Forrester study highlights the value of customer intelligence

Callminer

Discover why Forrester Consulting examined the latest trends in customer intelligence

Joined up Voice of Customer and Staff Studies

Peter Lavers

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.

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13 Call Center Training Tips For Upskilling Agents (+ Case Studies)

Babelforce

Case study: Booz Allen. A good example is the consulting firm Booz Allen. Case study: LUX Resorts. Case Study: Air Mauritius. Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help.

Top 20 Customer Success Consultants in 2020

SmartKarrot

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting.

Are We Building Relationships That Will Last a Lifetime?

Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting

Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

Colin Shaw is the Founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Case Study: Enhance Your CX With This Technology appeared first on. Imagine going on a cruise and having the ship know your every desire – sometimes even before you do.

Forrester Study: Agent & Customer Experiences Improve With Integrated Contact Center Solutions

LiveVox

A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2020 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.

How can the Customer Success Manager consult and educate customers?

CustomerSuccessBox

A study shows, “Only 3 in 10 customers leave due to product deficiencies and the majority of reasons for churn are completely within the company’s control!”. Once you’re clear about what they want to achieve, it’s time to consult them, guide them, and help them reach their desired goal.

3-Year 229% ROI! Read Forrester’s Total Economic Impact Study of LiveVox

LiveVox

LiveVox commissioned Forrester Consulting to conduct a Total Economic Impact™ study in June 2021 to evaluate LiveVox’s cost of ownership and return on investment across a variety of different factors in the contact center.

Research Study Commissioned by LiveVox Reveals Path to Improved Contact Center Agent and Customer Experience

LiveVox

A commissioned study conducted by Forrester Consulting on behalf of LiveVox in March 2021 evaluates how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.

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

New Study Reveals Reliance on Too Few. consulting too few sources. consulting with over 1,000 C-Suite. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

DMG Consulting veröffentlicht Studie zur Kundenzufriedenheit: Teleopti auf Rang 1 bei Anbietern von WFM-Systemen

teleopti

Laut DMG Consulting LLC, einem führenden Unternehmen im Bereich Contact Center-Forschung und Beratung, erreichte Teleopti die beste Bewertung bei der allgemeinen Kundenzufriedenheit, das berichtet der kürzlich veröffentlichte Workforce Management Produkt- und Marktbericht 2015-2016.

The Professionals You Need to Consult After You Get Injured

CSM Magazine

Below are the professionals you need to consult after getting injured. After you have suffered a personal injury and sought medical attention, the next thing to do is to consult with a reputed injury attorney. Injuries are an unfortunate part of our everyday lives.

Reputation Study Finds that Hospitality Consumer Journey is Centered on Digital Reputation

CSM Magazine

The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months. CGA is the definitive On Premise measurement, insight and research consultancy that empowers the world’s most successful food and drink brands.

Incentives and your Customer Experience

Taylor Reach Group

Studies have indicated that in order for an employee to reach optimum performance, three major factors must be considered and addressed: Skills. By Colin Taylor. “Make your employees happy and they will make your customers happy.”

Most Challenging Callers

Taylor Reach Group

While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. To find out more about how Taylor Reach can help your company with strategies for handling difficult calls, CLICK HERE to schedule a free consultation. By Colin Taylor.

The 2020 National Customer Rage Study Is Getting Recognized

Connecting the Dots

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Scott’s business partners, Marc Grainer and John Goodman , were involved in the first of its kind 1976 study on customer care. CCMC ~.

The 2020 National Customer Rage Study Is Getting Recognized

Connecting the Dots

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. CCMC ~.

Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant

Customer Guru

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. Studying the gurus in service delivery led to contemplation and research gave birth to my theory of service excellence. My contribution to the various dailies along with studying the gurus led to some serious contemplation.

First of its kind – CCMC’s 2021 Customer Delight Study Top Takeaways

Connecting the Dots

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Read more about the study here. Get the Customer Delight Study’s Findings. CCMC ~.

Smile Study: Guest Post by David Nielson

Chip Bell

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. In the study, test subjects were shown photos of faces—some smiling and some frowning—and were required to respond with their own smiles, frowns, and non-expressions as directed by those conducting the experiment. Indeed, this cart-before-the-horse effect has been studied and measured by numerous researchers.

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)

DMG Consulting

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. Thank you for your interest in DMG Consulting’s publications. 3/14/2017. By Donna Fluss.

