ChurnZero

APRIL 23, 2019

The ChurnZero solution helps subscription businesses fight customer churn, expand their current accounts, increase product adoption and optimize the overall customer experience. “At This investment brings the total funding that ChurnZero has raised to date to $10 million.

Accountability 40

Accountability Best practices Analytics Marketing 40

CustomerSuccessBox

MAY 23, 2022

According to LinkedIn’s ‘ 2020 Emerging Jobs Report ’, the Customer Success Specialist role has been ranked: 6th in the US with a 7x increase since 2015. 3rd in Germany with a 15x increase since 2015. Higher account ratios 2. More accountability 3. Analytical Thinking; Solving large scale problems.

Accountability 52

Accountability Marketing Construction Management 52

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

aircall

JUNE 11, 2021

2015 — An open API (applied programming interface) technology was invented to allow software applications to sync and share data between them. Voice tone accounts for 38% of communication. Words alone account for 7% of communication. Use call center analytics to monitor your first-call resolution rate and other metrics.

voip 62

voip APIs Call Center Telecommunications 62

C3Centricity

MARCH 15, 2018

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.

Big data 82

Big data Analytics Personalization Entertainment 82

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

DMG Consulting

JULY 9, 2018

In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. The Uberization of Workforce Management. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter. First Name * Last Name Email Address *.

Management 48

Management Contact Center Enterprise Consulting 48

ClearAction

SEPTEMBER 28, 2015

Why it's key to future success: Patterns are influential in shifting from our current emphasis on index scores, micro approach to following up on low ratings, tactics for moving a few decimals in ratings averages, seat-of-the-pants action planning in silos, and weak accountability for driving changes that customers will reward.

Customer Experience 105

Customer Experience Government Surveys Management 105

AWS Machine Learning

NOVEMBER 8, 2022

In the SageMaker Projects and JumpStart section, select Enable Amazon SageMaker project templates and Amazon SageMaker JumpStart for this account and Enable Amazon SageMaker project templates and Amazon SageMaker JumpStart for Studio users. This is to account for the account-level SageMaker quota that may cause errors in the for loop.

Healthcare 67

Healthcare Construction Accountability Engineering 67

Zingtree

APRIL 14, 2015

San Francisco, California (PRWEB) April 14, 2015. Unlike other solutions, which require prorating for partial months and provisioning every time a staffing change occurs, Zingtree is priced on a per-agent per-day basis and uses a credit account for transactions. Implementing Zingtree live agent scripting costs between $0.35

Scripts 48

Scripts Call Center APIs Analytics 48

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Avaya

JUNE 21, 2016

Today, digital interactions account for more than 35% of all interactions, and at the current rate, it will overtake voice in two years’ time (Dimension Data, 2015). When it comes to delivering unmatched customer experiences, Experience Is Everything. Ten years ago, we did not have web chat, smart phone apps or social media.

Enterprise 45

Enterprise APIs Contact Center Engineering 45

ChurnZero

JANUARY 10, 2020

Chris will be responsible for Mapp’s post-sales customer management, including global account management, revenue delivery, and customer success. Steve Warren, CEO of Mapp, c ongratulated Chris and said “With Chris, we are filling the position of Chief Customer Officer with a true account management professional.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Enghouse Interactive

JULY 16, 2018

These apps have features such as bill pay, account alerts, mobile deposits, fingerprint authentication, and peer to peer transfers. Since 2015, the number of consumers who visited a branch once per month has dropped 20%. Use interaction recording and analytics to listen, understand and support member goals.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

Balto

OCTOBER 31, 2022

Here’s how you can apply these findings: Set up an onboarding buddy system that pairs new hires with tenured agents Apply an accountability schedule to the program. 2015, March 25). 2015, December 2). 2015, August). Send a post-onboarding survey to your new agents: Did this program help them in their role? Ferrazzi, K.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

AWS Machine Learning

JANUARY 13, 2023

Automating the client-server infrastructure to support multiple accounts or virtual private clouds (VPCs) requires VPC peering and efficient communication across VPCs and instances. They were admitted to one of 335 units at 208 hospitals located throughout the US between 2014–2015.

Analytics 71

Analytics Healthcare Scripts Accountability 71

CSM Magazine

JANUARY 11, 2016

Your plan needs longevity and should align with your strategic goals which will no doubt include some of these: improved customer loyalty, advocacy, account growth, retention or higher sales. Media 2015 survey found that 67% of respondents did not think social media was integrated well enough.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

LiveChat

FEBRUARY 22, 2016

Discount codes for the checkout page, premium accounts. CRM, marketing automation and analytics tools, market benchmarks and reports , customer service software. It could be your CRM software, analytics platforms, NPS surveys, even simple contact forms and spreadsheets. Customer service staff. Coupons and loyalty cards.

