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5 Top Customer Service Articles For the Week of September 5, 2016

ShepHyken

Smart Customer Service) In a study by equity insight and analytics provider 24/7 Wall Street and research company Zogby Analytics, Comcast was named one of the worst performers in customer service, while Amazon was named the best. I was honored to share some comments about the survey findings throughout the article.

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The Ultimate Guide to Conference and Event Surveys

GetFeedback

Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Surveys make an excellent addition to the marketing toolbox. Event & Conference Survey Questions from Beginning to Send. Salesforce sent surveys to attendees during and after Dreamforce.

Surveys 79
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The Global State of Customer Experience 2016

CSM Magazine

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

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Survey Analysis: What Makes The Best Support Teams Tick?

aircall

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. Unknown VP of Marketing circa 2016 A.D. Precise analytics can streamline communications and resolution rates, as well as inform hiring decisions. The post Survey Analysis: What Makes The Best Support Teams Tick? Is it a fact?

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How Analytics Technology is Changing the Contact Center

Calabrio

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. The post How Analytics Technology is Changing the Contact Center appeared first on Calabrio. Are you listening?

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Is voice being superseded?

Spearline

In 2016, only 5% of contact centers had voice biometrics implemented. Poor audio quality could result in inaccurate analytics or, worse still, the inability to utilize the data contained within a call. Implementation of speech analytics can require a significant initial investment.

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4 MORE Call Center Reports Worth Your Time

Fonolo

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].