Toister Performance Solutions

MARCH 11, 2021

About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey was conducted in 2020. Benchmark Portal's last Agent Voices Report was released in 2015. percent from the 2015 survey. Posting a 7.4

Contact Center 124

Contact Center Benchmark Surveys Feedback 124

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). 19 March 2015.

Self service 402

Self service Best practices Customer Experience Call Center 402

Customer Interactions

OCTOBER 27, 2015

​Omar Akhtar guest blogs on Brian Solis’s blog about unifying your sales, marketing and service departments around the customer experience.

Surveys 53

Surveys Sales Marketing Customer Experience 53

Beyond Philosophy

JANUARY 5, 2015

The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. What was interesting to me was in comparing the comments about the companies from the Glassdoor survey, all reveal one thing they have in common: their employees are proud to work there.

Airlines 310

Airlines Surveys Customer Experience 310

Beyond Philosophy

SEPTEMBER 22, 2015

They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. Why do they staff this way?

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. How to Measure Customer Emotions. What Can We Learn from Restaurants and Casinos?

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Per the CBS New story, at least in the U.S., it ignores a growing segment of the population, the ‘unbanked’, who rely on cash for their purchases.

Banking 0

Banking Coaching Surveys Employee engagement 0

Fonolo

OCTOBER 18, 2017

A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. Executive Report on Performance & Agents.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Provide Support

NOVEMBER 8, 2016

According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. Per the report, brands in the U.K. dropped to the lowest in nearly a decade. Brands in the U.S., however, rose from 7.42

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Aspect

OCTOBER 15, 2020

The modern smartwatch as we know it burst onto the scene with the A pple watch in 2015 and has exploded in sales, popularity and functionality over the last five years. Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. They’re Part Detective .

call center workforce 62

call center workforce Morale Surveys Call Center 62

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Survey Maker. The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Subscriber-oriented emails include newsletters, new blog content alerts and e-course lessons.

Marketing 101

Marketing Benchmark Surveys Sales 101

Fonolo

AUGUST 28, 2018

Our favorite chart: 2018 Front Office BPO Omnibus Survey. We wrote about it here: Survey Shows Growing Popularity of Call-Backs Among BPOs. About: This report is the result of surveying 500 employees involved in contact center solutions at companies with a formal contact center or with plans to introduce one.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

ProProfs Blog

JUNE 11, 2020

Leicester City proved that the model still works by winning the English Premier League in 2015/16. Most survey maker tools will provide you with survey question examples that fit this balance and that you can include in your surveys. The 2011 movie “Moneyball” documented the introduction of this in Major League Baseball.

Surveys 97

Surveys Metrics Feedback Marketing 97

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Methodology: “[we]… surveyed over 100 customer service leaders. in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Surveys 89

GetFeedback

MARCH 13, 2019

Strong NPS survey design. The first part of building a successful NPS program involves making sure your online surveys are strong and built correctly. This means investing in a customer feedback solution that allows for mobile-friendly, aesthetically pleasing, and fully optimized surveys. Let’s look at each element individually.

Real estate 74

Real estate Surveys CRM Feedback 74

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. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Clearly, empathy is both prevalent and much-needed for success.

Sales 158

Sales Morale Personalization Scripts 158

Provide Support

MAY 17, 2016

According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. More and more companies put the customer service at the forefront today. Read more. Permalink | No comment.

Customer Service 50

Customer Service Surveys Technology Marketing 50

Kayako

OCTOBER 29, 2015

A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. Slowly coming back home: 2010 – 2015. This coincided with the rise of websites like odesk.com and elance.com (before their merger to upwork.com in 2015) specialising in virtual freelance work.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. As the voice of the customer, we should choose words and speak in a way that includes and welcomes all identities and experiences and continue to learn and grow toward achieving that goal.

Construction 59

Construction Education Best practices Customer Experience 59

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Practical ways to listen to employees can be implemented through weekly one-on-one check-ins, anonymous social tools, and short frequent surveys. 3) Keep Your Agents Challenged.

Call Center 56

Call Center Gamification Coaching Surveys 56

Nicereply

NOVEMBER 21, 2019

The following blog post was originally written for the internal purposes of Profesia.sk Gabriel was kind enough to let us republish it in its original form: I am not a writer and when I hear the word “blog” I get goosebumps. Things started to move in the right direction in 2015 when Nicereply team released instant ratings.

Gamification 75

Gamification Surveys Feedback Customer Support 75

GetFeedback

JULY 11, 2018

In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. appeared first on Blog - GetFeedback. How to tell when you’ve lost touch. Try us out for free today.

CRM 83

CRM Feedback Customer centricity Surveys 83

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Eptica research backs up the need to make self-service easier.

Customer Service 49

Customer Service Self service CRM Analytics 49

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

Eptica

MARCH 4, 2016

Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. The number of companies that made email available to non-customers decreased by 10% in 2015 and the average time taken to answer emails increased by nearly 5 hours, up to 34 hours 15 minutes.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Talkdesk

FEBRUARY 22, 2018

One of the big conclusions from Deloitte’s 2017 global contact center survey was that contact centers would see a shift in their primary function. To quote the survey: “Only three percent of companies responding consider revenue growth to be the primary driver for their contact center.

Customer Experience 40

Customer Experience Contact Center Surveys Feedback 40

Provide Support

APRIL 26, 2016

According to Gallup survey 70% of American workers do not reach their full potential and get stuck at work. In this blog post I would like to share five tips that will help you to inspire your customer service team and improve your employees performance. (.). © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 45

Customer Service Surveys Best practices 45

Eptica

FEBRUARY 5, 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. This is the longest period of decline in the report’s history, with even the top five brands surveyed seeing a drop in performance. Share this page on: Tweet.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

teleopti

MAY 8, 2019

A 2018 Call Center Helper survey revealed that only 52.3% to 30% since 2015. The post Real-Time Adherence – the art of smarter scheduling appeared first on Teleopti Blog. Take the final leap into the cloud with Real-Time Adherence. Sign up for our on-demand session Setting realistic goals for adherence.

Contact Center 88

Contact Center Advertising Service level Technology 88

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. By contrast American shoppers are aiming to spend £250 ($382) according to the survey. In this previous blog we discussed the key trends in the United States.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. How good is retail customer service? part of the research. There were three key points: 1.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Liveops

JANUARY 6, 2020

According to the 2019 Deloitte Human Capital Trends Survey (PDF) , 72% of organizations that outsource saw a positive impact on their business. In a recent Gallup survey anlyzing the quality of the current job market, 75% of middle-income workers said career advancement opportunities are important to them.

Call Center 77

Call Center virtual call center Surveys outsourcing 77

Global Response

OCTOBER 2, 2023

LET’S CONNECT You might think of Chipotle, with their food safety and E.coli outbreaks back in 2015-2018, or the backlash that United Airlines faced after a video of a passenger being forcibly escorted off a plane due to overbooking went viral online.

Call Center 62

Call Center Management Airlines outsourcing 62

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. The company got its start in 2015 and was co-founded by Wang, Thomas Kraft, and Li Yu. I’m very excited about the Best Places to Work,” Stratifyd CEO, Derek Wang said.

Customer retention 71

Customer retention Enterprise Analytics Surveys 71