ShepHyken

DECEMBER 23, 2022

Organizations will need a communications provider who evolves with them – a trusted partner who leverages their expertise and analytics to guide them toward the right solutions today and in the future. Roughly half of companies expect to spend between 11% and 20% of their edge investment on security, according to a recent AT&T survey.

Surveys 176

Surveys Education Enterprise Technology 176

Callminer

MARCH 12, 2020

The “Health Insurance and Portability Act” or HIPAA governs key aspects of handling private health information within the US. Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment.

Call Center 182

Call Center Analytics Best practices Government 182

Eptica

MARCH 7, 2018

Date: Wednesday, March 7, 2018 Why surveys aren’t enough for Voice of the Customer success. 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. Published on: March 07, 2018.

Surveys 49

Surveys Best practices Feedback Government 49

Lumoa

NOVEMBER 7, 2022

They’d organize surveys and listen to customers and then try to share these insights with other teams. 3 CX insights are captured in real-time Organizations can’t rely on annual or bi-annual survey data anymore… customers expect change much faster. However, data is often the fuel that drives CX personalization.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Clarabridge

MARCH 30, 2017

Do you need to revisit your survey strategy? Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

Surveys 45

Surveys Customer Experience Feedback Analytics 45

NobelBiz

FEBRUARY 14, 2023

Another approach to achieve a complete customer view is through data analytics. Moreover, contact centers can use feedback, such as surveys and reviews, to gain insight into customers’ preferences and disinclinations about their interactions with the company, and take steps to redress the issues.

Contact Center 52

Contact Center CRM Journey mapping Government 52

NobelBiz

MARCH 12, 2024

Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. Providing Personalized Customer Experiences: Unified CXM leverages data analytics and insights to understand specific customer preferences and behaviors. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Rogers : We are currently analyzing customer feedback – both text-based comments and customer ratings – from multiple customer surveys. This was a huge, time-consuming undertaking. About Chris Rogers.

Feedback 40

Feedback Surveys Technical Support Analytics 40

DMG Consulting

JANUARY 29, 2021

If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which there are proven solutions. of the responses.

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

JANUARY 17, 2021

DMG’s February newsletter will contain the results of the annual survey and the implication of the findings for enterprises. Consider the good that can come from companies and governments applying the same resources and sense of urgency to find cures for many other diseases. Awe Inspiring Change and Goodness.

Government 90

Government Healthcare Consulting Consulting 90

CSM Magazine

FEBRUARY 23, 2021

“Coupled with businesses operating solely online, we have also seen strong demand across the board from more traditional sectors such as finance, insurance, retail, consumer goods, local and central government departments. These organisations require an innovative yet reliable solution to help them manage unprecedented levels in demand.”.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

Maru Group

AUGUST 3, 2020

Using Maru/Matchbox’s text analytics tool , which allows us to theme and categorize open-ended responses using logical and conditional rules, we came up with 18 different themes from customer comments. One way to incorporate such unstructured data into survey design would be to simply include the themes being mentioned the most.

Government 52

Government Metrics Surveys Feedback 52

inmoment

JUNE 1, 2020

The VoC team has implemented a Coronavirus text analytics category and is updating senior management twice a week, calling out references to COVID-19 within VoC trackers including critical areas of the business like roadside assistance and Thrifty car rentals. For Actionable Insights, Move from Past-Tense to Forward-Thinking Survey Questions.

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

CSM Magazine

DECEMBER 2, 2020

Recent government figures show that the proportion of adults who travelled to work decreased by 5 percentage points, to 60%, and the proportion who worked from home increased to 25%, the highest since the beginning of August 2020. Analytics adoption will continue its acceleration – for agents and for customers. Lessons learned.

Analytics 72

Analytics Self service Government Engineering 72

3CLogic

JULY 8, 2022

With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. What started as a few whisperings in early 2022 has become a near certainty — the U.S. Hire The Right People.

Best practices 52

Best practices Contact Center Management Analytics 52

Tethr

JULY 11, 2019

So, it might come as some surprise to learn that Lutron made a decision about a year ago to start recording phone calls and implement a speech analytics solution. Customers are over-surveyed, and they just aren’t willing to take the time to provide detailed feedback to companies anymore.

Contact Center 80

Contact Center Government Scripts Surveys 80

Calltools

JUNE 23, 2021

Charities, political groups, survey collectors, and debt collectors can still call numbers on the registry. But as long as the government and private carriers move forward, the law should help protect consumers from predatory practices. Currently, the law states that numbers on the list are banned permanently.

Call Center 52

Call Center Telemarketing Interactive Voice Response Government 52

CX Journey

MAY 5, 2015

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. So why would we launch a survey because one person said we need one?) Tractor talk!

Journey mapping 68

Journey mapping Customer Experience Government Engineering 68

JustCall

MARCH 28, 2023

Using online surveys, questionnaires, target market studies, and methodical research involving case studies, you can easily find out: What are these personas looking for? Workflow Designing: Create a test strategy for your workflow based on your knowledge of the events, procedures, and rules that govern your business.

