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 123

Contact Center Benchmark Surveys Feedback 123

Customer Interactions

OCTOBER 27, 2015

Add to that these brilliant pieces including; Dr Natalie Petouhoff’s [constellationr.com] “7 Ways for CMOs to Thrive When Leading CX”, Simon Yates [Gartner.com] on the Gartner 2015-2016 CMO Survey and Joe Ruiz [maximizesocialbusiness.com] talking about social capital fuelling CX marketing, and you have this week’s CMO Perspectives.

Surveys 53

Surveys Sales Marketing Customer Experience 53

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

ForeSee

NOVEMBER 19, 2015

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

Surveys 45

Surveys Customer Experience Multichannel 45

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). 19 March 2015. 30 March 2015. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Clearly, more Customers want self-service options.

Self service 402

Self service Best practices Customer Experience Call Center 402

Fonolo

OCTOBER 10, 2017

At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

ForeSee

DECEMBER 17, 2015

The FXI—based on over 40,000 survey responses—is the definitive snapshot into how well major retailers’ web, mobile and store channels met holiday shoppers’ needs and expectations, in addition to how these experiences rank against each other—from the customer perspective.

Surveys 40

Surveys Customer Experience Multichannel Analytics 40

COPC

MAY 23, 2016

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. and Execs In The Know provided a detailed readout and analysis of the 2015 Customer Experience Management Benchmark (CXMB) survey results, with select findings from both the consumer and corporate editions of the survey.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

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

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. Call Center Trends 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

teleopti

OCTOBER 9, 2018

Teleopti, world-leading vendor of software for strategic workforce management and optimization of communication management, does it again – making it on the list of Europe’s top 100 workplaces in 2015.

Surveys 88

Surveys Management 88

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

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 311

Airlines Surveys Customer Experience 311

Quadient

NOVEMBER 15, 2017

In a recent report from IDC estimates are that the world will create 180 zettabytes of data in 2025, up from less than 10 zettabytes in 2015. Enterprises and organizations continue to be inundated with data.

Surveys 40

Surveys Enterprise 40

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 383

Customer centricity Consulting Consulting Banking 383

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

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Toister Performance Solutions

APRIL 7, 2020

A new survey reveals nearly a third of customers expect businesses to respond to emails in one hour or less. Keep reading to see the results of this latest survey, and get resources for improving your response time. percent of customers surveyed want a response in one hour or less. One day is too long to respond to email.

Surveys 93

Surveys Management 93

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.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

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

Steve DiGioia

OCTOBER 12, 2020

As a matter of fact, A survey conducted by Trinity Solutions and published in author Harry Chambers’ book, My Way or the Highway , showed that 79 percent of respondents had experienced micromanagement. Above, taken from the March 31, 2015 PA Times.). They work long hours and usually micromanage their employees.

Morale 213

Morale Management Surveys 213

CSM Magazine

FEBRUARY 17, 2023

To better understand some of the hurdles call center agents have, Meaning and Gradient Flow surveyed hundreds of agents in India about the most important part of their job: communicating effectively. Before this, Yishay founded S-Infiniyy, which Spoken Communications acquired in 2015.

Customer Service 52

Customer Service Call Center Morale Surveys 52

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. during the holiday shopping season this year. Read more. Permalink | No comment.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Influitive

MARCH 16, 2018

According to a 2015 Capterra survey, software companies with online reviews get 22% more traffic to their website and 79% more leads compared with vendors without reviews. Not only that, but 88% of people trust these reviews as much as they trust the opinions of their own family and friends. These are two of many.

Customer advocacy 61

Customer advocacy Surveys B2B Marketing 61

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

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. These types of triggered emails currently generate an open rate 78.7 percent open rate.

Marketing 101

Marketing Benchmark Surveys Sales 101

Tethr

JUNE 12, 2020

Rather than waiting for low-response rate surveys to measure effort, TEI scores every customer interaction so managers can instantly deliver critical customer interventions and help agents upgrade their game. Tethr entered a partnership with the original Effortless Experience research team at CEB ( now Gartner ) in 2015.

Coaching 65

Coaching Surveys Call Center Metrics 65

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

Fonolo

MARCH 22, 2022

According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research. 89% of survey respondents claim that if a task is gamified, they feel eager to complete it and are in a competitive mood.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Vcaretec

JUNE 6, 2022

As a result of years of Vcare survey data, we created the 4-30-30 Rule. Additional Reading: Customer Care Planning for the Holiday Rush 16 Omnichannel Customer Care Tips For Holiday 2015. Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The last survey was completed in 2015. This year, 56% of respondents said they had a problem in the last year.

Consulting 48

Consulting Consulting Customer Care Surveys 48

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