DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. Top 10 for 2018. Improving productivity.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. In early October 2019, we surveyed 1,500 employed adult Americans across the U.S. Survey Results. In what follows, we share working Americans’ responses to our 17-question survey, conducted by Pollfish on October 4, 2019. Over the past five years, both U.S. Age Groups.

Surveys 81

Surveys Telecommunications Technology Transportation 81

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report. About DMG Consulting LLC.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. At its most basic, a survey is any set of questions you ask your customers and invite them to respond. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. All surveys were anonymous, so we can be confident that these answers were honest. All quotes are real survey responses. Support agent attrition and low employee morale were repeatedly cited as motivators for change in 2018.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Robotic Process Automation Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

aircall

MARCH 23, 2018

For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. In fact, The Best teams ranked “Implementing new tools or technologies” as their number one objective to prioritize in 2018. In 2018, 37% of The Best teams will receive a hiring-budget-increase, compared to just 12% of Everyone Else.

Surveys 86

Surveys CRM Education Metrics 86

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 23 May 2018. New-gen solutions are the future of this mature sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

DMG Consulting Releases 2018 – 2019 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 – 2019 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1. Insights Report] 2018 Call Center Industry Report. That’s a wrap on 2018!

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 4 December 2018.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. A survey of global contact center industry leaders carried out from November to December 2016 found that some 66 percent of their organizations were located in the U.S.”

Call Center 207

Call Center outsourcing Contact Center Finance 207

Outsource Consultants

MARCH 14, 2018

Do customer surveys matter? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons: Big data and social analytics are usually lagging indicators. Need Customer Surveys?

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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. Stratifyd is an end-to-end customer analytics platform. 16, 2018. I’m very excited about the Best Places to Work,” Stratifyd CEO, Derek Wang said.

Customer retention 71

Customer retention Enterprise Analytics Surveys 71

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. For readers who were not able to attend in person, here’s a freebie: if you’re only listening to customer survey feedback, you’re missing out on a treasure trove of valuable information! The post C3 2018 Day 1 Recap appeared first on Clarabridge.

Journey mapping 40

Journey mapping Best practices Contact Center Feedback 40

Call Journey

FEBRUARY 14, 2018

Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. How to effectively mine customer feedback in 2018. appeared first on Speech Analytics. How to effectively mine customer feedback in 2018. appeared first on Speech Analytics. The post Talk ain’t cheap.

Feedback 40

Feedback Analytics Surveys 40

Altivon

OCTOBER 11, 2017

As always, she wove a clear narrative through the hour-long discussion on key topics including omnichannel, analytics, artificial intelligence and the operational challenges presented by change. Data Mining and Analytics. The full recording is available at “ Preparing Your Contact Center for 2018 ”. Here are a few highlights.

Contact Center 40

Contact Center Analytics contact center solutions Coaching 40

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. Published on: March 07, 2018. However, most existing VoC approaches rely on collecting customer feedback through surveys. They don’t reach everyone Not everyone will have the time or inclination to complete a survey.

Surveys 49

Surveys Best practices Feedback Government 49

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1. Insights Report] 2018 Call Center Industry Report. That’s a wrap on 2018!

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

ProProfs Blog

JULY 30, 2021

Consider these crucial statistics: Accenture survey shows that 66% of customers value transparency as one of the most attractive qualities in a brand. According to a PWC survey , 63% of customers look forward to a good customer experience before making a purchasing decision. in the Q4 of 2018. Image Source: Single Grain.

Surveys 167

Surveys Marketing Analytics Feedback 167

Pointillist

NOVEMBER 29, 2018

Customer journey analytics can solve this mystery by calculating and analyzing NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. This blog post will show you step-by-step how to calculate NPS for your key customer journeys using journey analytics.

Analytics 45

Analytics Banking Metrics Customer Care 45

Branch Mesenger

JUNE 15, 2018

To that point, 41 percent of employers are planning on hiring seasonal workers for the summer, according to an annual survey from CareerBuilder -- a statistic that is on the upswing over the course of the last two seasons. Top 10 Data-Driven Technologies Shaping E-Commerce in 2018 | Via: The Next Web. Heard Around The Web ??. ??

Engineering 48

Engineering Technology Analytics Sales 48

Avaya

DECEMBER 13, 2017

According to Gartner, for example, at least 50% of brands in 2018 will have redirected their investments to customer experience innovations. We’ve put together a simple CX Readiness Survey to help you assess your current state, and determine where to go next. Take the survey and let us know if you have any further questions.

Customer Experience 119

Customer Experience Analytics Surveys Technology 119

Lumoa

NOVEMBER 7, 2022

They’d organize surveys and listen to customers and then try to share these insights with other teams. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. By the time the survey has been sent out, responded to, and analyzed, customers have already moved on to the next big thing.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Verint

JANUARY 22, 2018

Capturing this data has spawned a burgeoning market for analytics and related business intelligence tools. A step beyond familiar Voice of the Customer surveys, EFM solutions are distinguished by their scope, versatility, technology and ease of administration. Among these are Enterprise Feedback Management (EFM) systems.

Scripts 29

Scripts Surveys Enterprise Analytics 29

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. With our analytics and insight, we’ll help you improve visibility, responsiveness and control across all your customer-interaction channels. Conversely, if you have a positive experience with a company, you may become an advocate. The results are eye-opening. •

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

TechSee

OCTOBER 23, 2018

These strategies are increasingly being explored with Gartner stating that by 2018, over 50% of companies will have redirected investments towards customer experience innovations. Customer Analytics. According to Gartner , by 2040, more than 40% of all data analytics projects will relate to an aspect of customer experience.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

Call Journey

OCTOBER 24, 2018

Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. They consider anything more complicated than an NPS rating a nuisance, and will happily ignore even the simplest surveys. Feedback is precious and is fast becoming a rare commodity. Is it time for a change in mining techniques?

Feedback 45

Feedback Analytics Surveys Customer centricity 45

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. Today, the number of customer data analytics tools are overwhelming. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. As all of the changes noted earlier happen, the surveys must also evolve to capture feedback about all of the new things going on in your business or industry. Go beyond basic analytics.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Answer Dash

MAY 7, 2018

Current Businesses: Strengths and Struggles A Shift to Cloud and SaaS Solutions “Fifty-six percent of CIOs in Gartner's CIO survey indicate they are adopting cloud as either an option or as part of a "cloud first" approach, while 71% look to SaaS either first or as an option,” ( Gartner ). . trillion and $5.8 trillion and $5.8

Customer Experience 54

Customer Experience B2C B2B SaaS 54