JivoChat

FEBRUARY 22, 2023

With the advancement of technology and the internet, businesses have access to vast resources and data to better understand local markets and tailor their marketing efforts accordingly. Businesses can use various tools to help with this research, including surveys, focus groups, and data analytics.

Marketing 75

Marketing outsourcing Engineering Technology 75

Revation Systems

FEBRUARY 6, 2020

Technology is causing an increase in contact center communications. In fact, according to the 2019 Deloitte Global Contact Center Survey, 53% of companies surveyed expect their total contact center volume to increase over the next two years. The Trouble with Outdated On-Premise Technology.

Abandon rate 62

Abandon rate Contact Center Technology Healthcare 62

ProProfs Blog

OCTOBER 30, 2020

The answer lies in the return to work survey to gauge employee preparedness to resume work from office. This blog gives you a thorough understanding of: What is a return to the work survey and its importance. Top 9 questions to include in your return to work survey. When to ask the survey questions?

Surveys 153

Surveys Transportation Government Management 153

Nicereply

FEBRUARY 2, 2024

You want to confirm the success, so you send out a survey to all the attendees. But here’s the catch: those survey questions slyly nudge people towards certain answers. When you’re on the other side attending an event, you get hit with survey questions that seem to be trying to lead you to respond in a particular way.

Surveys 69

Surveys Feedback Education Best practices 69

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

CCNG

FEBRUARY 28, 2024

Fortunately, thanks to technology and support from companies like Zoom, organizations quickly pivoted to support a remote workforce. The Pew Research study noted that 34% of employees who work from home most of the time say they’d like to work from home ALL the time. In the same study, 56% said remote work helps them meet deadlines.

Best practices 195

Best practices CCNG Technology Surveys 195

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. The use of generative AI technology is easier than ever to implement and cost-effective.

Customer Service 175

Customer Service Advertising B2C Big data 175

The Northridge Group

APRIL 25, 2023

Fortunately, this scenario which is fraught with frustrating and time-consuming inefficiencies for the patient, provider and payer, can be greatly improved thanks to self-serve healthcare technologies that empower patients to retake control of their health journey. A recent survey by Northridge discovered that 49.3%

Healthcare 67

Healthcare Technology Self service Chatbots 67

TeamSupport

APRIL 15, 2021

Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Marketing and Technology. Surveys show that 86 percent of customers are willing to pay more for a better customer experience. High Touch Technology.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

Beyond Philosophy

AUGUST 21, 2020

The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast. It also means that you don’t get a representative sample of surveys.

Transportation 448

Transportation Surveys Consulting Consulting 448

IdeasUnlimited

JUNE 27, 2023

In the last ten years, technology has been steadily developing with the promise of transforming our world. For most of the last decade, these technological developments have remained in the realm of R&D with little to show in terms of an actual product. Many workers resonate with automated applications.

Technology 52

Technology Big data Entertainment Engineering 52

TechSee

JULY 8, 2020

A new study examining consumer expectations of technical support and technician visits during the COVID-19 pandemic found that while most still expect their providers to resolve service and equipment issues as quickly and effectively as before the pandemic, 75% do not want technicians in or around their homes unless strictly necessary.

Technology 109

Technology B2B Engineering Technical Support 109

Netomi

DECEMBER 10, 2022

A Homage To The Internet’s Most Famous Customer Experience Research Study. PWC: Customer Experience is Everything Study Experience is everything. Call it an experience disconnect: companies tout the latest technology or snappy design, but haven’t focused on—or invested in—the most meaningful aspects of customer experience.

Customer Experience 40

Customer Experience Benchmark Advertising Telecommunications 40

Vistio

JUNE 15, 2021

A practical guide to performing a technology audit and what to look for when choosing the correct tech to improve contact center performance. A common misconception among contact center professionals is that poor customer service is the result of poor or insufficient customer service representative (CSR) technology.

