supply and caused the cost of homebuying soared. According to a national survey, 69% of respondents say they expect rent prices to continue to rise at a near-record pace. We looked at data from around December 2021 through July 2022.

Surveys 88

Surveys Best practices Feedback Marketing 88

delighted

JUNE 3, 2021

A year after the pandemic began, in April 2021, we’re seeing a resurgence in consumer spending with the US vaccine rollout and as businesses reopen. We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. So what does this mean for retail? Which of the pandemic trends will stick?

Advertising 98

Advertising Entertainment Sales Personalization 98

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 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. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center 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. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Beyond Philosophy

MAY 12, 2021

Porte says they were hearing from their clients worldwide that 2021 was posing challenges for them. 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. Porte said the numbers were surprising.

Analytics 221

Analytics Chief Customer Officer Technology Surveys 221

CCNG

JULY 20, 2022

In 2021 they introduced a second global mental health paid holiday and announced permanent hybrid working arrangements for all office-based employees. Dump the personnel surveys and really take time to listen through roundtables, open forums, discussion boards and social media. Use the feedback to create an employee-centric culture.

CCNG 195

CCNG Consulting Consulting Contact Center 195

Interaction Metrics

OCTOBER 25, 2023

Objective DEI survey questions helped Orange County Fire Authority build its programs based on science-driven data. In fact, despite national awareness around issues of racial equity, employees often respond skeptically to DEI survey questions, making it difficult to succeed from the start. It’s the way an organization conducts itself.

Metrics 62

Metrics Surveys Employee engagement Consulting 62

CSM Magazine

DECEMBER 10, 2021

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices. About the Author.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

CSM Magazine

AUGUST 11, 2021

To this last point, results from a recent survey show that 83% of respondents believe that managing the entire customer journey, from acquisition to loyalty, is a top priority in 2021 — likely because great CX translates to customer loyalty, increased revenue and improvements in other top business objectives. Achieve CX nirvana.

Chief Customer Officer 59

Chief Customer Officer Feedback Consulting Consulting 59

DMG Consulting

JUNE 8, 2021

However, as contact centers receive feedback about departments, policies and systems from all over an enterprise, IA can provide useful insights about many aspects of a company. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting. Transformational Benefits of IA.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. We love hearing them, learning from them and implementing their feedback directly into the Bob platform.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

DMG Consulting

SEPTEMBER 24, 2021

July 7, 2021 Donna Fluss. Voice-of-the-customer applications, also known as surveying solutions, ask customers how they feel about specific situations, but they can be used on only a limited basis, provided people respond at all. The post The Transformational Value of Interaction Analytics appeared first on DMG Consulting.

Analytics 77

Analytics Enterprise Contact Center Quality management 77

NobelBiz

AUGUST 28, 2023

Integration with Customer Feedback Channels like surveys and reviews into your contact center operations can enable agents to gather valuable insights and adapt their approach accordingly. Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. Here’s a quick checklist to get you started.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

aircall

JUNE 16, 2021

In our 2021 ECommerce Report , we surveyed nearly 6,000 eCommerce shoppers across seven countries. Other sobering statistics in the survey illustrate the importance of getting it right the first time: Half of all customers would stop buying from a brand after a single bad customer service experience. Expert knowledge.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

ChurnZero

DECEMBER 29, 2020

Customers don’t value your word, which as consultants, is how you effect change to drive success. And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come). The full report releases in early January 2021 (you can subscribe to our newsletter to receive it ). Customer Success Around the Web.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Balto

JUNE 23, 2022

We surveyed 567 agents across the United States. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Age Distribution of Survey Participants. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). Demographics. female and 47.3%

Scripts 52

Scripts Coaching Contact Center Surveys 52

aircall

JUNE 21, 2021

To do so, here are some practices that you can implement: Ask customers for feedback. Respond to customer feedback. Incorporate feedback into your product, service, or e-commerce website. Organizations stand to gain a ton of insight by collecting customer feedback. 35% of them will post a positive review online.

Sales 71

Sales Customer Experience Surveys Feedback 71

CSM Magazine

FEBRUARY 8, 2022

Indeed, more than two-thirds of respondents to a 2021 survey said digital accessibility was a priority for their company. Inge De Bleecker is CX/UX Consultant to Applause. Committing to greater accessibility and inclusivity. Accessibility and inclusivity have come a long way in recent years. About the Author.

Customer Experience 52

Customer Experience Customer centricity Journey mapping Consulting 52

delighted

NOVEMBER 19, 2021

This post contains key demographic takeaways from our 2021 Omnichannel Consumer Trends study. . We surveyed 1,200 shoppers across the US to learn more about their shopping habits and preferences. However, our survey of 1,200 US shoppers shows something different. A preference for convenience over bargain. About Delighted.

Advertising 52

Advertising Surveys Consulting Consulting 52