Sales 52

Sales Coaching Feedback Surveys 52

ClearAction

APRIL 3, 2015

CX governance structure: what does the company need, according to the organization and customers? Many customer experience excellence endeavors in companies begin with a survey, service training, customer engagement campaign, CRM technology or similar program. The survey insights are only so valuable until people act on them.

Customer Experience 121

Customer Experience Employee engagement Government Big data 121

NICE inContact

NOVEMBER 1, 2018

It is common to think of a direct feedback/ surveys as a key way to listen and learn about the customer. Employing rich interaction analytics, looking for key words in conversations is one way. If you have a survey right after a support call, where the customer points to an issue, take that immediate step to close the loop.

Government 48

Government Feedback Surveys Analytics 48

DMG Consulting

MARCH 1, 2019

I live in a country where I can freely, without fear of persecution, disagree with my government. For example, the days of surveying customers—or over-surveying them—will be in the past, as AI-based solutions will eliminate the need for this activity by observing and understanding customer behaviors and patterns as they happen.

Biotechnology 59

Biotechnology Government Big data Technology 59

Eptica

MAY 6, 2020

For example, using Voice of the Customer analytics to better understand and respond to customers as well as putting in place systems and processes to embrace new channels such as video meetings , which offer a more personal interaction.

Banking 79

Banking Customer Service Multichannel Best practices 79

OctopusTech

JULY 21, 2023

It helps to generate analytics and reports to properly manage customer interactions. Data analytics from CDPs can be used by sales, marketing, and other internal teams. Businesses can gather feedback from a variety of sources, including surveys, social media, and customer support encounters, by managing their customer data.

Best practices 62

Best practices Management Upselling Sales 62

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Can this gap continue indefinitely? Probably not. customer listening posts).

Customer Experience 105

Customer Experience Government Surveys Management 105

Eptica

OCTOBER 31, 2018

Surveys only deliver a partial picture, so organizations should also look at how they can analyze all of the interactions that they have with citizens to better spot trends, improve services and introduce innovation. In order to put customers first you also need to listen and act on their needs. Share this page on: Tweet.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

Verint

AUGUST 29, 2017

More traditional tools such as surveys and feedback mechanisms only go so far in the digital world. Governance—The structure of how the program will be managed and how data will be disseminated to internal and external audiences. That’s where solutions such as speech and text analytics come into play. But first things first….

Feedback 36

Feedback Surveys Government Upselling 36

OctopusTech

MARCH 19, 2018

Recently call centers have evolved rapidly in many sectors such as banking, retail, Government, tourism etc. CSAT or Customer Satisfaction Surveys is a form of research based on your customer’s reviews regarding your company’s performance. from being a simple add-on, customer-facing service to an important differentiator.

Call Center 63

Call Center outsourcing Government Banking 63

Up Your Service

AUGUST 26, 2015

Governments and private payers are now linking reimbursement to patient perception of care as well as to mandated clinical outcomes, documented levels of quality, and cost-savings. New pay and reimbursement models demand it. What’s needed to succeed? Provide a shared framework to improve service.

Healthcare 87

Healthcare Government Education Scripts 87

NobelBiz

FEBRUARY 14, 2023

These scores are typically based on surveys given to customers after interacting with a contact center. Setting up data collection: When setting up data collection for a CRM measurement system in a contact center, it is important to identify the data sources, such as customer surveys, call center logs, sales data, and social media analytics.

CRM 52

CRM Contact Center Metrics Benchmark 52

Maru Group

NOVEMBER 19, 2019

We had to do this survey, or we had to do this discrete choice, or this set of focus groups, because nobody else could get the data. These are the qualities needed for CIA analytic positions. And then, all of a sudden, there is this explosion of data. There are lots of ways to get at insights. What kind of people are these?

Analytics 40

Analytics Government Surveys Technology 40

Totango

AUGUST 25, 2022

Invite customers who are nearing subscription renewal to participate in customer satisfaction surveys. From a financial perspective, these are the baseline metrics that govern SaaS business success, with CAC reflecting marketing expenses and CLTV representing offsetting sales revenue. Which KPIs can be used to measure success?

SaaS 96

SaaS Upselling Metrics Journey mapping 96

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work. Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

C Space

JULY 7, 2020

According to Gartner’s Annual CMO Spend Survey 2020 , “CMOs dismiss economic pessimism, as 73% expect COVID-19’s near-term negative impacts to be short-lived.” In fact, the majority of CMOs responding to this year’s survey believe the post-COVID-19 economic curve will be V-shaped.

Advertising 52

Advertising Consulting Consulting Surveys 52

aircall

MARCH 6, 2018

In order to maintain the zen-like-peace and a sense of order, you must form a government in your name. By combining these analytics with regular call tagging, you’ll clearly see why customers are calling and where to distribute/hire agents when necessary. Hierarchy is not a dirty word when structuring your support team.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

In order to maintain the zen-like-peace and a sense of order, you must form a government in your name. By combining these analytics with regular call tagging, you’ll clearly see why customers are calling and where to distribute/hire agents when necessary. Hierarchy is not a dirty word when structuring your support team.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

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. We surveyed 408 people for this report. Did it help them find the information they needed? 1,001-3,000.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52