Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). One way many companies are finding a competitive advantage is through customer retention analytics. Keen to know more?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bruce authored many of Forrester’s most popular research reports. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bruce authored many of Forrester’s most popular research reports. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Qualtrics

JANUARY 24, 2020

While budget levels are at their lowest since 2014, marketing marketing teams remain optimistic about budgetary growth in the years ahead according to Gartner. These staggering numbers mean businesses have to work harder than ever for their marketing efforts to breakthrough. Creative Testing. Creative Tip.

Marketing 22

Marketing How To Effort Score Analysis 22