Marketing 44

Marketing Real estate CRM Personalization 44

CCNG

OCTOBER 19, 2022

Nielsen, 2015) An average NPS increase by 7 points correlates with a 1% growth in revenue. Zendesk, 2022) More than 70% of customers expect agents to have access to all information relevant to their account and query. 44% of respondents’ organizations plan to use journey analytics more, as well. Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Enghouse Interactive

APRIL 28, 2019

As a result, on a global basis 88% (versus 77% in 2015) of business executives* have identified that improving the customer experience is their most important focus for 2019 onwards, specifically noting that integrating and pro-actively managing omni-channel capabilities are key to achieving that objective.

Quality management 40

Quality management Management Scripts Call flow 40

C3Centricity

SEPTEMBER 24, 2017

Already in 2015 data accounted for 44% of Verizon’s profits, as shown in this Adage article. ” (See their diagram on the right) In it they highlighted ChatBots, Big Data analytics, Mobile customer support and messaging Apps. Don’t you think their business model has changed – dramatically?

Technology 48

Technology Transportation Entertainment Customer centricity 48

Nicereply

SEPTEMBER 6, 2022

Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Without this capability, you’ll find yourself duplicating effort and wasting time on administrative tasks such as switching between tools to log notes and keep accounts up-to-date. Laura Hinojosa, Account Executive at Subsync.

CRM 62

CRM Wait times Consulting Consulting 62

Avaya

DECEMBER 6, 2016

If you ask us, though, the best customer experiences today are supported by customer journey analytics. The Need for Customer Journey Analytics. Customer journey analytics is a process that requires tracking and analyzing the way customers use a combination of available channels to interact with an organization.

Big data 66

Big data Customer Experience Analytics Self service 66

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. The modern contact centre, driven by quality management, multichannel analytics and process excellence, offers everything Generation Z needs to satisfy their individuality, quench their thirst for knowledge and actively manage their careers. .

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

AWS Machine Learning

NOVEMBER 16, 2022

According to an article by Cybersecurity Ventures, the damage caused by Ransomware (a type of malware that can block users from accessing their data unless they pay a ransom) increased by 57 times in 2021 as compared to 2015. The following prerequisites are required before continuing: An AWS Account. AWS_ACCOUNT – AWS Account ID.

Scripts 77

Scripts Metrics Accountability Benchmark 77

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. Netflix (@netflix) July 22, 2015. The marketing team can do thorough audience research using tools like Google Analytics and social media analytics to compile data on existing customers and social audience such as: Age.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

AWS Machine Learning

NOVEMBER 23, 2022

Before you get started, make sure you have the following prerequisites: An AWS account. Upload both files to an S3 bucket in your account and region. Follow the instructions provided in the Lake Formation guide here , and choose ‘Amazon EMR’ for Session tag values , and enter your AWS account ID under AWS account IDs.

Scripts 79

Scripts APIs Engineering Sales 79

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Sometimes it is easy to forget that there are people on the other end of the transaction.

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

Bill Durr

JUNE 26, 2017

billion in the same period of 2015. She states that two companies accounted for the majority of the WFO sector’s revenue decrease in the first half of 2016: Verint and Aspect. million in the first half of 2015 to $688.1 Analytics has largely been oversold by vendors. Analytics is a tool. million, a reduction of 10.3

Analytics 40

Analytics Contact Center Consulting Consulting 40

Natalie Petouhof

DECEMBER 1, 2015

Building on the integration of Parature knowledge management in spring 2015, they now have a new role driven agent experience with the Interactive Service Hub, native Knowledge Management, surveys to capture voice of the customer and field service capabilities with our recent acquisition of FieldOne.

CRM 56

CRM Analytics Sales Self service 56

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Reports and analytics. Reports and Analytics. Live chat analytics give you valuable insight into your agents as well. Improve customer service and loyalty.

Best practices 111

Best practices Analytics Sales Benchmark 111

aircall

NOVEMBER 3, 2021

Editorial Note: This post was originally shared on March 23, 2015, and has since been updated. It also allows you to schedule posts on your social media accounts. It doesn’t check social media networks, and it doesn’t offer any analytics or trend insights, but Google Alerts is a great starting point for brand monitoring efforts.

CRM 62

CRM SaaS Sales Feedback 62

Taylor Reach Group

JUNE 11, 2018

Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). First Contact Resolution (FCR): A 1% improvement in first Call Response = $276,000 in annual operational savings for the average Call Center (Ameyo) Improving First Contact Resolution (FCR) is viewed as the greatest benefit of interaction analytics.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Natalie Petouhof

MAY 9, 2016

Mark spoke about his own frustration with the financial institution he banks with and their calls to him about his account. As we listened to Mark V. Hurd’s (Co-CEO or Oracle) keynote, he talked about the issues in IT spending. He estimated, worldwide IT spending is down over the last five years and down 5.1%

Banking 40

Banking Sales Marketing B2B 40

SmartKarrot

JANUARY 25, 2022

It provides its customers with many useful features, like mobile analytics, fraud prevention, audience builder, marketing automation products, cyber security, and anti-hacking solution. Founded in 2015, Personio is one of the leading SaaS companies in Germany. Headquarter: Berlin, Germany. Adjust is a Germany-based SaaS platform.

SaaS 10

SaaS Banking Marketing Chatbots 10