Survey Reporting: How to Communicate Your Survey Results

GetFeedback

Survey reporting isn’t a prescribed formula. How to create a survey presentation. Your survey presentation should deliver need-to-know information in an engaging and informative way. After conducting a survey, it’s easy to get wrapped up in data sets and percentages.

The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

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. Pre-event survey questions.

How Surveys Help in Making Data Driven Decisions

ProProfs Blog

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. Data is the new oil.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

Survey Says – Time for Speech Analytics

Monet Software

It seems like every time another survey is conducted on speech analytics, the results confirm what we already knew. There was a recent study by a speech analytics provider that found 47% of users are now able to identify customer issues and resolve them quickly.

How to Distribute Surveys to Get Quality Responses

GetFeedback

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.

10 SMS Survey Best Practices

GetFeedback

SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. There are many scenarios in which SMS serves as the best survey channel, but we’ll save that for another blog post. We’ll start with SMS survey best practices. SMS survey best practices. Keep your SMS survey brief. Same goes for the survey URL — make sure you’re using a URL shortener to save on space. Follow up on your SMS survey.

5 Smart Ways to Use Your NPS Survey Results

GetFeedback

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. While the exact steps to analyze your NPS survey results will differ depending on the tools you use, I hope this article will get your brain churning in the right direction so that you can start digging deeper into your NPS data. Combine NPS survey results with your CRM.

Speech Analytics and AI Is a Winning Combination

DMG

Speech Analytics and AI Is a Winning Combination. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. As the pace of business has accelerated, the demand for real-time speech analytics has increased. The future of this process is analytics-enabled QM (AQM).

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Analytics. surveyed to determine if internal. analytics software provider. analytics. forums and surveys give them. of analytics, companies can. and text analytics. Calabrio Analytics Amazingly integrated reporting and. analytics tools that.

Why You Should Add Predictive Analytics to Your CEM Toolbox

Callminer

Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. Call Center Best Practices Contact Center Efficiency Customer Experience Speech Analytics

Use Your Live Chat Survey Data to Improve CX

GetFeedback

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program.

Enterprise Uses of Speech Analytics (whitepaper)

DMG

Enterprise Uses of Speech Analytics (whitepaper). Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. DMG Surveys. I would like to participate in future DMG Surveys. 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors?

NPS and Text Analytics—Customer Feedback Decoded

CustomerGauge

So…you’ve surveyed your customer base and now you have a ton of feedback. This is where text analytics comes into play. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge.

The Health of the Contact Center: Are You Ready for 2019?

speech analytics as the tool that will have the biggest. Using speech analytics, contact centers can translate. SECTION 5: How to Impact Agent Experience Today: The Path to Zero Attrition 21 Calabrio is a customer engagement software company that provides analytic.

What is Quality Management Analytics?

NICE Systems

But what’s all this hype about using analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics?

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be Successful

Contact Center Pipeline

Surveys suggest agent attrition is a top concern year after year. Speech analytics analytics call centers contact center technology contact centers customer experience hiring NPS predictive voice analytics retention speech analyticsDo you have trouble hiring quality agents? Retaining the superstars? You’re not alone. And no wonder: the ramification of bad hires is expensive.

10 Surveys for Actionable Data

GetFeedback

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. Automatically trigger a survey after every support case is closed to better understand the customer experience. Net Promoter Score Surveys.

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

engagement hub which consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform. go off-script on its own, but analytics will highlight to the business. service process According to an executive survey by Grove Critical Thinking, when.

5 Ways to Email Survey Invitations with GetFeedback

GetFeedback

At GetFeedback, we know email is a powerful survey distribution channel. For this reason, we make it easy to build beautiful and engaging surveys that can be emailed in a way that makes sense for your business. Customer Experience Online Surveys Product Releases

Survey Tools: Everything You Need to Know to Choose the Right Tool for You

GetFeedback

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. You’ll need to assess what type of surveys you want to send, which tools are robust enough to meet your needs, as well as what analytics are provided. That’s why we’re sharing everything we know about survey tools (after all, we are one!).

Are Point-of-Sale Surveys Pointless?

GetFeedback

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. In order to truly understand customer sentiment, retailers need to adopt more personalized survey methods that get to the heart of the customer’s experience. Online Surveys

How to take action with Call Center Analytics

Customer Relationship Metrics

Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. “Understanding call center analytics is becoming necessity for high-performing leaders.”

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. more than half of the executives surveyed (60. analytics to inform change but admit to.

Curious How Analytics Can Impact Your Quality Management?

NICE Systems

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Will analytics really help your quality management program? Want to know what analytics looks like in a quality management process?

What is the best scale for customer satisfaction surveys?

Customer Relationship Metrics

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? How will the survey results be used?

Death by a Thousand Survey Questions

Clarabridge

Surveys are a great way to get customer feedback, but how many survey questions do you really need? A colleague recently told the story of an annoying survey. He spent no more than five minutes online making a purchase, and then a post-transaction survey popped up.

2018 Contact Center Survey Results

Monet Software

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Not surprisingly, 50% of contact centers surveyed invested in new technology because what they were using had become outdated.

Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

But customer analytics have more to tell you than scores alone. Customer analytics, used appropriately, can be the healing salve for a broken internal culture. The post Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics appeared first on Shep Hyken.

Unleash Higher Agent Performance with Multi-Source Analytics

LiveVox

The post Unleash Higher Agent Performance with Multi-Source Analytics appeared first on Livevox. Performance Analytics Business Intelligence Multi-Source Data AnalyticsWith the influx of new technologies, contact centers are modernizing at a rapid pace.

How to Successfully Implement Customer Journey Analytics – Part 1

Pointillist

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Submit Survey.

Using Interaction Analytics to Improve the Customer Journey (whitepaper)

DMG

Using Interaction Analytics to Improve the Customer Journey (whitepaper). Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. DMG Surveys. I would like to participate in future DMG Surveys. 4/21/2017. By Donna Fluss. Introduction.

Call Center Surveys: Ensuring Customer Satisfaction

TeleDirect

Call center surveys are the ultimate insight into your client’s opinions about your products and services. Some businesses try to handle call center surveys by themselves. Call Center Survey Information. Peripheral service information and analytics.

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Contact Center Pipeline

Customer Experience call center contact center customer experience customer surveys speech analytics voice of the customerTransformation is happening in the market today.

How to make NPS and Customer Experience Surveys More Useful

Clarabridge

Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? Combine multiple-choice and open-ended questions on your surveys.

What are the top ways we should use speech analytics to get the maximum benefits?

DMG

Question: We are just getting started with speech analytics. Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management uses speech and text analytics solutions to review up to 100% of interactions, 100% of the time, in 100% of channels.

5 Call Center Customer Satisfaction Survey Templates That Get Results

Talkdesk

Building Customer Satisfaction Surveys In the modern call center or cloud contact center, analytics provide much of the data that drive business decisions around improving customer satisfaction. But customer satisfaction survey s still provideprovides invaluable information about the quality and effectiveness of the service the customer received.

How Survey Feedback Improves Product Offerings at Constant Contact

Clarabridge

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.