C Space

MAY 26, 2020

The Brand Move Roundup – May 26, 2020. Overhaul of the fashion week system has been mooted for years, but in 2020 change seems to be becoming an economic necessity. According to a survey taken by the U.S. Art competition The Turner Prize will select ten winners to receive bursaries in place of the 2020 award.

Education 52

Education Advertising Sales Transportation 52

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. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

C Space

AUGUST 7, 2020

The Brand Move Roundup – August 7, 2020. When the pandemic is over, one in six workers is projected to continue working from home or co-working at least two days a week, according to a recent survey by economists at Harvard Business School. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Advertising 40

Advertising Surveys Sales Marketing 40

C Space

OCTOBER 7, 2020

The Brand Move Roundup – October 7, 2020. British banks NatWest Group PLC (the former RBS Group PLC ) and Barclays PLC have both committed to using their business to further the Paris agreement, the 2015 deal that called on global governments to curb rising temperatures. Brand Move Roundup – October 6, 2020. Citigroup Inc.

Banking 40

Banking Education Engineering Government 40

C Space

SEPTEMBER 29, 2020

The Brand Move Roundup – September 29, 2020. In a recent survey of 63 merchants by CommerceNext , an event series and community for retail marketers, respondents said that their biggest logistics concern leading up to the holidays was that carriers like FedEx and UPS would cap deliveries during peak demand.

Education 40

Education Transportation Airlines Consulting 40

C Space

OCTOBER 12, 2020

The Brand Move Roundup – October 12, 2020. The number of people starting its “stressed meditation” offering is up six-fold, and the company said that a survey it conducted earlier this year found that 53% of workers feel mental health benefits are now essential. Brand Move Roundup – October 9, 2020.

Airlines 40

Airlines Government Entertainment Advertising 40

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Enghouse Interactive

FEBRUARY 12, 2021

Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Customer satisfaction is at its lowest level since 2015. in 2020, while web chat increased from 1.5%

Best practices 74

Best practices Surveys Customer Service Customer Experience 74

Fonolo

MARCH 22, 2022

A 2020 Gallup poll showed that just 36% of employees reported feeling engaged with their job. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Toister Performance Solutions

APRIL 7, 2020

A new survey reveals nearly a third of customers expect businesses to respond to emails in one hour or less. Keep reading to see the results of this latest survey, and get resources for improving your response time. percent of customers surveyed want a response in one hour or less. One day is too long to respond to email.

Surveys 94

Surveys Management 94

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Published on: February 05, 2020. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

IdeasUnlimited

MAY 6, 2021

By 2015, Twitch had more than 100 million viewers per month. As of February 2020, it had 3 million broadcasters monthly and 15 million daily active users, with 1.4 According to recent Clutch survey data, consumers especially value human interaction when calling a business. By April 10, 2008, Justin.tv Monitoring Content.

Surveys 52

Surveys Accountability Feedback Sales 52

IdeasUnlimited

MAY 6, 2021

By 2015, Twitch had more than 100 million viewers per month. As of February 2020, it had 3 million broadcasters monthly and 15 million daily active users, with 1.4 According to recent Clutch survey data, consumers especially value human interaction when calling a business. By April 10, 2008, Justin.tv Monitoring Content.

Surveys 52

Surveys Accountability Feedback Sales 52

Eptica

JUNE 11, 2020

Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. This drop in performance has a clear impact on loyalty and profitability and this could be costing UK brands £33 billion a year.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Creative Virtual

JUNE 2, 2020

In the 2020 edition of The Inner Circle Guide to AI-Enabled Self-Service (available for download in a UK version and in a US version ), ContactBabel surveyed business leaders about their current and planned customer service offerings and investments. The combination of humans and AI makes for an improved customer support experience.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

TechSee

APRIL 10, 2019

It therefore comes as no surprise that Econsultancy ’s survey showed that companies feel enhancing CX is the single most exciting opportunity for 2019, ahead of both content marketing and mobile marketing. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

C Space

MARCH 12, 2020

Whilst general awareness around the COVID-19 coronavirus outbreak is high, C Space results from survey data collected on 3/8 show that just 36.5% In 2015, the South Korean government came under criticism for withholding information during the MERS-CoV outbreak – including information about where patients had been. Felix Koch.

Government 86

Government Customer centricity Surveys Marketing 86

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

Netomi

MARCH 27, 2022

CSAT is often measured by completing customer satisfaction surveys. Surveys are completed through a brief, single question form asking how a customer feels following their most recent experience. This can be done through an email, chat, phone follow-up question, or through traditional paper or postcard satisfaction surveys.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

C Space

JULY 23, 2021

In January 2020, Sam Friedman, a sociologist at the London School of Economics noticed in the annual British Social Attitudes Survey: 47% of people who work in middle-class professional jobs identified as working class, and 24% of people whose fathers worked in middle-class jobs do the same. The company’s share of the U.S.

