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 #Customer Click To Tweet.

Big data 82

Big data Analytics Personalization Entertainment 82

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. Customer Satisfaction Surveys. CRM Push Follow Up.

Call Center 45

Call Center Customer Service Call flow Abandon rate 45

Enghouse Interactive

JULY 16, 2018

Since 2015, the number of consumers who visited a branch once per month has dropped 20%. According to a survey by Novantas, half of U.S. Contact centers must integrate with CRM and other back office systems to drive digital transformation and to offer the best member experience. Member Obstacles to Adopting Digital Banking.

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

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

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

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

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. Flexibility – when Calabrio surveyed more than 250 contact centre professionals recently, after higher pay (55%) the thing agents wanted most was flexibility (34%). Take Generation Z, Gen Z or Zoomers as they are fondly called. Aim for: 1.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

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

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

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

Tenfold - Contact Center Blog

JULY 9, 2018

A 2016 survey by Call Center Helper shared that 62.7% 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.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Of course, it took about 20 years for CRM to become an overnight success. In fact this number increased from 67% in 2012 to 84% in 2015. Kate Legett.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64