Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

Best practices 62

Best practices Management 62

LiveVox

APRIL 24, 2023

That’s what you’ll find out in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product and Market Report which examines this high-demand industry, providing strategic insights into the changes […] The post LiveVox Receives Perfect Scores Across Three Categories in DMG Consulting 2022-23 CBCCI Product & Market Research (..)

Consulting 75

Consulting Consulting Marketing Contact Center 75

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. It’s full of insights, but only if we can effectively gather, structure, and analyze it. Efficient Market Research: An in-house market research feature?

Feedback 157

Feedback Analytics Multichannel Surveys 157

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). How does WOM/ROI vary by business category? How can the business impact, or WOM/ROI, be determined?

Marketing 398

Marketing Advertising B2C Customer advocacy 398

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. But why market research surveys ? In this blog, we have gathered a list of 90+ market research questions that you can use for conducting in-depth market research surveys. Education level.

Marketing 145

Marketing Surveys Feedback Education 145

Callminer

JULY 18, 2019

We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights. How is topic modeling different from categories themselves? e.g. for most used words would we build categories with those words? That means we don’t know what categories exist in the data yet.

Call flow 140

Call flow Engineering First call resolution Call Center 140

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. We might tell a market researcher that our decision to buy something was based entirely on a logical analysis of features and cost.

Marketing 98

Marketing Banking Education Feedback 98

CCNG

JANUARY 4, 2023

I invite you to read on and to dis­cover the research and expert insights that show how su­perior knowledge management lifts up Agent Experienc­es, which, in turn, elevates the Customer Experience. In fact, 76% of respondents in our research said they still work from home, which is sur­prising given the easing of pandemic restrictions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

SEPTEMBER 10, 2023

How To Strengthen Customer Retention After Virality by Angus Knights (Spiceworks News & Insights) A viral moment quickly leads new and returning shoppers to the brand’s site to check out the product(s) they have seen in action from their favorite creators or influencers on social media.

Customer Service 196

Customer Service B2C Customer retention B2B 196

Lumoa

JANUARY 3, 2023

With a track record of working at tech giants like Microsoft and Nokia, he offers top-notch advice to boost response rates while generating deeper insights from survey responses. Designing surveys is an important part of market research, and it requires a great deal of thought and care. Optimize for automated insight generation. .

Best practices 157

Best practices Surveys Metrics Construction 157

Tethr

MAY 10, 2021

When faced with the problem of real-time in the call center, our research and data analysis experts have created an elegant solution. The platform’s scores and categories can be used to determine the sales or service subject, route interactions to the right teams, and even train chatbots for optimal efficiency.

Call Center 92

Call Center Coaching Chatbots CRM 92

Tethr

SEPTEMBER 8, 2021

Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago. Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations.

Analytics 98

Analytics Technology Banking Engineering 98

Totango

MAY 19, 2021

These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. The six categories should all add up to a score of 100. Next, based on your research, give each platform a score depending on how well you feel they meet these requirements. . Customer 360.

Real estate 106

Real estate Customer retention Enterprise Analytics 106

COPC

APRIL 1, 2024

Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. research shows that a sizable percent of organizations (42%) currently use AI for customer support or plan to do so, signifying a trend toward adopting AI in customer care functions.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Tethr

JANUARY 24, 2022

Over the years, that’s looked like a lot of things, from research into the highest-converting sales behaviors, to new product features, to investments in the company as a whole. Each of these has brought something new to Tethr, and enabled more powerful insights, a better user experience for our customers, and more. What is TethrRx? .

Benchmark 103

Benchmark Average Handle Time Customer Care Sales 103

CSM Magazine

FEBRUARY 17, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers. The categories are: Usability. Manageability. Capability.

Management 52

Management Best practices Technology Analytics 52

Calabrio

FEBRUARY 18, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. The categories are: Usability. Manageability. Capability.

Management 52

Management Contact Center Best practices Technology 52

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: Task status. Deliver in-app guidance and content aimed at prioritizing user adoption. Customer health. Upcoming renewals.

B2B 91

B2B CRM Enterprise Upselling 91

AWS Machine Learning

MARCH 4, 2024

For instance, pharmaceutical companies can query drug research papers alongside protein structure diagrams to accelerate discovery. As enterprise customers rely on Claude across industries like healthcare, finance, and legal research, reducing hallucinations is essential for safety and performance.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

CSM Magazine

JANUARY 27, 2023

Businesses seeking to navigate a post-pandemic market must ensure they have access to the most recent research results. Post-Pandemic Market B2B market research organisations in New York offer customised services to assist businesses in making educated decisions.

B2B 52

B2B Marketing Transportation Construction 52

Hodusoft

MAY 26, 2022

Gartner is a leading technology research and consulting firm acknowledged worldwide for its business software review. Gartner is one of the most credible sources for businesses to go through actionable insights and expert recommendations before buying software. It has an overall rating of 4.8 out of 5 with 38 reviews.

