CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. Complete this short survey. Please tell us how we are doing!

Customer Experience 222

Customer Experience Consulting Consulting Surveys 222

Callminer

FEBRUARY 5, 2020

The following options encompass the most widely used means of data capture for generating metrics: Surveys. Simple surveys often provide entirely anonymous avenues for customers and agents alike to voice their opinions. Many people answer differently in anonymous surveys than they would face to face. Voice of the Customer (VoC).

Best practices 251

Best practices Call Center Metrics First call resolution 251

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 63

Surveys Customer Experience Consulting Consulting 63

Callminer

MARCH 12, 2020

Download our white paper, Sitel + CallMiner Survey: Preventing Fraud and Preserving CX with AI , to learn more about the importance of data security for compliance within the call center environment. Fair Debt Collection Practices Act (FDCPA).

Call Center 182

Call Center Analytics Best practices Government 182

AskNicely

DECEMBER 4, 2018

Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? Why Survey Frequency Matters. Download our white paper on The New NPS Best Practices.

Surveys 60

Surveys Best practices Feedback Call Center 60

ConvergeOne

NOVEMBER 1, 2022

Uptime Institute’s 2022 Data Center Resiliency Survey reported that 80% of data center managers and operators have experienced some type of outage in the past three years, and the proportion of outages costing more than $100,000 has soared in recent years. Download the full white paper.

Construction 88

Construction Surveys Marketing Technology 88

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Parature’s complimentary white paper “ Getting More with Self-Service ,” the Service Council reports their recent poll respondents ranked the following as the top three challenges for their Self-Service Channels: Message constancy.

Self service 402

Self service Best practices Customer Experience Call Center 402

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers. The selection of customers span the UK, 27% are based in London and 50% of customers are aged between 26 and 42.

Banking 52

Banking Benchmark Surveys Accountability 52

Callminer

MAY 27, 2020

To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. “Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

NOVEMBER 24, 2017

Then try asking them, through a survey. Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy. Not sure where your customers go when they’re online? Communication is key to great service.

Customer Service 220

Customer Service B2B B2C Accountability 220

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. Imagine if you could increase your save rate, upsell attachment, or survey completion rate by 62%!

Customer Experience 60

Customer Experience Upselling Analytics Surveys 60

Cisco - Contact Center

FEBRUARY 21, 2020

According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. To learn more about how to create a customer-centric organization read our white paper .

Customer Experience 86

Customer Experience Customer centricity contact center solutions Contact Center 86

Fonolo

FEBRUARY 6, 2020

Do Survey Customers Through SMS. By conducting SMS polls and follow-up surveys, you’ll give them a neutral platform where they are more likely to tell you how satisfied they were with your service. This white paper explores key areas that are sure to shake up the industry. Making your contact center omnichannel ready.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 99

Contact Center Call Center Self service Surveys 99

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! This week it’s all about surveys. The post Know Your Survey: Voice of Customer and Market Research appeared first on CustomerGauge.

Surveys 72

Surveys Marketing Benchmark Best practices 72

Talkdesk

DECEMBER 1, 2020

Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

VocalCom

JULY 2, 2020

This is a double-edged sword: at the same time, nearly one in five report having their emotional state shift because of poor agent behavior, the CallMiner survey revealed. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. Want to know more about the evolution of contact centers ?

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

TMP Direct

SEPTEMBER 16, 2021

Consumers input basic yet important information into a short form and click a button — either to contact you, download a white paper, sign up for a webinar, register for a free trial service or other such offering. Just like cold calling, email marketing is a tried-and-true classic.

B2B 96

B2B B2C Chatbots Advertising 96

Nicereply

MAY 4, 2022

In a survey, 88% percent of participants from the United States stated that they expect brands to offer a self-service support portal. And according to a Forrester survey , customers wish to have knowledge bases compared to other self-service channels. The more detailed it is, the better your customers will be able to help themselves.

Best practices 98

Best practices Self service Sales Surveys 98

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. DMG Surveys. I would like to participate in future DMG Surveys.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

DMG Consulting

JULY 11, 2017

This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses. DMG Surveys. I would like to participate in future DMG Surveys.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Analytics Big data Surveys 52

HGS

OCTOBER 26, 2016

Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. According to a recent eMarketer survey , nearly one-third of the world is using social media this year. Disrupter No. 7: Social Profiling. Here we dissect Disrupter No.

Construction 100

Construction Personalization Surveys Feedback 100

DMG Consulting

OCTOBER 26, 2017

The purpose of this white paper is to debunk the myth that IT resources are not necessary to assist with and participate in the selection and ongoing management and administration of a cloud-based contact center infrastructure solution. DMG Surveys. I would like to participate in future DMG Surveys.

Contact Center 48

Contact Center Management contact center solutions Consulting 48

TMP Direct

SEPTEMBER 9, 2021

A 2019 survey found that over 70% of marketers believe email marketing generates ‘good’ or ‘excellent’ returns. The Texas Chronicle reports (via data from a Smith-Harmon survey) that 76% of consumers have made purchases from an email marketing message they received. Think tank Statista estimates that 319.6

Surveys 52

Surveys Advertising Marketing Sales 52

Connecting the Dots

FEBRUARY 9, 2021

Both groups were surveyed on their satisfaction and views of SCE’s concern for conservation. For more information on onboarding, read our Customer Onboarding White Paper. The email then suggested how to reduce energy consumption and initiate use of budget billing. Evaluate education and onboarding.

Education 62

Education Self service Consulting Consulting 62

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Revenue potential 40

Revenue potential Feedback Surveys Analytics 40

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Surveys 62

Surveys Feedback Scripts Customer Service 62

DMG Consulting

SEPTEMBER 29, 2017

It’s time for contact centers to take a fresh look at what is measured, and this white paper will help you with the process. DMG Surveys. I would like to participate in future DMG Surveys. To continue reading, download the PDF by registering below: DOWNLOAD. First Name * Last Name Title Company Phone Email Address *.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Fonolo

NOVEMBER 29, 2017

Only 29% of those surveyed say they could measure the return “well”. According to the State of Customer Service , the ability to calculate the return on investment from customer care is a weak point. The chart below indicates the inability of companies to measure successful ROI against a customer service initiative.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. White papers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Delivering customer support. Making upsell offers. Blog content.

B2B 115

B2B Journey mapping SaaS Engineering 115