Totango

JANUARY 3, 2024

We’re proud to have dedicated 13 years to cultivating best practices and expertise in the customer success software category. In November, Totango was named a Strong Performer in The Forrester Wave : Customer Success Platforms, Q4 2023 report by leading global research and advisory firm Forrester Research, Inc.,

Software 111

Software Customer Success Innovation Report 111

Clarivate

JUNE 28, 2022

The annual JCR release enables the research community to evaluate the world’s high-quality academic journals using a range of indicators, descriptive data and visualizations. These insights enable researchers, publishers, editors, librarians and funders to explore the key drivers of a journal’s value for diverse audiences.

Report 141

Report Metrics Comparison Conference 141

NICE inContact

AUGUST 26, 2020

NICE inContact has been recognized as a leader in a new report from Forrester Research. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.

Contact Center 200

Contact Center Analysis Report Strategy 200

Storyminers

AUGUST 24, 2020

Feedspot has a team of over 25 experts whose goal is to discover and rank popular blogs, podcasts and youtube channels in several niche categories. We have a research team who does extensive research on google and social media platforms to discover new influencers. Ranking is based on. Relevancy.

Social Media 147

Social Media Customer Experience Industry Brands 147

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often based on research, including customer segmentation and market research data. Tap into the research available to you. You may want to supplement this existing data with additional research like customer interviews or specifically designed surveys. Challenge # 1 – What information is most important?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

QuestionPro Audience

OCTOBER 27, 2021

Imagine doing a research study on the experience of driving a car, but all the participants are exclusively motorcycle users; inevitably the results will be useless for the research we aimed for. There are many causes of bias in sampling that researchers need to keep an eye out for. What is sampling bias?

Examples 221

Examples How To Study Transportation 221

Eptica

JUNE 10, 2022

However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. Categorie(s): Trends & Markets Understanding the customer is the start point of delivering excellence in customer service. Published on: June 10, 2022. Share this page on: Tweet.

Self Service 120

Self Service Company Banking Customer Journeys 120

Eptica

FEBRUARY 14, 2022

In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Read the full post on our parent company Enghouse Interactive’s site here.

Self Service 133

Self Service Customer Experience Trends Video 133

Eptica

JANUARY 31, 2022

In our latest blog based on ContactBabel research we outline the three most important areas to focus on to improve agent empowerment: technology, skills and the culture/working environment they operate within. Read the full article on our parent company Enghouse Interactive’s site here.

Self Service 111

Self Service Trends Video Culture 111

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Job impacts?

Innovation 78

Innovation Video Consulting Customer Insights 78

Clarivate

MAY 19, 2022

There are more than 65,000 early career researchers in Ukraine. As the devastating effects of the war there continue, the future of research in Ukraine is uncertain. Those who continue their research, whether within Ukraine or while displaced, may encounter issues with accessing their institution’s equipment and resources.

Government 98

Government Resources Innovation Financial 98

Eptica

MAY 21, 2021

Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Categorie(s): Trends & Markets Research has found that over 90% of contact centre agents will change jobs in 2021. Published on: May 21, 2021. Share this page on: Tweet.

Trends 125

Trends Meeting Interaction Marketing 125

Eptica

APRIL 11, 2022

We analyse the latest research from ContactBabel to explain the current state of banking customer service. Categorie(s): Trends & Markets Delivering the right customer experience in financial services has never been more vital – or more difficult. Tags: Financial Services Customer Experience Categories: Trends & Markets.

Banking 120

Banking Meeting Customer Service Financial 120

Eptica

APRIL 15, 2021

New research from ContactBabel, sponsored by our parent company Enghouse Interactive, highlights five areas where adopting these solutions is helping improve the experience for both agents and customers. Categorie(s): Trends and Markets How are collaboration and communication tools benefiting the contact centre?

Tools 125

Tools Customer Service Trends Communication 125

SurveyGizmo

JUNE 2, 2021

Being able to investigate whether the data from two questions are correlated helps market researchers better understand context in their findings. The Chi-Square test is a statistical procedure used by researchers to examine the differences between categorical variables in the same population. . What is the Chi-Square Test?

Survey 98

Survey Software Analysis Groups 98

Eptica

MARCH 17, 2023

Date: Friday, March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Tactics to improve the contact centre experience Published on: March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Companies that invest in CX technology outperform their peers according to research.

Call Recording 62

Call Recording Groups Interaction Technology 62

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. Professor Melumad had the same feelings going into the research. To me, this makes sense at an intuitive level.

Study 348

Study Transportation Survey Technology 348

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” My Comment: A self-service experience falls under at least two categories.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

AWS Machine Learning

OCTOBER 6, 2023

For instance, in an application that recommends movies, features could include previous ratings, preference categories, and demographics. Building on the concept of dynamically fetching up-to-date data to produce personalized content, the use of LLMs has garnered significant attention in recent research for recommender systems.

