ProProfs Blog

APRIL 5, 2019

Companies are willing to spend large amounts of money for data analytics. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data helps fill in this gap. Must Read: What is Survey Fatigue & How to Avoid Them.

Surveys 122

Surveys Upselling Employee engagement Sales 122

JustCall

DECEMBER 12, 2022

It offers multi-channel capabilities wherein you can send reminders and updates to your clients, get acknowledgments, and conduct phone surveys as part of an interactive voice-enabled process. Live dashboard Reports and analytics Call and SMS campaigns Missed call tracking Real-time notifications Call recording Call transfer.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

JustCall

OCTOBER 25, 2023

To know how efficient an agent is, companies use several data analytics tools and reports. But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. As per a study from Qualtrics , businesses risk losing up to 6.7%

Surveys 52

Surveys Best practices Feedback Metrics 52

Taylor Reach Group

AUGUST 26, 2020

This case study provides some ideas as to how to tackle improving FCR in a contact center. Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. Most contact center want to improve on this element, but how?

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Lumoa

DECEMBER 18, 2017

Jim referred to a famous jam study, conducted in 1995 by Sheena Iyengar, a professor of business at Columbia University and the author of “The Art of Choosing.” The future of the feedback analysis - text and voice analytics. I am a big fan of text and voice analytics. You need technology that can sort them out.

Analytics 109

Analytics Customer Experience Journey mapping Automotive 109

NobelBiz

FEBRUARY 22, 2023

This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

ProProfs Blog

APRIL 3, 2020

Customer satisfaction surveys are the best way to maintain a constant dialogue with the customer and listen to what they want to say. What is a customer satisfaction survey? The data obtained by these surveys provide useful insights that support decisions. The aim of carrying out a survey is to manage customer satisfaction.

Surveys 103

Surveys Feedback APIs Customer Support 103

CSM Magazine

JUNE 25, 2020

Calabrio , the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic. Based on a survey of contact centre leaders, the findings point to a dramatic shift in how brands, through their contact centres and agents, now engage with their customers.

Airlines 52

Airlines Analytics Healthcare Surveys 52

GetFeedback

MARCH 11, 2019

SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. And according to a study conducted by the University of Michigan, people are more likely to give accurate feedback over text. We’ll start with SMS survey best practices. SMS survey best practices.

Best practices 68

Best practices Surveys Wireless Feedback 68

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. Here are 5 ways to turn your NPS survey results into actionable insight. Combine NPS survey results with your CRM.

Surveys 98

Surveys CRM Upselling Analytics 98

GetFeedback

NOVEMBER 20, 2018

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

Surveys Feedback Analytics Abandon rate 79

GetFeedback

AUGUST 3, 2018

However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights. Why point-of-sale surveys don’t always work.

Surveys 79

Surveys Sales Feedback Personalization 79

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. consumers.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

GetFeedback

MARCH 23, 2019

Sending surveys. But, in order to be successful, you need to create surveys deliberately. You need the right survey tools. When it comes to choosing survey tools, there are a number of factors at play. That’s why we’re sharing everything we know about survey tools (after all, we are one!). What’s missing?

Surveys 89

Surveys Construction Feedback Analytics 89

CCNG

APRIL 20, 2022

Numerous disparate systems generate perpetual flows of valuable data — the analytic raw material that can yield truth and intelligence about your people, performance, processes, culture and more. Once in place, establish a data management and analytics assessment program to identify data challenges and coordinate and prioritize projects.

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Uniphore

JANUARY 21, 2022

AI-powered analytics optimize patient and member services. Organizations need to assess their current barriers to consumer satisfaction and deploy analytics and patient-centric technologies to improve the convenience, speed and transparency of care. And studies show that empathy matters. Download the Whitepaper.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

C3Centricity

APRIL 23, 2024

The rapid evolution of today’s digital landscape only compounds these challenges, demanding strategic agility and an analytical mindset from today’s marketing leaders. Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5% of company revenue to 9.1%

Marketing 90

Marketing Advertising B2B Analytics 90

ProProfs Blog

DECEMBER 14, 2020

That’s when you try out email surveys, and the results are excellent. Research suggests that the average response rate for an email survey is 30% as compared to 18% for a telephonic survey. Given that surveys can provide you with a valuable wealth of insights, leveraging them should be a top priority for businesses.

