Vcaretec

JUNE 6, 2022

As a result of years of Vcare survey data, we created the 4-30-30 Rule. Customer support representatives need to also have support, in the form of human resources, IT, and care analysts ready to on-board, offer technical support, and monitor your care analytics.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. percent of contact center analytics found data improves customer service agent performance. Using digital surveys is another way to garner valuable feedback.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Stratifyd

OCTOBER 16, 2018

Stratifyd, an end-to-end customer analytics platform powered by AI, announced today that it has closed a $25 million Series B investment. Uniting with Georgian Partners will allow us to expand our leadership in the field of customer analytics,” said Derek Wang, CEO of Stratifyd. 16, 2018, CHARLOTTE, N.C. About Stratifyd.

Customer retention 67

Customer retention Analytics SaaS CRM 67

CSM Magazine

JULY 29, 2021

In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development. With Addepto’s help, your company will make the most of NLP.

Real estate 98

Real estate Engineering Consulting Consulting 98

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

SaaS 98

SaaS B2B Feedback Enterprise 98

Win the Customer

SEPTEMBER 5, 2017

Over eight percent of small businesses suffered burglary or theft in 2016, a survey of 1,000 small business owners by Insureon found. billion in 2015, growing $1.2 First and foremost, security systems pay for themselves by protecting businesses from property damage and losses incurred by burglary. Reducing Inventory Shrinkage.

Surveys 115

Surveys Sales Marketing Analytics 115

Hero Digital

SEPTEMBER 25, 2018

With more marketers becoming aware of the importance of analytics, many enterprise organizations are now promising to be “ data-driven.” 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%

Analytics 46

Analytics outsourcing Enterprise Marketing 46

Stratifyd

OCTOBER 4, 2018

The companies are chosen based on employee surveys, and this year, the Stratifyd workforce showed love for the company in a big way. Stratifyd is an end-to-end customer analytics platform. The company got its start in 2015 and was co-founded by Wang, Thomas Kraft, and Li Yu.

Customer retention 71

Customer retention Enterprise Analytics Surveys 71

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

Fonolo

JANUARY 29, 2019

44% of people surveyed in the U.S. Call center volumes have dropped by 71% since 2015. Concentrix Analytics Practice Lead. As a seasoned consumer experience practitioner, Reagan leads the Concentrix Analytics Practice, where insights and predictions become effortless experience. This is listed by 34% of U.S. Shai Berger.

Call Center 85

Call Center Airlines Contact Center Self service 85

Verint

JULY 31, 2017

text, phone, email, local branch visit, online survey) are the foundations for today’s VoC strategy planning. Speech Analytics and Text Analytics are leveraged in an integrated way with Enterprise Feedback Management (EFM) to gather customer insight, identify process improvement opportunities and gauge customer sentiment.

Surveys 28

Surveys Analytics Healthcare Feedback 28

DMG Consulting

NOVEMBER 1, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.” When: Today, 1 November 2017. million from $1,669.7

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 15, 2017

In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The results of our annual survey are always interesting, but what makes them useful is that they have proven to be an accurate indicator of company priorities and investments. Enhance reporting/analytics (27.2

Contact Center 48

Contact Center Customer retention Analytics Self service 48

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. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Hello Customer

MAY 17, 2020

Hello Customer was founded in 2015 by Leslie Cottenjé, Bram De Vos and Joeri Pansaerts as a SaaS platform that enables businesses to analyse customer experiences and expectations, automatically distil useful insights from them and subsequently take actions to optimise the customer experience.

SaaS 52

SaaS B2B Feedback Enterprise 52

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.

Customer Service 49

Customer Service Self service CRM Analytics 49

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

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.

Technology 77

Technology Big data Analytics Personalization 77

Natalie Petouhof

DECEMBER 1, 2015

Tweet SOASTA, a performance analytics firm, announced the results of its 2015 Holiday Retail Readiness Survey, which revealed: 66% of Americans expect they will lose their temper this holiday season over annoyances such: 38% as traffic/parking. 37% long lines in stores and websites and. 19% mobile apps that don’t work.

Surveys 40

Surveys Analytics Customer Care Customer Experience 40

Taylor Reach Group

JULY 6, 2018

Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. of those surveyed operate in a cloud Contact Center, this only tells half of the story. Interaction Analysis: The Take-Up of Interaction Analytics Is Expected to Rise. million complaints logged in 2013. (NY

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

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

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

CSM Magazine

FEBRUARY 19, 2018

” According to the latest Global Forensic Data Analytics Survey, only a third of businesses (33%) have their plans in place to comply with the GDPR. A survey at the end of 2017 found that a third of directors had not heard of GDPR, while four in 10 were unaware of how it would affect their business.

Consulting 40

Consulting Consulting Surveys Analytics 40

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

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Can this gap continue indefinitely? Probably not. customer listening posts).

Customer Experience 105

Customer Experience Government Surveys Management 105

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights. Where is performance improving and declining?

Gamification 45

Gamification Management Analytics Metrics 45

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 38

Analytics Contact Center Consulting Consulting 38

Vonage

MARCH 26, 2018

In fact NVM’s most recent consumer survey reports just 13% of consumers feel this way about the brands they engage with. Emotionally connected customers are more than twice as valuable as highly satisfied customers (The New Science of Customer Emotions HBR 2015). Speech analytics is the right tool for the job. .

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

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

CSM Magazine

FEBRUARY 16, 2016

The survey further reinforced the evolving nature of the vendor-customer relationship as 81 percent of respondents stated that customers are now more likely to expect vendors to engage with them and 73 percent said that customers also tend to compare current vendors with their competitors in regards to how they are engaged after initial sale.

B2B 40

B2B Customer advocacy Analytics Education 40

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. CX Sampling, Survey and Study Design (one day). CX Basic Analytics (two days). CX Insights Certification – a four-day track designed for those who need to turn complex data into executive recommendations and action. Journey Mapping (one day).

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

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. Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Verint

JULY 23, 2015

In my previous post about Verint's Engage 2015 global customer conference, I summarized session observations and attendee conversations related to speech analytics. Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand.

Analytics 24

Analytics Contact Center Consulting Consulting 24

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Additionally, upwards of 40% of all data analytics projects will relate to an aspect of customer experience. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%.

Journey mapping 83

Journey mapping Metrics Sales Marketing 83

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Speech Analytics: Speech analytics measure how a caller feels by analyzing the tone, speed, and loudness of their voice.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

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. Use interaction recording and analytics to listen, understand and support member goals. And by 2022, visits will continue to drop another 36%. Member Obstacles to Adopting Digital Banking.

Banking 40

Banking Customer Experience Contact Center Interactive Voice Response 40