Big data 52

Big data Surveys Marketing Customer Experience 52

Liveops

FEBRUARY 12, 2020

Each generation has its personality types and values, but in the 2020 workforce, their attitudes are very similar. A survey of American workers said they would be 45% more efficient if they had more meaning in their jobs. These generations have strong voices behind the need for work-life balance. Flexibility is important to all ages.

virtual call center 71

virtual call center Construction Call Center Enterprise 71

Liveops

FEBRUARY 12, 2020

Each generation has its personality types and values, but in the 2020 workforce, their attitudes are very similar. A survey of American workers said they would be 45% more efficient if they had more meaning in their jobs. These generations have strong voices behind the need for work-life balance. Flexibility is important to all ages.

virtual call center 62

virtual call center Construction Call Center Enterprise 62

ProProfs Blog

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. You can float surveys across your team members and customers and leverage their valuable feedback for overall improvement. If yes, then has any business benefited from it?

Sales 158

Sales Morale Personalization Scripts 158

Hero Digital

SEPTEMBER 25, 2018

A 2018 survey by NewVantage Partners found nearly all executives asked (98.6%) agree that their businesses are actively working to become a data-driven enterprise, yet only 32.4% According to IBM’s Quant Crunch report, demand for data professionals is outstripping supply and expected to grow by 28% by 2020.

Analytics 46

Analytics outsourcing Enterprise Marketing 46

Balto

OCTOBER 31, 2022

Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys. CSAT Surveys. We surveyed 408 people for this report. Did it help them find the information they needed? 1,001-3,000.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Avaya

OCTOBER 5, 2016

In fact, “ budget and resource constraints ” was listed as one of eight top challenges cited by IT professionals in a global survey last year. The average company spent $400,000 on networking equipment in 2014—a number that increased by nearly 20% in 2015.

Wireless 83

Wireless Enterprise Technology Management 83

Comm100

JUNE 15, 2022

Tangerine Telecom began using Comm100 Live Chat in 2015 to bring their broadband customers more convenient and accessible support. Surveys show that 57% of people find long hold times frustrating when calling a business. Let’s look to Tangerine Telecom in Australia for an excellent chatbot customer service use case. Tangerine Telecom.

Chatbots 84

Chatbots Customer Service Wait times Technical Support 84

Taylor Reach Group

JUNE 11, 2018

In fact, 44% of millennials surveyed expect their experience to be consistent across all device. Voice: Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human. By 2020 self-service tools will be tailored to help customers solve problems by themselves.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work. Demographics We surveyed 621 agents for this report. Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

C Space

JULY 18, 2018

In late 2015, Dean Baquet, executive editor of The New York Times, assembled a group of seven journalists for an important assignment. For more than a year, the seven journalists, dubbed the 2020 Group, worked closely with leadership. How should The New York Times change the newsroom to meet the challenges of the future?

Advertising 56

Advertising Metrics Surveys Accountability 56

Talkdesk

DECEMBER 18, 2017

Recently, a McKinsey survey pointed out that text-based communications channels like web chat, social media and email will grow from 30 percent of all customer care interactions in 2015 to as much as 48 percent in 2020. Customers want replies ASAP. Don’t just take our word for it.

Chatbots 40

Chatbots Contact Center Customer Care Surveys 40

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. From a Linear to a Circular Economy.

Technology 77

Technology Big data Analytics Personalization 77

CSM Magazine

AUGUST 10, 2017

The Forrester Report ‘The Insights-Driven Business’ forecasts that insight-driven businesses will grow from $333 billion in revenue in 2015 to $1.2 trillion in 2020 — making up an astonishing compound annual growth rate between 27% and 40%. billion in 2015 —up 12 percent from the previous year. This is a costly mistake.

CRM 40

CRM Advertising Customer centricity SaaS 40

EPIC Connections

SEPTEMBER 28, 2017

workforce by the end of 2020 (read: in two years !) 1 International Data Corporation, US Mobile Worker Forecast Report 2015-2010. 2 Pew Research Center Tabulations of monthly 1995-2015 Current Population Surveys, Integrated Public Microdata Series (IPUMS).

Calibration 33

Calibration Benchmark Contact Center Technology 33

REVE Chat Blog

APRIL 1, 2020

Billion in 2015 to $4.0 Billion by 2020. Hubspot study says, “ 4 2% of companies don’t survey their customers or collect feedback” Eventually, these companies fail to understand customer expectations. The answer is customer loyalty. PR Newswire says that the loyalty management market will grow from $1.4

Management 75

Management Feedback Brand ambassadors Chatbots 75