CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. London School of Economics, 2005) Customer Effort Score Is CES worth your attention?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

TechSee

DECEMBER 5, 2017

Founded in 2005, Coveo is a provider of predictive search technologies, with integrated plug-ins for Salesforce.com, Sitecore, Google Apps for Work, Atlassian, JIRA, Office 365, YouTube, Lithium, Jive, Dropbox, and more. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Technology Self service Call Center 116

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. With built-in analytics and reports, managers can track agent performance to improve effectiveness all around. Agents can also send feedback directly to script authors to further improve processes. Feedback loops are imperative to success.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

inmoment

MARCH 9, 2020

From ‘Full-service, Analog’ to ‘Self-service, Digital’ Experiences. To distinguish themselves in this environment, the best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions. What is her willingness to recommend Delta on a 1 to 10 scale?”

Customer Experience 52

Customer Experience Self service Engineering Telecommunications 52

Xaqt

JUNE 22, 2020

The innovation quagmire in the Call Center Reporting and Analytics space is rooted in three key issues: Vendor's who's contact center suites are an amalgamation of various acquisitions, such as: Cisco, Avaya, Genesys, NICE and Verint have done a poor job of providing integrated data and reporting across their own portfolios.

Call Center 52

Call Center Contact Center Analytics Engineering 52

SmartKarrot

JANUARY 22, 2021

1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms. Customer Success: Present.

SaaS 10

SaaS Customer centricity CRM Analytics 10