Playvox

MARCH 7, 2024

Bringing these reports, statistics, and trends to a corporate implementation is challenging for various industries. The official website for International Women’s Day showcases diverse topics that are useful for internal campaigns and social media.

Best practices 87

Best practices Surveys Consulting Consulting 87

Lumoa

AUGUST 8, 2023

Knowing the demographic makeup of customers can help identify trends and correlations between certain demographics and customer satisfaction. It helps to identify patterns and trends in the data, such as which options are most popular or least popular. Here, we see an example of Lumoa’s AI performing regression analysis.

Surveys 83

Surveys Feedback Banking Best practices 83

Fonolo

FEBRUARY 2, 2023

Statistical machine learning This type of automation technology focuses on analyzing and mapping patterns in your customer and data, agent activity, and much more. Customer self-service Self-service is one of the hottest topics in the contact center right now, and for good reason.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

delighted

APRIL 1, 2024

That is, you won’t necessarily be able to tally statistics, but you will likely uncover insights or recurring sentiment trends that you might not have been aware of. How satisfied are you with the variety of topics presented at the conference? How would you rate the speakers? How would you rate the venue?

Surveys 100

Surveys Feedback Best practices Construction 100

Taylor Reach Group

MAY 19, 2021

At this point you are not looking for a statistically valid sample but a sample that is indicative. Using CRM and disposition codes (call/contact types), one can look at the calls coming back from the same customer regarding the same topic in a pre-defined timeframe. The assumption is that these calls are not FCR.

CRM 169

CRM Metrics Consulting Consulting 169

Beyond Philosophy

MARCH 2, 2020

I am sure that the research is sound, and the authors that wrote the piece can show statistically based on the data they were using that bad customer service can contribute to profitability. It is also critical to consider one of my favorite topics, customers’ memories of your experience.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

delighted

SEPTEMBER 16, 2022

Today, we’ll tackle the last topic: how close-ended questions differ from open-ended ones, plus how, when, and why to use them. Close-ended questions are commonly used in surveys because they enable survey creators to collect quantitative data that can then be tallied into scores, percentages, or statistics that are tracked over time.

Surveys 83

Surveys Feedback Advertising Best practices 83

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. It doesn’t need to be complicated.

Upselling 98

Upselling Metrics SaaS Sales 98

Comm100

JULY 27, 2023

These statistics only focus on those that make it to higher education, and the number that reach this stage with the condition is low. For example, around 50% of the prison population in Texas have dyslexia, a trend that assistive learning technology is helping to reduce. What Is Live Chat?

Education 80

Education Technology Chatbots Personalization 80

ChurnZero

MARCH 24, 2023

With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in. It doesn’t need to be complicated.

Upselling 97

Upselling Metrics SaaS Sales 97

ProProfs Blog

OCTOBER 4, 2020

But when you’re trying to identify trends or understanding the opinions and decision driving factors, you need a full-scale survey. Raw data can be turned into actionable insights only after the aggregation, analysis, and identification of statistical data over large sample size. Cover only one topic in a question.

Surveys 147

Surveys Education Feedback Marketing 147

Fonolo

JANUARY 14, 2020

As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Many of the posts are backed by Forrester’s own proprietary research and are typically written by a thought-leader in the topic they’re covering. .

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Toister Performance Solutions

MAY 11, 2023

There's no advanced math or exotic statistics. Although the topic isn’t customer service, its reflects the same approach I’d use for any training program. Mystery shopping scores immediately improved and continued to trend upward. They just want results. This guide can help you.

Customer Service 87

Customer Service Surveys Best practices Customer retention 87

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Summarize for quarterly and annual trend spotting and forecasting. I am reading articles every week about AI and find it’s impact fascinating.

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

Quiq

MARCH 31, 2022

Customer retention statistics you should know. A great way to get started and ensure you have a thorough understanding of customer retention is to dive into the statistics. According to Zendesk’s CX Trends 2022 report , 61% of customers would now defect to a competitor after just one bad experience.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Fonolo

FEBRUARY 19, 2019

Our hope was that a) we could develop a loyal audience by covering topics beyond the immediate neighborhood of our product; b) we would do this with a quasi-formal journalistic ethic (e.g. This is a topic we’ve been covering almost since Day One. This was a topic we focused on in the earlier years, but less so recently.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

ShepHyken

MARCH 27, 2023

The net result clearly isn’t positive, and if the trend continues, your company’s market share will shrink. My Comment: I recently wrote an article about how to get customers to trust you more, so this topic has been on my mind. You’ll find some intriguing findings and statistics about what drives trust (and mistrust).

Customer Service 56

Customer Service B2B Customer retention CRM 56

Global Response

OCTOBER 26, 2022

A dashboard is a collection of statistics measuring performance aggregated for viewing to identify insights. Forecasting: Know your estimated monthly contact volume and ask the outsourced contact center partner how they will staff your business trends. Dashboards: Receive examples of how the partner displays an overview of KPIs.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

CSM Magazine

FEBRUARY 28, 2020

Social media has become a hot topic in the customer service sector, and for good reason. According to key internet statistics social media continues to explode in popularity, as more individuals are turning to these channels to connect with friends and family and even do business online. Everyone’s Doing It.