Surveys 78

Surveys Marketing Enterprise Feedback 78

ProProfs Blog

DECEMBER 14, 2020

That’s when you try out email surveys, and the results are excellent. Research suggests that the average response rate for an email survey is 30% as compared to 18% for a telephonic survey. Given that surveys can provide you with a valuable wealth of insights, leveraging them should be a top priority for businesses.

Surveys 78

Surveys Marketing Enterprise Feedback 78

ProProfs Blog

APRIL 3, 2020

Customer satisfaction surveys are the best way to maintain a constant dialogue with the customer and listen to what they want to say. What is a customer satisfaction survey? The data obtained by these surveys provide useful insights that support decisions. The aim of carrying out a survey is to manage customer satisfaction.

Surveys 78

Surveys Feedback APIs Customer Support 78

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. Our own study earlier this year into the sources of churn in the UK highlighted that 61% of people used the phone to contact a supplier about an issue. Our study in the US found 45.8% So how can technology help?

Analytics 186

Analytics Coaching Technology Surveys 186

GetFeedback

DECEMBER 27, 2018

The benefits of online surveys are vast. In fact, Pew Research noted that online surveys are one of the cheapest, most convenient means of data collection that include very limited influence from social bias. 4 Ways to Distribute Online Surveys. Send email surveys. Do you only want to target just customers?

Surveys 79

Surveys Real estate Feedback Best practices 79

Interaction Metrics

JULY 21, 2020

Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator. So, it appears customer experience has advanced as a discipline and closed-loop surveys are increasingly popular. ” Closed-Loop Surveys are for ALL Companies. basically a C grade.

Surveys 62

Surveys Feedback B2B Metrics 62

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 81

Feedback Surveys Technical Support Analytics 81

CCNG

DECEMBER 20, 2023

Studies have shown that the average consumer would rather interact with a live agent than a chatbot. For example, a March 2023 survey by IPSOS on artificial intelligence found that despite the growing acceptance of AI, most people still prefer to talk with a human customer service agent (88%).

Call Center 195

Call Center Chatbots CCNG Technology 195

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools.

Gamification 52

Gamification Customer centricity Self service Surveys 52

PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

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

Etech

DECEMBER 26, 2019

When it comes to successful business strategies, staying up-to-date on what’s new and what’s to come in the world of analytics is a must. The question is, which of the technologies should you keep your eye on and how can you ensure you don’t lose the human touch needed to get the most out of the analytical breakthroughs?

Analytics 62

Analytics Coaching Call Center Technology 62

Etech

DECEMBER 26, 2019

When it comes to successful business strategies, staying up-to-date on what’s new and what’s to come in the world of analytics is a must. The question is, which of the technologies should you keep your eye on and how can you ensure you don’t lose the human touch needed to get the most out of the analytical breakthroughs?

Analytics 62

Analytics Coaching Call Center Technology 62

PeopleMetrics

MAY 4, 2018

In fact, our study shows that 40% of clients on the fence about their current provider plan to leave for a competitor in 2019. Our platform ingests customer feedback from any channel, including surveys and social reviews. P.S. What did you think of this blog post?

Accountability 48

Accountability Analytics Surveys Feedback 48

NobelBiz

DECEMBER 19, 2023

Read the case study or watch the video ! Real-time monitoring and analytics identify and address bottlenecks, streamlining the escalation process. According to a recent survey by McKinsey , one-third of the respondents say their organizations are using generative AI regularly in at least one business function.

Call Center 105

Call Center Management Wait times Contact Center 105

Customer Relationship Metrics

MAY 8, 2017

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? What is the best approach for analyzing survey results to insure value, accuracy, and accountability?

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

PeopleMetrics

OCTOBER 29, 2019

Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. So what is a healthy survey? In other words, how many completed surveys are you obtaining compared to the number of survey invitations sent?

Surveys 61

Surveys B2C B2B Feedback 61

Customer Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Benchmark 44

Benchmark Surveys Analytics Metrics 44