Technology 52

Technology Contact Center Morale Surveys 52

JustCall

OCTOBER 25, 2023

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. In a Hubspot Survey , respondents were asked about the biggest challenges facing service agents. As per a study from Qualtrics , businesses risk losing up to 6.7%

Surveys 52

Surveys Best practices Feedback Metrics 52

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

Enghouse Interactive

MAY 7, 2021

That being said, our experience, consistent with many recent analyst studies and reports (1,2) identifies that achieving customer-centricity is not a single facet initiative. Use this input – the good, the bad, and the ugly – in the redevelopment of the customer engagement processes and the technologies being proposed.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

Education Services Group

JANUARY 19, 2021

We are proud to present the Inaugural Customer Success Leadership Study ! According to TSIA’s The State of the Technology Industry 2021 , COVID-19 has accelerated technology business trends that were already uprooting traditional business models. 81% have a CRM tool in place, and 64% have support technology.

Finance 52

Finance SaaS Benchmark Surveys 52

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. Technology and data abound in contact centers but often aren't leveraged to their full extent. A 2021 Gallup survey found that a mere 23% of U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

TechSee

SEPTEMBER 28, 2023

In August 2023, we fielded a new study to answer this question. More specifically, as it relates to our domain, all survey cohorts expressed strong concerns that AI will be rolled out when it saves companies money, even if it is ill-suited to a particular task. And the results were surprising. Do people know what Generative AI is?

Surveys 124

Surveys Chatbots Education Customer Support 124

CCNG

DECEMBER 20, 2023

Thanks to technological improvements and broader adoption, AI is beyond the "hype storm" and has demonstrated significant value across industries. Studies have shown that the average consumer would rather interact with a live agent than a chatbot. AI is a judgment-based technology designed to think and do as a human would.

Call Center 195

Call Center Chatbots CCNG Technology 195

ProProfs Blog

FEBRUARY 21, 2019

It’s a well-structured, simple, and striking ‘post-event survey.’. What is a Post-Event Survey? A post-event survey is usually conducted after the event is completed and its purpose is to analyze your audiences/customers’ expectations and thoughts about your event. How Do Post-Event Surveys Help a Company?

Surveys 111

Surveys Feedback Marketing Technology 111

aircall

JULY 14, 2021

Studies have shown that highly engaged teams are 21% more profitable than those who feel less connected to their work. In designing an employee engagement survey , here are some questions to consider: What are your expectations for engaged employees? It’s a good idea to conduct short surveys (one or two open-ended questions) regularly.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

Sykes

NOVEMBER 14, 2019

SURVEY: Americans’ Perceptions of the Future of Work. We wanted to get a sense of what working Americans are really thinking and feeling about the impact of automation at work, their attitudes about working with these new technologies, and how their employers are helping prepare them for the future of work. Survey Results.

Surveys 81

Surveys Telecommunications Technology Transportation 81

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. The cost of this dialer for call center technology is highly affordable. This auto-dialer software can do much more than receive and make calls.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

Fonolo

NOVEMBER 6, 2018

Technology takes time to deploy. Every year, many analyst firms and research groups try to illuminate the future with surveys. And one of the most common ways to present results from those surveys is via the cohort chart. Beware the Cohort Study. As you can see, we like cohort survey charts, too!

Abandon rate 67

Abandon rate B2C Call Center Surveys 67

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

ShepHyken

JANUARY 28, 2024

The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. And the process and technology will continue to improve. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P. Is this a failed experiment?

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans.

Technology 122

Technology Customer Service Gamification Contact Center 122

JustCall

MAY 26, 2022

A study from bizreport states 76% of the customers said that quality of service actually shows how much each brand values them. Another study from eiuperspectives states that 45% of customers believe that lack of interest prevents businesses from attaining seamless experience altogether. appeared first on Just.

Technology 52

Technology Telemarketing Feedback Sales 52

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! The latest technology is not going to make up for your lack of thinking! Were you surprised to read the title of this post?

Technology 77

Technology Big data Analytics Personalization 77

Jive

JUNE 7, 2018

If your company uses outdated technology, 90% of millennials said this will negatively affect their opinion of you. If you’re anxious to hire and work with talented millennials, start by evaluating your company’s technology. Technology that enables mobility. Mobility is key when it comes to office technology.

Technology 75

Technology voip Surveys Management 75

CCNG

JANUARY 4, 2023

Technology, 39.4% Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. Retail (Click & Mortar), 46.6% Utilities, 37.6% Healthcare Insurance, 35.6%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

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