Engaging Employees at Any Distance

Taylor Reach Group

In their studies of employee engagement since 2000, Gallup found the highest level of employee engagement in 2018: a paltry 34%. Throughout the study, engagement has averaged 30% ( Gallup-Employee Engagement Rise ). Just CLICK HERE to schedule a free consultation.

Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience. The study found that companies that used NPS results to regularly make adjustments to business operations enjoyed an NPS score that averaged 14 points higher than companies that did not closely link NPS and operations.

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are 10 truly transformational steps that I often suggest to my clients (as a customer service consultant), that can make deep and lasting change for your company or organization. [Originally published in Forbes.com.

Root Cause Analysis in the Contact Center

Taylor Reach Group

How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? Call Center Consulting Call Center Management Call Center Performance Call Center Tools Call centre consulting Case Study Customer Experience Customer Reach Root Cause Analysis Strategy Colin Taylor Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service ConsultingBy: Colin Taylor.

Teleopti får högsta betyg i DMG Consultings kundnöjdhetsenkät inom WFM

teleopti

Teleopti får idel toppbetyg när det gäller kundnöjdhet enligt DMG Consulting LLC, ett ledande företag inom forskning och rådgivning för kontaktcenter, och deras rapport om produkter och marknader inom bemanningsplanering 2015-2016 som precis offentliggjorts.

The Importance of Human Connection in a Remote Workplace

Taylor Reach Group

The same Taylor Reach Group research study of contact centre operators noted above also showed only 23% of agents were Work-From-Home prior to the Covid-19 crisis and increased to 87% of agents working from home at the end of May. by Patricia Ballantyne.

Improving First Contact Resolution – An Analytical Model

Taylor Reach Group

This case study provides some ideas as to how to tackle improving FCR in a contact center. To find out more about how Taylor Reach can help your company with First Contact Resolution, CLICK HERE to schedule a free consultation. By Turaj Seyrafiaan.

Top Takeaways From The 2017 Customer Rage Study

Connecting the Dots

The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage.

Top Takeaways From The 2017 Customer Rage Study

Connecting the Dots

The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage.

Top Takeaways From The 2017 Customer Rage Study

Connecting the Dots

The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC). CCMC ~. By Blake Morgan. Forbes. Customer rage.

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

Studies show that about 20 percent of employee turnover happens in the first 90 days of employment, so be sure to gather this feedback early from your new hires. Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather.

Hybrid Work: Scary Stuff for Contact Centers

Taylor Reach Group

In June of 2020, we published a research study. [3] To find out more about how Taylor Reach can help your company with digital transformation, contact center, or customer experience projects, CLICK HERE to schedule a free consultation. By Colin Taylor.

Effectiveness Indicators: First Call Resolution, Calls/Resolved

Taylor Reach Group

Study after study has indicated that the most important factor in customer satisfaction is Resolution. In one particular study several customers indicated that the call was not resolved since their first call was after the company?s To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation. By Turaj Seyrafiaan.

Case Study: How RICOH Printers Improved their NPS® by 40 points

Beyond Philosophy

Case Study: RICOH Printers (Canada). In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out. A question I always get in my global Customer Experience consultancy is whether business-to-business customers are subject to the same emotional decisions that we have as consumers.

Friction in the Customer Experience

Taylor Reach Group

To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation. Call Center Management Case Study Contact Centre Ops Customer Experience Customer Satisfaction Uncategorized #callcenter #callcentre #cctr #contactcenter #contactcentre #custexp #custserv #Cx Call Center Assessment Call Center Consulting CSAT Taylor Reach GroupAre You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor.

Brands are Failing at Personalized Customer Experience Finds hybris Study

CSM Magazine

Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences. hybris, an SAP company, has announced the findings of an October 2015 commissioned study conducted by Forrester Consulting on behalf of hybris titled “The Contextual Marketing Imperative: the evolution of personalization from push messaging to one-to-one personal customer experiences.”. The full study can be downloaded here.

The End of the Time and Motion Study

Customer Interactions

Trying to optimize your back office operations with time and motion studies? Many companies engage with expensive management consulting firms to perform time and motion studies by observing a representative sample of employees, measuring time spent on various activities, and reporting the findings. This methodology is limited by the employee sample available for the duration of the study.

Are Your Employees Brave?

Taylor Reach Group

But insecure leaders remain in their offices, studying spreadsheets and reports, never asking the questions whose answers could be worth more than any market research money can buy. By Peg Ayers. Not everyone wants brave employees in their contact center.