Stratifyd

OCTOBER 16, 2018

Stratifyd was built around the customer feedback loop to enable enterprise companies to transform human textual data – found in call center platforms, surveys, product reviews, CRM systems, and interactive chat sessions – into immediate actionable insights. About Georgian Partners.

Customer retention 67

Customer retention Analytics SaaS CRM 67

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

CSM Magazine

JULY 29, 2021

It also updates the CRM with the latest lead status, e.g., when they leave their company, change jobs, or ask to be contacted later. This NPL company also gives full access to what customers are saying in reviews and surveys, enabling firms to improve brand awareness and perform important product updates.

Real estate 98

Real estate Engineering Consulting Consulting 98

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

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

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

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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 #Customer Click To Tweet.

Technology 77

Technology Big data Analytics Personalization 77

DMG Consulting

JUNE 7, 2017

The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%. An effective way for them to expand the use of WFO applications throughout the enterprise is to partner with ERP, CRM and HRIS suite vendors.”. Despite this slow performance, segments of the WFO market have performed well, as reflected by the 9.5%

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

AUGUST 10, 2017

The Forrester Report ‘The Insights-Driven Business’ forecasts that insight-driven businesses will grow from $333 billion in revenue in 2015 to $1.2 What used to be perceived as customer survey spam can now be really engaging and help brands to grow relationships. billion in 2015 —up 12 percent from the previous year.

CRM 40

CRM Advertising Customer centricity SaaS 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

Peter Lavers

DECEMBER 19, 2017

Back in 2015, we conducted a poll of leaders, asking about use of data models & metadata. Shockingly, none of those surveyed had Conceptual Data Models in place and half also lacked Logical Data Models. I was reminded of this often cited challenge by a post on LinkedIn from Martin Squires , experienced leader of Boots insight team.

Analytics 100

Analytics Surveys Coaching Consulting 100

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

Tenfold - Contact Center Blog

JULY 9, 2018

A 2016 survey by Call Center Helper shared that 62.7% According to a 2015 survey conducted by Aspect , 32% of respondents pointed to phones as the most frustrating customer service channel. The agent’s Average CSat score by adding all of the scores received and dividing the total by the number of surveys received.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Pointillist

MAY 23, 2018

The first step to journey discovery is to integrate all your sources of customer data (digital, web and mobile analytics, CRM, call center, point of sale, voice of the customer, and others). According to a recent Forrester survey, 88% of CX pros are doing customer journey mapping. Surveys and questionnaires, including VoC, CSAT.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Influitive

JUNE 14, 2016

It’s a peer-driven approach that requires a laser focus on identifying the needs and wants of the happiest folks who are likely festering in a swamp of dirty data deep down in the bayou of your CRM. The Advocates are there, buried deep in the CRMs of countless businesses, just waiting to be tapped. At their service.

Marketing 60

Marketing SaaS Consulting Consulting 60

JivoChat

MARCH 21, 2021

In 2015, sales in Nike’s women’s sportswear department doubled over the course of 6 months. Alongside the Salesforce survey, a Deloitte & Touche study revealed that brands that use a customer centric strategy end up being 60% more profitable than their competitors. Source: Nike. Benefits of Customer Centric Selling.

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52

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

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. Lutz Remmers.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. You can also reduce costs and benefit from economies of scale with a solid roadmap.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

Kayako

JANUARY 5, 2017

Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. businesses’ existing CRM systems can’t track customers’ social media interaction.” Yet, the research findings show 56.6%

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Comm100

NOVEMBER 13, 2022

This can be even further improved with the integration of a CRM like Salesforce or other business systems, offering even more information to agents. Connecting a CRM also allows agents to make updates to CRM records right from inside the agent console, improving data quality for future interactions. Microsoft Dynamics 365 CRM.

Customer Service 90

Customer Service Multichannel Chatbots Healthcare 90

Beyond Philosophy

OCTOBER 15, 2015

According to the 2015 U.K. State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. Customers surveyed, 92% of them expect a self-service portal on the website for Customer service, with 43% also saying they that portal to be mobile responsive. Of the U.K.

Customer Service 379

Customer Service Multichannel Self service CRM 379