Customer Service 52

Customer Service Surveys Accountability Sales 52

Spearline

JULY 13, 2021

Therefore, one of the purposes of the Spearline blog is to educate our readers and update them with the latest and most relevant pieces of information, including trends in the contact center industry. We thought we’d look at these current trends in the contact center industry and predict where things may are heading.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98

Calabrio

MARCH 23, 2017

What if brands could determine even seemingly unpredictable trends before customers ever specifically stated a problem? With topic modeling, it’s possible, and that’s just one of the things that we’re working on here at Calabrio. These statistical models determine the connections between those themes and how they change over time.

Customer Experience 51

Customer Experience Contact Center Analytics Marketing 51

Fonolo

SEPTEMBER 4, 2018

It’s not an easy topic because there are many ways to look at economic data, especially from a country as large and diverse as the United States. Let’s look at the Bureau of Labor Statistics. Are the Robots Going to Take All the Jobs? We Don’t See it in the Data. More here: How to Think about Chatbots in a Big Picture Kinda Way.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Comm100

JANUARY 18, 2022

While this statistic may look concerning, in context of a record-high benchmark score in 2020, 2021’s CSAT average is still a very strong score. With teams of all sizes placing a greater emphasis on CX excellence, we anticipate a trend towards longer chat durations. Customer satisfaction (CSAT) dipped.

Benchmark 52

Benchmark Metrics Wait times Quality management 52

Calltools

OCTOBER 14, 2020

In many cases, call monitoring solutions also have features like: Call statistics that let managers see the performance of individuals and teams. Implement Goal Setting Call statistics are important when it comes to setting goals and making sure agents hit their KPIs. It lets you hear both sides of the conversation.

Call Center 52

Call Center Scripts Coaching Sales 52

inmoment

OCTOBER 25, 2018

Last week, I covered findings from InMoment’s 2018 US Retail CX Trends Report that discussed how brands can earn their customers’ trust. The next topic we looked at round loyalty is how and why it develops, anas well as unravels. This time I’ll delve into the second theme: Loyalty.

Feedback 75

Feedback Marketing Personalization 75

Natalie Petouhof

NOVEMBER 2, 2016

Data analysis and visualization, media statistics, sentiment analysis, influencer profiling and analysis. Trend analysis, topic and theme analysis, word/tag cloud, competitive monitoring and analysis. Optimize design of advertising and marketing campaigns, as well as customer service engagement based on customer insights.

APIs 84

APIs Advertising Analytics CRM 84

Stratifyd

JULY 10, 2019

NPOs can gather real-time insights about what individuals need in times of crisis based on geographical trends or verbatim feedback. Of the data we ingested, 21% contained bigrams or statistically relevant word clusters about topics like water distribution, shelter, and official response.

Government 40

Government Analytics Accountability Feedback 40

Calabrio

MARCH 23, 2017

What if brands could determine even seemingly unpredictable trends before customers ever specifically stated a problem? With topic modeling, it’s possible, and that’s just one of the things that we’re working on here at Calabrio. These statistical models determine the connections between those themes and how they change over time.

Customer Experience 40

Customer Experience Contact Center Analytics Marketing 40

Calabrio

MARCH 23, 2017

What if brands could determine even seemingly unpredictable trends before customers ever specifically stated a problem? With topic modeling, it’s possible, and that’s just one of the things that we’re working on here at Calabrio. These statistical models determine the connections between those themes and how they change over time.

Customer Experience 40

Customer Experience Contact Center Analytics Marketing 40

Netomi

OCTOBER 19, 2022

Customer Experience is king, with countless statistics that accentuate its importance. Speaking on the topic of CX predictions for 2022, Netomi CEO Puneet Mehta noted that “we saw a big shift in the role of CX within an organization, and customer experience executives now have a seat at the executive table.”.

Customer Experience 52

Customer Experience Construction Sales Technology 52

Vcaretec

JUNE 6, 2022

Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry. We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

ShepHyken

JANUARY 27, 2020

Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. While not new, this is a technology that is starting to trend as “business as usual.”

Customer Service 65

Customer Service Customer retention Airlines Employee engagement 65

delighted

APRIL 13, 2022

Quantitative research is the collection and statistical analysis of numerical data. This type of data helps you to more easily spot trends, make predictions and see correlations. Focus groups: Interviewing a select group of individuals to get their opinions on a product or topic can give you honest insights from consumers.

Surveys 78

Surveys Customer effort Feedback Metrics 78

BlueOcean

AUGUST 30, 2018

This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. Be aware of how a potential contact center partner is evolving their hiring processes and training processes in tandem with customer trends. The 3 Hottest Trends Impacting Outsourcing Customer Care.

Customer Service 92

Customer Service outsourcing Contact Center Chatbots 92

CustomerSuccessBox

MAY 23, 2022

Trends in the Customer Success Industry. Since things cannot be projected that far away, let’s look at the ongoing trends that are happening in Customer Success alone. Since things cannot be projected that far away, let’s look at the ongoing trends that are happening in Customer Success alone. Business/Data/Statistics curiosity.

Accountability 52

Accountability Marketing Construction Management 52

Lumoa

AUGUST 23, 2021

Another trend to emerge throughout the increasing digital interactions has been the use of video. Other factors that influence brand decisions are also changing as the “buy local” trend continues to accelerate. This statistic alone shows a significant shift in potential customer journeys.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

JustCall

OCTOBER 20, 2019

With the consumer market now being highly aware of their needs and new things in town, as a real estate agent, one needs to be up-to-date with new trends too. With their no-nonsense attitude, the McKissock blogs talk about appraisals of several home types (such as senior housing), real estate tax laws, and many more such topics.

Real estate 56

Real estate Coaching Finance Advertising 56