Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? In 2015 top companies in both the US and UK could only answer 65% of questions asked on their websites – meaning that nearly a third of basic queries are currently going unanswered. Share this page on: Tweet.

Customer Service 49

Customer Service Self service CRM Analytics 49

Infinity

FEBRUARY 17, 2020

Sarah Sack | CRM and Business Analytics Manager, Promises Behavioral Health. Interactions over the phone , Salesforce, (2015). Competition on CX , Gartner,(2015). “Integrating our Infinity data with Salesforce has made it possible to identify the sources responsible for thousands of our patients that we couldn’t before.”.

Marketing 52

Marketing Sales CRM Analytics 52

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group.

Contact Center 67

Contact Center B2C Chatbots B2B 67

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report. increase in the QA sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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. CEX #CRM #CustomerSatisfaction Click To Tweet.

Technology 77

Technology Big data Analytics Personalization 77

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. CEX #CRM #CustomerSatisfaction Click To Tweet.

Big data 82

Big data Analytics Personalization Entertainment 82

C3Centricity

NOVEMBER 4, 2019

CEX #CRM #CustomerCentricity Click To Tweet. In the 2015 Korn Ferry CMO Pulse Report , it confirmed that marketers need new skills and can no longer rely on creativity alone. CEX #CRM #CustomerCentricity Click To Tweet. CEX #CRM #CustomerCentricity Click To Tweet. It is a journey with the aim to satisfy and delight.

Customer centricity 59

Customer centricity Advertising CRM Marketing 59

CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. CRM Push Follow Up.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

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. Implement CRM integrations that leverage call tags and insight cards. Use call center analytics to monitor your first-call resolution rate and other metrics. Telecommunication Now.

voip 62

voip APIs Call Center Telecommunications 62

Enghouse Interactive

JULY 16, 2018

Since 2015, the number of consumers who visited a branch once per month has dropped 20%. Contact centers must integrate with CRM and other back office systems to drive digital transformation and to offer the best member experience. Use interaction recording and analytics to listen, understand and support member goals.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40

LiveChat

FEBRUARY 22, 2016

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. You can learn more on what makes online customer service tick in our Customer Service Report 2015.

Marketing 44

Marketing Real estate CRM Personalization 44

Hodusoft

MARCH 22, 2024

Limited customer insights: HoduSoft’s CX solutions offer advanced analytics capabilities that provide actionable insights into customer interactions, sentiment analysis, and performance metrics.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Perhaps the most important point to consider here is whether your phone system will integrate with your CRM. But Aircall integrations are about more than just your CRM. You can read the full report here. “As ” ?

CRM 62

CRM Wait times Consulting Consulting 62

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

CSM Magazine

JANUARY 11, 2016

APIs can be hooked up and performance metrics and social data can be overlaid with CRM systems for traditional channels. Media 2015 survey found that 67% of respondents did not think social media was integrated well enough. Using a social customer service tool with analytics will be a big help here.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

JustCall

APRIL 12, 2023

Founded in 2015, Gong is a popular sales intelligence software that provides deep insights into deal progress, pipeline, and market trends. Compatibility with different platforms Check if the Gong alternative integrates with your sales tools, such as CRM, email, and video conferencing software.

Sales 52

Sales Coaching CRM Contact center software 52

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

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. ” The skills contained include sales, marketing, customer service, analytics, change management and collaboration – all within the same team, rather than simply scattered across the organisation. And why do you need one?

Multichannel 92

Multichannel CRM Contact Center Banking 92

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. From the moment they are recruited, support young staff with technology that blends mobile and desktop applications with CRM and critical business systems. Take Generation Z, Gen Z or Zoomers as they are fondly called.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

CRM 56

CRM Analytics Sales Self service 56

Peter Lavers

DECEMBER 19, 2017

We refer to this as “data wrangling” Even well established analytics teams can still lack the Single Customer View, or easily accessible Data Lake or analytical playpen, they need for their work. Back in 2015, we conducted a poll of leaders, asking about use of data models & metadata.

Analytics 100

Analytics Surveys Coaching Technology 100

aircall

NOVEMBER 3, 2021

Editorial Note: This post was originally shared on March 23, 2015, and has since been updated. 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. Hubspot CRM. Brandwatch. Seamless Integration with Other Tools.

CRM 62

CRM SaaS Sales Feedback 62

SmartKarrot

JANUARY 18, 2022

Found in 2015 by Vijay Yalamanchili, Keka, Keka is an HR and payroll management software designed for modern organizations. The services provided by Zoho include Zoho CRM, inventory management, mobile application development, project time tracking, collaborative client portal, and more. This article will help you –. CloudCherry.

SaaS 11

SaaS Finance CRM Analytics 11

Natalie Petouhof

DECEMBER 6, 2016

In addition, the release includes analytics performance enhancements with caching for frequent reporting and better notifications for report authors. In addition, the the agent browser UI has gone through a significant performance enhancement to support high interactivity and now supports a much broader range of analytics capabilities.

Contact Center 79

Contact Center Analytics Best practices Metrics 79

ClearAction

OCTOBER 25, 2018

Don’t assume that Marketing’s ownership of things like market intelligence, predictive analytics, digital, retention, loyalty and CRM qualifies this department to achieve your enterprise customer experience goals. 2 Going Beyond Customer-Centric Marketing , Forbes, Christine Crandell, 2015.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

Tenfold - Contact Center Blog

JULY 9, 2018

By deploying reliable call center analytics software, performance-based results can be accurately measured. According to a 2015 survey conducted by Aspect , 32% of respondents pointed to phones as the most frustrating customer service channel. Then multiply the result by one hundred. This is then divided by the total number of calls.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Vistio

AUGUST 9, 2021

He now focuses on advising senior leaders on strategic, operational, and technology issues of contact centers, customer experience management tools (including CRM, CxM, and CEM), and BPS&O (Business Process Services and Outsourcing) drawing from his extensive personal experience to provide relevant and logical solutions.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

RichCall

SEPTEMBER 13, 2017

The promise of Omni-channel today is similar to that of Customer Relationship Management (CRM) platforms a quarter of a century ago; by centralizing knowledge and customer information, it enables agents in our Contact Center to deliver more satisfying customer experiences, resolve issues more quickly and efficiently and generate more revenue.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Natalie Petouhof

MAY 9, 2016

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% He also talked about revenue growth being stalled because companies are focusing on cost cutting to make their numbers for Wall Street.

Banking 40

Banking Sales Marketing B2B 40

C3Centricity

NOVEMBER 21, 2018

brand #Marketing #CEX #CRM Click To Tweet. Accenture #CEX #CRM #Consumers #Brand #Marketing Click To Tweet. SOURCE: Korn Ferry CMO Pulse Report 2015. In the 2015 Korn Ferry CMO Pulse Report , it is confirmed that marketing needs new skills. CEX #CRM #Customer #Business #Decision Click To Tweet.

Customer centricity 77

Customer centricity Marketing Advertising CRM 77

Natalie Petouhof

SEPTEMBER 1, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Predictive analytics identify known attributes and reveal previously unknown attributes that drive customer success.

Sales 40

Sales Management Advertising Analytics 40