System 113

System Data Travel Tools 113

Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. Share this page on: Tweet. You might also be interested in these posts: Why you can no longer ignore the cloud for CX applications.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

Clarivate

SEPTEMBER 27, 2022

In our blog series about Highly Cited Researchers and the UN Sustainable Development Goals (SDGs), we turn our attention to SDG 6: Clean Water and Sanitation. An example of this came in August, when researchers warned that Europe is facing its worst drought in 500 years. Highly Cited Researchers tackle the water crisis.

Government 98

Government Policies Resources Report 98

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.

Interaction 62

Interaction Call Recording Management Customer Experience 62

ChurnZero

OCTOBER 26, 2021

Overall SaaS Award winners were selected using Net Promoter Scores (NPS), UI/UX, recent product improvements, 3rd party analyst research, amongst other criteria. With the continued growth in entries and competition to the APPEALIE SaaS Awards, the Overall SaaS Award winners now incorporate specific product categories. Quantum Metric.

Net Promoter Score 98

Net Promoter Score NPS Software Touchpoint 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.

Customer Success 106

Customer Success Analysis Customer Retention Meeting 106

Chadwick Martin Bailey

MAY 20, 2020

In a research-heavy category, like TVs for instance, it’s obvious that you need to measure, dig into, and understand the experiences along a consumer’s journey (the Trigger, Discovery, Evaluation, and Purchase phases). What about a category like fashion? In some categories. Sample provided by Dynata.

Fashion 104

Fashion Exercises Consumers Study 104

BirdEye

SEPTEMBER 6, 2023

Projected Local Spending Popular local business searches Research process and consumer behavior How frequently do consumers research reputation before selecting a local business? Popular local business searches What categories of local businesses are consumers searching for? Does reputation affect consumer choices?

Consumers 116

Consumers Report Multi-Channel Data 116

Clarivate

APRIL 21, 2022

In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. We also look at Ukraine’s contribution to global Research Fronts , which form when clusters of Highly Cited Papers are frequently cited together. Source: InCites.

Innovation 98

Innovation Technology Analysis Banking 98

Beyond Philosophy

APRIL 30, 2020

However, I learned that the research psychology community does not regard Maslow’s theory highly. It is based on their research , where the authors developed their alternative to Maslow rooted in experimentation that parallels Maslow’s Hierarchy. To find out, you need to undertake research. People need certainty.

Consulting 161

Consulting Healthcare Advertising Retail 161

ShepHyken

SEPTEMBER 16, 2022

Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” Then, categories may be divided into subcategories. Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),?

Feedback 67

Feedback Net Promoter Score Chatbots NPS 67

Eptica

JANUARY 22, 2021

Based on the latest Contact Babel research with consumers and contact centres we outline four key areas to focus on to deliver outstanding customer experience across the year ahead. Read the entire blog post – and download the Contact Babel research – on our parent company Enghouse Interactive’s site.

Video 72

Video Consumers Interaction Customer Experience 72

CSM Magazine

SEPTEMBER 14, 2023

Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. The report also recognizes Calabrio as a Value Index Leader in 6 of 7 evaluation categories: Adaptability, Capability, Manageability, Reliability, Usability, and Validation.

Management 59

Management Contact Center Analytics Customer Centricity 59

BirdEye

OCTOBER 31, 2023

According to our research: 78% of consumers are highly or somewhat unlikely to select a local business with a poor reputation. 68% of the time, consumers research a local business before making a purchase. Select a business category. Sign in with your business account email. Enter your business name. Choose your business type.

How To 111

How To Guidelines Tips Management 111

BirdEye

NOVEMBER 15, 2023

If you’re not sure where to start, you’re in luck — we did the research for you! Consumer Reports Consumer Reports publishes reviews and comparisons of products and services based on in-house research. But with countless retail review sites to choose from, where should you focus your efforts?

Retail 111

Retail Brands Consumers Case Study 111

Forrester's Customer Insights

SEPTEMBER 11, 2023

For the past year, I have been doing a deep dive into Forrester’s future fit research and its intersection with security and risk. As a quick refresher, technology organizations fall into one of three categories in their technology strategy: traditional tech, modern tech, and future fit tech.

Technology 52

Technology Strategy 52

BirdEye

MAY 5, 2023

You can list products in diverse categories like electronics, home furnishings, vehicles, and clothing. You can explore diverse categories for selling products or services. List your company in the “Businesses & Services” category, especially if thrifty shoppers are your target audience.

Advertising 98

Advertising Automotive Retail Sales 98

SurveyGizmo

SEPTEMBER 22, 2021

After surveying our customers, we thought it might be helpful to create a top-ten list of the best survey software solutions for market researchers. Market researchers told us that Question Types were very important to them, as was ease of implementation and time to go live. To do your own research, you can visit G2.com

Software 98

Software Survey Marketing Sports 98

ShepHyken

SEPTEMBER 8, 2021

These reasons are derived from our customer service and experience research , which revealed what was most important to the customer. Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support.

Social Media 163

Social Media Customer Service Training Training Customers 163