Beyond Philosophy

SEPTEMBER 22, 2015

It is essential to consider convenience for your Customers and mobile technology and access is upping the ante in that game all the time. 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. Why do they staff this way?

Call Center 419

Call Center Consulting Consulting Customer Experience 419

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

Avaya

MAY 18, 2017

Staffs believe mobility and technology can help deliver better care. Recent surveys show: 56% of physicians believe mobility could help expedite decision making. 40% of those surveyed said they could eliminate 11%-30% of office visits through mobile health technologies such as remote monitoring, email or text messaging.

Healthcare 52

Healthcare Technology Government Surveys 52

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

CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. The appetite for technology aimed at improving language and speech comprehension is there, and it’s easy to understand why.

Customer Service 52

Customer Service Call Center Morale Surveys 52

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

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

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. New fundraising round supports ongoing growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

Revation Systems

JANUARY 5, 2023

Emotions and trust impact how we make all types of decisions, whether buying a new car or innovative technology for your organization. When looking for technology solutions, you need to analyze security capabilities through both a wide lens and not a magnifying glass, because there are many layers.

Best practices 62

Best practices Morale B2B SaaS 62

Fonolo

MARCH 22, 2022

Evolving technologies; Increasingly complex customer cases, and. 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. Picture it: You are the fearless leader of a call center team. Unhealthy competition.

Gamification 75

Gamification Call Center Contact Center Feedback 75

CSM Magazine

JULY 29, 2021

Businesses use this technology to: Convert website visitors into leads. It develops cutting-edge technologies such as speech and sound recognition, search technologies, and natural language understanding. Mindmeld is a technological organization based in San Francisco, California. Activate cold or dormant leads.

Real estate 98

Real estate Engineering Consulting Consulting 98

Fonolo

AUGUST 28, 2018

Avaya is represented indirectly since its technology powers companies like Teletech and West. Our favorite chart: 2018 Front Office BPO Omnibus Survey. We wrote about it here: Survey Shows Growing Popularity of Call-Backs Among BPOs. This is the latest in their “Inner Circle” series which is based on industry surveys.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. In fact this number increased from 67% in 2012 to 84% in 2015. Colin Taylor.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. Call centers are notorious for implementing many different technologies, which can make reporting difficult, convoluted and time consuming.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Furthermore, insufficient investment in CX technology and resources can impede progress. Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Creative Virtual

JUNE 2, 2020

The trends and preferences in our personal communications and the technology we use to stay connected have changed drastically over the lifetime of The Rotary. One survey question focused on the role they saw artificial intelligence (AI) playing in their contact centre.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Balto

JUNE 3, 2022

Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. Take Engagement Surveys Seriously. Over 67% of contact centers measure engagement through periodic agent feedback surveys.

Gamification 52

Gamification Scripts Contact Center Surveys 52

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. The round was led by Georgian Partners, with participation from previous investors.

Customer retention 67

Customer retention Analytics SaaS CRM 67

Global Response

OCTOBER 2, 2023

Many modern call centers leverage social monitoring technology to listen in on social media channels for mentions of your brand or products, allowing you to quickly and effectively respond to social media interactions, good or bad. For example, a call center might send out CSAT surveys to customers following an interaction.

Call Center 62

Call Center Management Airlines outsourcing 62

Enghouse Interactive

FEBRUARY 12, 2021

Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Customer satisfaction is at its lowest level since 2015. The January 2021 UKCSI score is 76.8 (out out of 100), 0.1

Best practices 54

Best practices Surveys Customer Service Technology 54

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. Innovative technology isn’t a new theme in the workplace, but integrating automation into daily operations may be. In 2018, 36% of the workforce engaged in remote jobs, compared to just 15.8%

Call Center 77

Call Center virtual call center Surveys outsourcing 77

Win the Customer

MARCH 31, 2016

The number of breaches in the business sector rose to 312 in 2015, an 8.1 Spiezle says that one problem with this approach is that while IT personnel may be good at the technological side of data protection, they often don’t know how other people outside the IT department are handling data. Use Data Loss Prevention Technology.

Best practices 69

Best practices industry standards Technology Surveys 69

Fonolo

SEPTEMBER 19, 2017

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. It then compared these findings with a survey of businesses to identify gaps in the two modes of thinking.”. in 2015 to 4.5% Who wrote it: The Incite Group.

Call Center 89

Call Center Contact Center B2C Benchmark 89

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals. 18% say they outsource some operations.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

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. New fundraising round supports ongoing growth.

SaaS 52

SaaS B2B Feedback Enterprise 52

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

teleopti

MAY 8, 2019

Learn how to be a smooth operator using automated Workforce Management technology. A 2018 Call Center Helper survey revealed that only 52.3% to 30% since 2015. Managing today’s multi-channel contact centers is actually easier than you might think with a little forward-planning and the right technology.

Contact Center 88

Contact Center Advertising Service level Technology 88

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

Provide Support

MAY 17, 2016

According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. We are living in the digital era and every day more and more technologies appear on the market. Consumers get used to those technologies and when it comes to customer experience expect modern approach from businesses.

Customer Service 50

Customer Service Surveys Technology Marketing 50

GetFeedback

JULY 11, 2018

Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. With the help of customer listening technology and CRM solutions like Salesforce, you can roll out a company-wide CX initiative that helps all departments get a better idea of customers’ preferences.

CRM 83

CRM Feedback Customer centricity Surveys 83

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. Sharp fall in ‘passive’ customers.

Customer Care 40

Customer Care Surveys Call Center Technology 40

Certified Languages International

MAY 13, 2021

Technology. Without a centralized scheduling calendar, online navigation and registration is difficult to impossible for individuals who don’t use technology or the internet independently. And a 2015 survey found that fewer Latinx and Black households had access to a computer and the internet compared to Asian and white households. .

Transportation 52

Transportation Government Surveys Education 52

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. Innovative technology isn’t a new theme in the workplace, but integrating automation into daily operations may be. In 2018, 36% of the workforce engaged in remote jobs, compared to just 15.8%

Call Center 62

Call Center virtual call center Surveys outsourcing 62

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. As a group, those in the manager or leadership level ranked 1-on-1 training as the most effective tool (4.6)

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Liveops

FEBRUARY 12, 2020

Fashion, technology, diets – we are surrounded by change every day of our lives. Generation Z is just starting to enter the job market, born into a world of technology and the gig economy. A survey of American workers said they would be 45% more efficient if they had more meaning in their jobs. Things change.

virtual call center 71

virtual call center Construction Call Center Enterprise 71

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