DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Gamification 48

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. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

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. Strong momentum driving market growth and investment. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 12 March 2018.

Consulting 48

Consulting Consulting Marketing Management 48

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

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics 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 12th annual Speech Analytics Product and Market Report. 10/18/2017.

Consulting 48

Consulting Consulting Analytics Marketing 48

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

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Next, our team took the stage to talk about the power of surveys + email marketing. We ended the day with a deep-dive into survey distribution. Later, we talked to Salesforce about how they use event surveys to deliver an amazing Dreamforce attendee experience.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

Beyond Philosophy

MAY 3, 2018

We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. While CEOs have said they are concerned about Customer Experience, it does not play out in the mergers that reduce competition and combine market share. 30 April 2018. <

Wireless 285

Wireless Consulting Consulting Airlines 285

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. The need for competent customer support is growing. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

delighted

JUNE 29, 2021

Simply put, product/market fit is the ability of a product to satisfy the needs of a good market. The failure of a product to understand consumers and the external factors that affect their decisions is a failure to find the right product/market fit. An example of missed product/market fit. Now comes product development.

Marketing 94

Marketing SaaS Metrics Transportation 94

Fonolo

JUNE 14, 2018

2018 is game time. In 2018, becoming a winning company with a devoted fan base is no easy feat. Put your hands firmly on the controls and press ‘Start’ on the top CX trends you need to be watching in 2018. It’s time to look at your customers as teammates rather than as opponents. And: It’s time for you to win.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

DMG Consulting

AUGUST 21, 2017

DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics 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, 22 August 2017. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Analytics Marketing 48

Strategic Contact

JANUARY 8, 2018

In late 2017, we conducted our third annual challenges and priorities survey. Each year we tweak the list based on what we see happening in the market and what we learn from the previous year. We retain substantial consistency so we can identify changes and trends. Participants could select three of each, with no ranking.

Surveys 48

Surveys Marketing 48

GetFeedback

DECEMBER 27, 2018

According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Online surveys are an essential tool in any customer feedback program. We’ve created this guide to teach you everything you need to know about maximizing online survey response rates.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

Hello Customer

FEBRUARY 6, 2020

Securitas is the global market leader in security and is active in sectors such as continuous surveillance, consulting, safety and training. To confidently maintain their market leader position, Securitas Belgium started using Hello Customer at the end of 2018 as a first CX effort. The 2 Question Surveys.

Marketing 88

Marketing Feedback Surveys Consulting 88

TRUSTID

DECEMBER 16, 2018

In our recently released 2018 Learnings on Customer Authentication market report , we take what we have seen throughout the year to give more insight into the current status of call center authentication. The lack of confidence in KBA is steering the market in a new direction. So what have we learned?

Engineering 52

Engineering call center professionals Call Center Accountability 52

CSM Magazine

MAY 7, 2018

CX Network has launched their annual survey on the state of customer experience and service and would like to invite you to take part! The insights will help you identify the leaders and laggards within the market, and how to stay ahead of your competitors. Take the survey here.

Surveys 40

Surveys Customer Experience Marketing Customer Service 40

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Surveys 74

Surveys Customer Service B2C Metrics 74

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

SaaS 74

SaaS Finance Metrics Upselling 74

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. Unknown VP of Marketing circa 2016 A.D. The post Survey Analysis: What Makes The Best Support Teams Tick?

Surveys 86

Surveys CRM Education Metrics 86

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Companies do marketing, sales and CRM – the customer does the experience! Another is silos – unless there’s perfect collaboration they lead to inconsistent or competing objectives, marketing, service and measurement.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

Fonolo

MAY 14, 2019

We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. About the Survey. The data results show impressive growth.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

Maru Group

NOVEMBER 2, 2018

In the wake of the Autumn statement, consumer’s confidence in their personal finances remains low as just 1 in 4 (26%) feel that their own economic situation has improved in 2018. 2018 has been a difficult year for consumer businesses – especially in the retail market where store closures and restructures have almost become the norm.

Customer Experience 149

Customer Experience Finance Government Feedback 149

JivoChat

JUNE 9, 2021

Today’s world of digital marketing is robust and diverse. This means marketers have all kinds of resources at their fingertips and can connect with customers and manage relationships on a variety of channels. One technology leading the way online is chatbot marketing. What is Chatbot Marketing?

Chatbots 52

Chatbots Marketing Upselling Surveys 52

ShepHyken

SEPTEMBER 7, 2018

Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. A review program. Those resources are: Product demos. This is a problem for vendors.

B2B 201

B2B Surveys Sales Marketing 201

Toister Performance Solutions

SEPTEMBER 13, 2018

Yet I've never used a survey. Customers are inundated with surveys, so it's important to think carefully before rolling out yet another one. Some of those extra subscribers undoubtedly came from a marketing campaign, where I'm promising to send a PDF of my new book to anyone who is subscribed to the email by September 30, 2018.

Feedback 80

Feedback Surveys Advertising Customer Service 80

DMG Consulting

DECEMBER 10, 2019

Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report. million in the same period in 2018. 11/12/2019.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 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. This information can be used to help companies increase customer retention, improve products and services, better marketing efforts, and boost revenue. 16, 2018.

Customer retention 71

Customer retention Enterprise Analytics Surveys 71

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 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. What: Releases 16th annual Contact Center Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

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

ChurnZero

DECEMBER 18, 2018

ChurnZero Named Overall SaaS Category Winner in 2018 APPEALIE Awards. APPEALIE has announced the winners of the 2018 SaaS Awards. Entrants supplied data – including Net Promoter Scores™ and customer survey responses – and documentation for their best customer success stories and outcomes. Instructure. JDA Luminate.

SaaS 40

SaaS Marketing Surveys Feedback 40

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. There are numerous types of SaaS based services that can serve various industries—from HR to marketing departments.

voip 52

voip SaaS Technology Benchmark 52