Call Center 98

Call Center Interactive Voice Response call center software voip 98

ChurnZero

MARCH 31, 2021

out of 10 and over 107 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category. ChurnZero has earned a Top Rated award in the Customer Success software category,” said Megan Headley, VP of Research at TrustRadius. With a trScore of 8.2

B2B 98

B2B industry standards SaaS Feedback 98

Tethr

AUGUST 13, 2020

Through the Tethr platform and its hundreds of out-of-box packaged insight categories, we’ve eliminated much of the work needed to make listening to the voice of the customer across the enterprise successful and deliver meaningful, positive business outcomes in a fraction of the time it takes with other products. The post J.D.

Customer Experience 125

Customer Experience Benchmark Best practices Big data 125

CSM Magazine

FEBRUARY 8, 2022

Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher and Calabrio equally earned the highest user adoption rating in the category. “We Compared with the category average of 90%. Compared with the category average of 90%. Compared with the category average of 86%. That is why we created Calabrio ONE.

Analytics 59

Analytics Technology Customer Experience Management 59

Totango

FEBRUARY 8, 2021

The company’s research team analyzes these reviews to determine the top products and companies across a variety of categories. Totango empowers businesses to unlock valuable insights from customer data and orchestrate their customer engagement model to achieve vast business results.

Analytics 95

Analytics Enterprise Metrics Marketing 95

Hodusoft

JUNE 17, 2021

HoduCC makes it to Gartner’s Category Leaders & FrontRunners List. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. Category Leader in the list. Likelihood to recommend.

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

Tethr

MAY 10, 2021

When faced with the problem of real-time in the call center, our research and data analysis experts have created an elegant solution. The platform’s scores and categories can be used to determine the sales or service subject, route interactions to the right teams, and even train chatbots for optimal efficiency.

Call Center 62

Call Center Coaching Chatbots CRM 62

Tethr

MAY 10, 2021

When faced with the problem of real-time in the call center, our research and data analysis experts have created an elegant solution. The platform’s scores and categories can be used to determine the sales or service subject, route interactions to the right teams, and even train chatbots for optimal efficiency.

Call Center 62

Call Center Coaching Chatbots CRM 62

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Categories of question to Ask in Your Survey When creating surveys, it’s important to ask the right questions.

Surveys 83

Surveys Feedback Banking Best practices 83

Tethr

FEBRUARY 20, 2020

AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. AI-powered speech analytics produce an abundance of actionable insights that upgrade business performance across all parts of the enterprise. Actionable insights at your fingertips.

Enterprise 78

Enterprise Multichannel Analytics Contact Center 78

Tethr

AUGUST 31, 2021

First, we recorded information across 500 different categories and smart filters, over a wide range of industries, in order to ground our findings in the most comprehensive data set possible. Next, we analyzed, to identify both the baseline (average performance) when it comes to effort, as well as the top 25% in each category.

Benchmark 71

Benchmark Customer effort Metrics Customer emotions 71

Natalie Petouhof

NOVEMBER 2, 2016

Tweet Constellation Research is launching a new program, and I’m happy to share that Oracle has been listed on the Constellation ShortList ™ for Social / Digital Media Listening / Monitoring/ Engagement Platforms. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. Brandwatch.

APIs 84

APIs Advertising Analytics CRM 84

Totango

OCTOBER 26, 2021

NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. This limitation was highlighted in a study of how to improve NPS conducted by a team of researchers from Stanford University, Intuit and Harris Interactive.

Journey mapping 87

Journey mapping Surveys Feedback Enterprise 87

Totango

OCTOBER 26, 2021

NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. This limitation was highlighted in a study of how to improve NPS conducted by a team of researchers from Stanford University, Intuit and Harris Interactive.

Journey mapping 86

Journey mapping Surveys Feedback Enterprise 86

Fonolo

APRIL 14, 2022

Every year, businesses invest heavily in customer research to find out how consumers perceive them. Depending on the questions you ask, you may consider organizing your data into different categories, like products, services, staff members, locations, and seasons. Data without context is useless, and so are insights without action.

Benchmark 91

Benchmark Call Center Surveys Interactive Voice Response 91

Nicereply

MAY 11, 2021

This is very valuable insight and with the help of Scroll Heatmap which will show you how far down the page users scroll you will get a very good idea of how your knowledge base and FAQ should be redesigned. Are your users expecting to find your FAQ section in the “ HELP ” or “ Resource ” category? Card Sorting.

Self service 98

Self service Call Center Customer Support Metrics 98

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. Because these interactions are usually recorded (either via phone, social media, or SMS transcript), they’re easier to mine for insightful data.

Call Center 67

Call Center Contact Center Contact center software Coaching 67