TechSee

OCTOBER 19, 2021

Use of Analytics. Reverse logistics stakeholders can leverage analytics to identify patterns and trends in returns. The report introduces visual assistance as an up-and-coming technology that manufacturers and retailers can deploy across their support organizations to eliminate or reduce returns due to technical or user issues.

How To 124

How To e-support Self Service Retail 124

Clarivate

FEBRUARY 28, 2024

This begs the question: What computational and analytical tools are available for mining and interpreting rare disease data, and how can companies bridge the gap between data generation and actionable insights? This subject is discussed in a forthcoming white paper from Clarivate.

Tools 59

Tools Healthcare Analysis Analytics 59

Kayako

MAY 13, 2022

Gartner reports that 96% of customers experiencing high friction with a company are more likely to become disloyal, purchase less in the future, and spread negative information to discourage others from becoming customers. White papers. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

NICE inContact

OCTOBER 29, 2018

How much work does it take to build a decent report? Sheila McGee Smith, the founder and principal analyst at McGee-Smith Analytics, a leading customer experience industry analyst and strategic consultant, has developed a decision framework to help contact center leaders navigate this process with confidence.

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Vonage

MARCH 26, 2018

according to Accenture’s Digital Disconnect in Customer Engagement report. For example, using AI in conjunction with a speech analytics solution allows service managers to easily access the once abstract insights captured during contact center conversations. Otherwise, it could cost you. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. Download the report for a deep dive on this topic: Investing in innovative IP legal strategies during challenging times.

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

Talkdesk

DECEMBER 1, 2020

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

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Clarivate

OCTOBER 7, 2021

Clarivate implemented a global Customer Delight program in 2019 and a year later acquired CustomersFirst Now, a trusted CX company offering consulting, analytics and software that builds end-to-end Customer Delight programs. For more tips and best practices for a more impactful voice of the customer program please download our white paper.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. 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.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Clarivate

JULY 19, 2023

In a new white paper from Clarivate TM , Strategic portfolio analysis: A three-part guide to optimize your patent strategy , we provide comprehensive insights to help you approach patent portfolio analysis in three phases, considering the past, present and future positions of your company’s patents. Interested in learning more?

Analysis 52

Analysis Comparison Strategy Tools 52

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Uniphore

DECEMBER 17, 2021

In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. The authors of the report state that “sadly, brands failed to excel in this area. 68% of members reporting a positive experience. Post-interaction analytics.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

datastax

JANUARY 2, 2019

Here are the top six data management trends for 2019: Analytics, analytics, analytics . Personalized experiences, real-time insights, 360-degree customer views: the power of analytics can never be understated. zip codes, addresses or weather reports—to power their businesses. Geospatial search. READ NOW.

Trends 105

Trends Data Management Government 105

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. . According to Forrester reports, happy customers account for about a 3% bump in revenue potential in most industries. .

Strategy 40

Strategy e-support Feedback Technology 40

Confirmit

FEBRUARY 26, 2019

Despite the advanced analytics identifying the key drivers and priorities for action. Despite the provision of dashboards, reports and alerts communicating the need for change, why do our programs struggle to continue to deliver true business results, particularly after the first flush of ‘‘low hanging fruit’’?

Engagement 40

Engagement Groups Analytics Technology 40

Alliance by IFS

OCTOBER 8, 2015

Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics. For more information, you can download the white paper here.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

NobelBiz

FEBRUARY 13, 2024

RELATED RESOURCE White Paper | How to customize Your Caller ID Omnichannel Support Offering support across multiple channels (phone, email, chat, social media) ensures a seamless and consistent customer experience, allowing customers to interact with the call center through preferred channels.

Call Center 59

Call Center Self Service Software Contact Center 59

CSM Magazine

JUNE 7, 2023

To make this easier, don’t hesitate to leverage customer data and analytics, as this will help you get valuable insights into your audience so that you can understand who they are and what they value. Always share your goals and progress through sustainability reports and social impact metrics to demonstrate your accountability.

Tips 52

Tips Social Media Policies Case Study 52

Hallmark Business Connections

AUGUST 11, 2021

There are no Facebook pixels to track or site analytics to measure conversions. According to the ANA/DMA Response Rate Report 2018 , “Direct mail still pulls a higher response rate than any digital direct marketing medium. Direct mail, however, doesn’t automatically collect data and analytics for you. What do they need to know?

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Thematic

MAY 27, 2021

Developing: Organisations are able to increase the frequency of their reporting - and therefore can start using comparable statistics. Being able to integrate your different data sources to give a full picture of your customer experience (read: What is Unified Data Analytics? ). We’d love to hear what you think.

Analysis 62

Analysis Feedback Banking Metrics 62

Circular Edge

JUNE 5, 2019

81% of accounts payable professions describe financial visibility as “ critical ” or “important” to controlling their cash, the Institute of Finance and Management (IOFM) reports. Download CIIS’s sponsored white paper: “ 6 Most Important Metrics to a Winning Business Case for AP Automation ”. Financial Visibility is Critical.

Metrics 40

Metrics System Financial Analytics 40

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission. But none of this is easy. So what is a journey step in practice?

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. Yet, 35% say their currently integrate customer data to improve the customer experience, and only 24% use analytics to define customer segments.

Government 40

Government Customer Service Self Service Customer Centricity 40

SurveySparrow

APRIL 11, 2021

Meet the needs of different leads: Some of the most efficient lead nurturing strategies will include the use of data and analytics. Here are a few ideas to collect contact details: Create an ebook, whitepaper, industry report, etc. These, when used cleverly, you will be able to know what each of the leads wants.

Strategy 98

Strategy How To Effort Score Social Media 98

delighted

AUGUST 23, 2019

You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off. Is this about a white paper that they read? Once you have your goal in mind, you need to gain intelligence on the relevant customer experiences. Is this about our products?

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Brands 221

Brands Social Media Roadmap Contact Center 221

SmartKarrot

DECEMBER 2, 2020

A report by Forbes states that women were better rated than men on 12 out of 16 leadership strategies. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Insightful approach and deep analytical skills have led her to reach that point.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Social Media 190

Social Media Roadmap Contact Center Analytics 190

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Real-time data is handled by a separate, dedicated real-time engine that feeds a set of separate reports.

Contact Center 140

Contact Center Social Media Roadmap Report 140

Totango

SEPTEMBER 22, 2022

This can be anything from downloading a white paper to signing up for a trial. Analytics features let teams forecast pipeline growth. The CRM tool for sales managers includes reporting features designed to help teams meet quotas. Reporting tools help track return on investment. SaaS Analytics Tools.

Tools 71

Tools CRM Analytics Advertising 71

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. That includes: White papers. Tip sheets. Shep Hyken.

Customer Service 80

Customer Service eBook Leadership Resources 80

LiveChat

MARCH 9, 2016

You can measure that kind of data in Google Analytics by checking how many clicks a particular call to action got. We faced a similar problem when building a landing page for our Customer Service Report 2015. In exchange, we would offer a customized version of the report. We had two options.

How To 28

How To eBook Examples Sales 28

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Real-time data is handled by a separate, dedicated real-time engine that feeds a set of separate reports.

Contact Center 100

Contact Center Social Media Roadmap Report 100

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Real-time data is handled by a separate, dedicated real-time engine that feeds a set of separate reports.

Contact Center 100

Contact Center Social Media Roadmap Report 100

NICE inContact

NOVEMBER 9, 2018

You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. Again, seamless integration with modern contact center software is key.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122